Specialist, IT​/Tech, Technical Support

Job Overview

The Applications Specialist oversees day‑to‑day administration and support of key Contact Center database applications including Siebel, CTI, Eloqua, Webex Engage, Oracle Right Now, and Carnival Dash. The role ensures seamless user access, data integrity, and system functionality by managing database transfers, user provisioning, and training initiatives. The specialist resolves technical issues, supports UAT for monthly deployments, and maintains communication across technical and non‑technical teams.

• Manage and respond to the Siebel Support inbox efficiently. Identify, document, and resolve technical issues, including complex phone connectivity problems. Lead investigations, manage CRM process flows, and handle data conversion and technical inquiries.
• Assist with User Acceptance Testing for monthly deployments, testing defects and enhancements, and promoting cases to production.
• Support database applications within the Contact Center: execute database transfers for Siebel, initiate transfers for training, and dismantle databases at separation or promotion.
• Assist with Siebel training initiatives or presentations as needed.

• Working knowledge of database systems, CRM workflows, and telephony integration; focus on Siebel CRM and its integrations.
• Strong analytical and troubleshooting skills for phone connectivity problems and CRM process flow errors. Ability to identify root causes, document resolutions, and collaborate cross‑functionally.
• Detailed, structured testing during UAT cycles. Ability to test and validate system enhancements and defect resolutions.
• Effective collaboration with IT, training, and operations teams. Clear communication with both technical and non‑technical stakeholders.
• Initiative, ownership, and accountability in managing assigned systems and tasks. May lead small‑scale initiatives or contribute to cross‑functional projects.

• Associate’s Degree in Information Technology or related field.
• Minimum 1 year of experience with application process flows or a similar position.
• Proficient with Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams) and other relevant technologies.
• Experience with SQL, SAS, Siebel CRM.
• Basic knowledge of database analysis concepts, processes, trends, and terminology.
• Strong analytical, problem‑solving, decision‑making, and business judgment skills.
• Excellent verbal and written communication skills; ability to explain concepts to both technical and non‑technical stakeholders.
• Prioritization and cross‑functional collaboration skills.
• Compliance and legal knowledge of company policies, laws, and regulations.
• Strong motivation, adaptability, and interpersonal skills.

Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout the facility.

None or very little travel.

Work primarily in a climate‑controlled environment with minimal safety/health hazard potential.

In‑office role. Work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays. Candidates must be located in or willing to relocate to the Miami/Ft. Lauderdale area.

Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.