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Within Travel Channels, TCO (Travel Channels Customer Operations) unites all world-wide activities related to transversal product management, delivery services and customer services, therefore playing a key role in all the steps of the customer relationship : from the acquisition of the customer (Product Management / Construction Domains), to adoption (Delivery) and then retention (Customer Services).
In Delivery Services (TDS), we are responsible for the implementation of the Amadeus Solutions, as well as the Consulting and Program management for our Travel Channels customers.
We aim to design the right level of serviceability for these solutions and industrialize our delivery practice worldwide in order to meet segments’ pipeline objectives.
The Delivery Services group is composed of the following entities : 4 Delivery Segments, mapping the customer segments (Retail, Online, Business Travel and Corporations), 4 Delivery Domains which are our poles of expertise, and 1 transversal team.
Purpose of the Role
Integration Consultant are responsible for implementing Solutions for Travel Agencies. Provide billable consultancy / integration services to improve business performance.
Support autonomously sales organization for integration matters in the most complex cases (perform demos, analyze customer business flows and propose integration solutions to cope with customer requests)
Assistance, Consulting and Implementation
Manage a pipeline of customers, provide slots on request, visibility on ongoing projects and trends for next available slots.
For each new project, validate the consistency of the scope and raise warning / recommendation when applicable.
Manage implementations until launch in production, ensuring proper communication to customers or Amadeus teams.
Define implementation questionnaire with TCH members and explain it to our internal stakeholders for them to gather all information required from customer before starting implementation.
Configure the platform correctly, including opening tasks to other teams if required.
Ensure relevant and exhaustive validation (unit test, e2e test, UAT and pre-production)
Monitor launch in production (transition period), react quickly in case of issue.
Create and send relevant deliverables when project is completed with customers
Provide advice / consulting to customers for their integration activities between Amadeus systems and customer systems, with full autonomy and for the most complex cases : Provide functional support and problem resolution within the overall integration project
For the most complex cases :
Establish and manage the product / solution integration schedule
Support Integration activities during the implementation project
Provide formal integration status, KPIs and customer feedback reporting to Management
Perform final sign-off / certification prior to implementation in production
Represent the management at the integration project steering committee
Post integration & Post implementation Consultancy
Ensure product high level adoption by the customers in providing appropriate assistance on the daily activities
Make sure customers make the most of the Amadeus products / solutions
Fully autonomously and for the most complex cases, identify and prioritize critical issues, problems and root causes
Present complex analysis results in client meetings
Identify potential upsell activities for consulting and optimization missions
Propose & follow-up Internal processes improvement
Identify & recommend Internal tools / techniques for further process automation
Punctually, the integration consultant may take a service designer role in a construction domain, and therefore have the following responsibilities :
Contribute to the creation of User Stories corresponding to predefined high-level Serviceability Requirement
Review product specification ("Service" section)
Contribute to the validation of serviceability deliveries within the feature team
Build, store and track Services Documentation Implementation Guides, Cookbook, How To, SharePoint repository updated with all key documentation.
Creates a serviceability matrix Details product functionalities ready to be industrialized
Provide regular status to the line to ensure global coverage and foster synergies within the Construction Domain
Transfer knowledge to Implementers globally
The incumbent :
Recommends process, product and / or service improvements based on understanding and anticipation of internal and external business challenges
Autonomously solves unique and complex problems that have broad impact in the business
Receives guidance from Senior management only in the most complex situations
Tourism Degree, IT System Engineer or similar with experience in Tourism
Certification / Specialization in Advanced Consulting
Relevant Work Experience :
Previous experience with Implementation.
Functional Analysis or Product Management roles.
Fluent English, Spanish. Portuguese is a plus
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
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