Job Description

Position is based in Weybridge, UK.

Journey with us!

Combine your career goals and sense of adventure by joining our Global Contact Centre IT Team. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Senior Manager, Software Engineering is a key pillar within Contact Centre Technology. The role defines the strategic direction, governance framework, technology investment portfolio and financial management processes for the function. It owns the Contact Centre Technology strategy and five-year roadmap, governs the Global Enterprise Technology (GET) Intake process, leads funding requests and Capital Appropriation Request (CAR) submissions, and ensures investment decisions align with enterprise priorities, business objectives and long-term transformation goals.

The position is the primary interface between all areas of GET and the Contact Centre Technology Leadership Team, recognising that all technology solutions are owned, funded and governed through GET.

The role balances enterprise technology standards, regulatory compliance and strategic innovation across cloud contact centre capabilities, artificial intelligence, automation, omnichannel engagement, digital self-service, customer experience and operational efficiency.

Essential Duties and Responsibilities:

• Own and maintain the Contact Centre Technology strategy and five-year roadmap, aligned to business priorities, customer experience objectives and enterprise technology direction
• Translate business strategy into prioritised technology investments, balancing platform stabilisation, operational resilience, transformation and technical debt reduction
• Lead annual and multi-year roadmap planning and monitor emerging technologies that could meet business and enterprise objectives
• Act as the single point of accountability for Contact Centre Technology demand entering the GET governance process
• Own the GET Intake pipeline, ensuring requests include documented business requirements, success criteria and measurable business outcomes
• Facilitate intake workshops and prioritisation reviews, assessing value, complexity, urgency and strategic alignment, and governing requests through the GET approval process
• Maintain visibility of submitted, approved and rejected requests and ensure approved initiatives are appropriately sequenced within the technology roadmap
• Partner with Enterprise Architecture, Information Security, Infrastructure, Privacy, Procurement and Finance throughout the intake lifecycle
• Own all Contact Centre Technology CAR submissions and develop robust business cases covering benefits, costs, risks and return on investment
• Support the Contact Centre Director on annual financial planning and forecasting, track approved investment against budget, monitor investment performance and identify opportunities to optimise spending
• Ensure all initiatives progress through appropriate security, privacy, compliance, architecture, finance and delivery governance checkpoints
• Maintain clear records of risks, assumptions, issues, dependencies and decisions for the product portfolio, escalating material concerns appropriately
• Build trusted relationships with business leaders and ensure business requirements are translated into technical deliverables
• Manage Product Leads to maintain prioritised roadmaps and backlogs, facilitate trade-off decisions and promote product-led, customer-focused outcomes
• Working in conjunction with the Technical Lead, Programme Management and Production Applications pillars to validate technical feasibility, govern delivery and stabilisation, and ensure operational readiness and handover
• Establish clear entry, exit and hand-off criteria between the Strategy & Governance, Technical, Programme Management and Production Applications pillars
• Embed security, privacy, regulatory, AI governance and operational resilience requirements into the portfolio
• Maintain visibility of portfolio-level risks and dependencies and support audit, compliance and policy adherence activities
• Present strategy, investment recommendations and portfolio performance to senior leaders, executives and governance forums
• Lead, coach and develop a team of two Product Leads and two Product Analysts, setting objectives, performance expectations and development plans
• Build product management capability within the team
• Support succession planning and talent development while fostering an inclusive, collaborative and high-performing working environment

Knowledge and Skills:

• Proven experience in Contact Centre technology strategy, governance, portfolio management or product leadership roles
• Track record of successfully delivering technology products that meet business needs and drive user satisfaction
• People leadership experience, including leading multidisciplinary teams across strategy, governance, product management or business analysis
• Experience working within complex global organisations and influencing senior technology and business stakeholders
• Background in managing technology investment portfolios, business cases, funding requests and capital investment programmes
• Experience developing and governing multi-year technology strategies and roadmaps
• Strong understanding of portfolio governance, financial planning, forecasting, benefits realisation and executive reporting
• Ability to translate business strategy and customer needs into measurable outcomes and prioritised technology investments
• Ability to manage competing priorities and work effectively within a fast-paced, global environment
• Strong stakeholder management skills and the ability to lead through influence and collaboration
• Experience working with cross-functional teams including Product, Architecture, Information Security, Privacy, Procurement, Finance, Infrastructure, Project Management and Production Support across Global time zones

Desirable:

• Contact Centre Technology or Contact Centre as a Service experience
• Knowledge of Genesys Cloud or an equivalent contact centre platform
• Experience with omnichannel engagement technologies
• Knowledge of artificial intelligence, automation and conversational technologies
• Familiarity with secure payment technologies and PCI compliance
• Relevant certification in Product Management, Portfolio Management, Project Management, IT Governance or Service Management

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance and more relevant details to answer any additional questions.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, colour, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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