Sr. Manager, Software Engineering
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
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