CLS Generic Position Summary
As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally works with considerable independence, developing operating plans and related operational processes within their department and monitoring the flow of work between their department and others in alignment with broader business objectives, selecting and developing effective engineers and work teams, and developing their organization through reliable systems and processes.
Business Context
Marriott Vacations Worldwide (MVW) is a leading global vacation company that offers vacation ownership, exchange, rental and resort and property management, along with related businesses, products, and services. The Company has over 120 vacation ownership resorts and approximately 700,000 owner families in a diverse portfolio that includes some of the most iconic vacation ownership brands. The Company also operates exchange networks and membership programs comprised of nearly 3,200 affiliated resorts in over 90 countries and territories, as well as provide management services to other resorts and lodging properties.
As a leader and innovator in the vacation ownership industry, the Company upholds the highest standards of excellence in serving its customers, investors and associates while maintaining exclusive, long-term relationships with Marriott International, Inc. and Hyatt Hotels Corporation for the development, sales and marketing of vacation ownership products and services.
The vision of MVW is to strive to build long-lasting relationships with their Owners, Members, customers, and associates to help them live their lives to the fullest. Innovation. Integrity. Excellence. This is the story of MVW. And while the company spans brands and businesses, decades and continents, their shared inspiration continues to drive them forward: delivering unforgettable experiences that make vacation dreams come true.
Global Technology Context
The Global Technology (GT) team at Marriott Vacations Worldwide (MVW) is on a multi-year journey to modernize technical and digital products and platforms across all business lines. This role demands a highly motivated mentor with a technical understanding of the range of resort operations technical products in solving complex business challenges. Proven success as a mentor developing and retaining technical talent on high performing teams is required. The incumbent is a proven leader, a consensus builder, and an integrator of people, processes, and technology.
Specific Job Summary
The Unified Communications, Sr. Engineer is responsible for all processes and technology in support of ensuring the Company’s strategic direction related to Contact Center and Resort PBX systems This role provides technical guidance to a team of engineers and the efforts of vendors and business partners to understand business requirements by developing, refining, and meeting all SLAs as required within this area of responsibility. This critical role reports directly to the Associate Director Unified Communications while working closely with other GT disciplines, GT Security and Controls, Internal Audit, Asset Management, Procurement, and other groups as identified to ensure compliance with set requirements.
CLS Generic Expected Contributions
Contributes to team, department and/or business results by performing complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
Assists more senior associates in achieving business results by:
identifying opportunities to enhance the effectiveness of business processes.
participating in setting department operating plans.
achieving results against budget within scope of responsibility.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Working Relationships
Global Technology Teams and Leadership
Regional and Site Leadership
Corporate Leadership
Vendor/Suppliers
POS Pod members
Global Technology Services Resort End User Support Teams
Resort Operations Business Leaders
Specific Expected Contributions
Provide oversight and technical direction to the Unified Communications engineering team: works with Associate Director to manage and develop engineers and admins, and serve as subject matter expert for the Unified Communications Engineering team on a day-to-day basis.
Responsible for supplier outcomes to ensure alignment and achievement of goals and objectives established as they relate to the Unified Communications Engineering scope.
Ensure that standards and direction are met for Corporate, Contact Center, and Resort Unified Communications
Responsible for proactively preventing and reactively resolving identified issues by working closely with GT Partners, Vendors, Suppliers, and Business Leaders.
Works closely with Unified Communications Leadership, GT Security and Controls, Information Security, Business Leaders and other stakeholders to define requirements and develop new features & functionality to optimize business processes.
Manage the implementation of test strategies and matures the team’s skills by introducing progressive testing concepts that focus on efficiency but sacrifice nothing on quality.
Manage defect detection, documentation, and “confirmation of resolution” processes, ensuring that a standard approach is being followed throughout the larger Unified Communications team and that proper tooling and reporting mechanisms are in place.
Defines refining repeatable and continually improving processes. Mature the team’s capabilities by introducing progressive concepts that focus on efficiency but sacrifice nothing on quality.
Responsible for the Team’s high-level troubleshooting processes across assigned technologies.
Ensures that a standard approach is being followed throughout the Unified Communications team and that proper tooling and reporting are in place.
Encourage a sense of accountability across the organization to foster a culture that “owns” all misses and uses them to drive future process improvements.
Understand the business’s objectives and partner with Unified Communications Leadership to build alignment and buy-in across a global community.
Partner with Unified Communications Leadership to motivate all team members to deliver high quality projects within time and budget.
Maintain vendor relationships and technology road maps, evaluate new technologies for compatibility and security compliance, contribute to endpoint lifecycle management discipline for timely delivery of new services.
Coordinate after-hours support when needed for changes and/or incidents management
Assists and provides technical guides to less senior associates in achieving business results
Identify opportunities to enhance the effectiveness of business processes.
Provide training and technical guidance to less senior staff, where appropriate, and serve as point-of-contact for problem resolution.
Participate in setting department operating plans.
Research new and innovative solutions and stays informed of industry best practices to promote efficiencies and increased maturity of Endpoint Engineering technologies.
Proactively engages with business and provides updates to leadership on open activities or escalations.
CLS Generic Candidate Profile
Successful candidates should possess knowledge, experience and demonstrate leadership skills as follows:
Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.
Specific Candidate Profile
Education
BS/MS Degree in Engineering or equivalent work experience related to Endpoint Engineering technologies noted previously.
Certifications Preferred
ITIL Foundation Certification
Project Management Certification
Relevant certifications in Network+, CCNA, AWS foundation, MS Foundation, project management, or relevant technologies
Experience
At least 5 years of Contact Center Technology experience and/or Resort Telephony experience
At least 3 years of experience working with APIs and using various authentication methods
At least 1 year Resort Telephony experience
Project coordination/lead on a global level
Skills/Attributes
Analytical and Strategic Thinking
Advanced knowledge of Contact Center Technologies, WFM, Call & Screen Recording, Reporting, Performance Management, E911 and TCPA Compliances, Voicemail, PMS, Resort Telephony, Scripting, IVR routing
Advanced knowledge of common, industry leading Contact Center and Resort PBX configuration methodologies, with awareness of when and how to rely on them
Technical
Demonstrated experience with collaboration tools (audio, video, web, phone)
High Level Experience designing, testing, and deploying IVR Scripts, dialer configurations, interfacing PMS with business systems and PBX/VM, Call Flows etc
Advanced knowledge in the Functionality of Contact Center Technologies and Resort PBX systems both on premises and SaaS
Project Management Skills
ITIL Foundation certification (or higher) a plus, Project Management certification desirable
Prior experience leading a team of Unified Communications Engineers with track record of successfully validating and delivering high quality products
Experience with Service Now, CA, Jira or similar work management tools required
Interpersonal Skills
Impeccable communication skills, adept at communicating to all levels of the organization and to a global audience through a wide range of analog and digital formats (verbal, written, presentational, virtual, etc.)
Additional Attributes
Able to work at a fast pace and encourage others to do so as well
Highly self-motivated, self-directed, and detail oriented with the ability to effectively prioritize and execute on tasks and initiatives
Basic understanding of Python
Fluent in JSON and Visual Basic
Required Experience
Nice CXone
Service Now
MS Office Suite i.e. Visio, Excel, Power Point
Preferred Experience
14IP
IEX
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.