Genesys Programme Manager

The Travel Corporation; Greater London; Hybrid; GBP 95,000 - 115,000; Full time

Job summary

The Travel Corporation (TTC) is seeking an experienced Genesys/CCaaS Programme Manager to lead the next phase of our global contact centre transformation in London. Hybrid working, 12-month fixed-term contract, reporting to Head of PMO.

You'll own remaining migrations across North America, Europe, Australasia and Asia, coordinating with technology, operations, product, data, security and external partners to drive delivery to completion.

Qualifications

• 5+ years delivering complex technology programmes in matrixed or transformation environments.
• Hands-on delivery with Genesys Cloud, including migrations.
• Experience integrating with broader technology ecosystems.
• Ability translating business requirements into functional designs with vendors.
• Proven ability to influence delivery without direct management authority.
• Strong senior stakeholder management with business, tech and partners.
• Experience managing external vendors and scope changes.
• Strong governance, budgeting, risk and reporting skills.
• Experience integrating contact centre with Salesforce or similar CRM.
• Experience in travel, hospitality, or high-volume customer service.
• Experience delivering programmes across multiple countries/brands.
• Understanding of contact centre technology to challenge designs.

Responsibilities

• Take end-to-end ownership of the remaining Genesys Cloud programme, from design and build through to go-live, hypercare and transition.
• Lead migrations across regions ensuring delivery on scope, timelines, resources and budget.
• Partner with contact centre leadership to translate business requirements into functional specs.
• Drive delivery in a matrixed environment securing momentum from non-direct reports.
• Manage platform partner and services teams; hold vendors to deliverables.
• Coordinate integrations across TTC's tech ecosystem including CRM, identity, data, reservations and payments.
• Lead testing, cutover, and operational readiness; transition to BAU.
• Plan retirement of legacy contact centre estate; data retention and custody.
• Maintain governance across risks, issues, decisions, change control and exec reporting.
• Work with business to identify new Genesys Cloud capabilities and roadmap.

Skills

Genesys Cloud

Programme management

Stakeholder management

Vendor management

Systems integration

Requirements translation

Tools

Salesforce

Job description

Working Pattern: Hybrid, in the London Victoria office

Contract Type: 12-month Fixed-Term Contract

Working Hours: Monday to Friday, 9:00am to 5:30pm

We may close this vacancy earlier than the advertised closing date if we receive a high volume of applications or identify suitable candidates through our sourcing activities. We therefore encourage interested applicants to submit their application as early as possible.

Company Introduction

At The Travel Corporation (TTC), we are Enriching lives by connecting people and places.

For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing. They change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

The Role

We’re looking for an experienced Genesys/CCaaS Programme Manager to join TTC Tech and lead the next phase of our global contact centre transformation.

Genesys Cloud is already live, with the first brands successfully migrated. You’ll join an established programme and take ownership of delivering the remaining migrations across North America, Europe, Australasia and Asia, through design, build, integration, testing, cutover and operational transition.

Reporting to the Head of PMO, with a dotted line to the Director of Enterprise Systems, this is a hands‑on delivery role where you’ll work across technology, operations, product, data, security and external partners to drive the programme through to completion.

Our Values

Five shared commitments shape how we work, and how we will work with you:

• Value Every Voice. We put people first.
• Act with Integrity. We do what is right.
• Explore Beyond Boundaries. We are driven by curiosity.
• Own the Outcome. We take responsibility for our decisions.
• Succeed Together. We have each other's backs.

What Will You Do?

• Take end-to-end ownership of the remaining Genesys Cloud programme, from design and build through to go‑live, hypercare and transition.
• Lead brand migrations across multiple regions, ensuring delivery remains on track against agreed scope, timelines, resources and budget.
• Partner with contact centre leadership and operational teams to capture, challenge and translate business requirements into clear functional requirements.
• Drive delivery across a highly matrixed environment, securing commitment and momentum from teams you do not directly manage.
• Manage TTC's platform partner and professional services teams, holding vendors accountable for agreed deliverables, quality and timelines.
• Coordinate integrations across TTC's wider technology ecosystem, including CRM, identity and access management, data platforms, reservation systems and payment services.
• Lead testing, cutover, operational readiness and the transition of the platform into business‑as‑usual support.
• Plan and oversee the retirement of the legacy contact centre estate, including data retention, archiving and custody requirements.
• Maintain strong programme governance across risks, issues, decisions, change control, budgets and executive reporting.
• Work with the business to identify and prioritise new Genesys Cloud capabilities and help shape the future platform roadmap.

About You

• 5+ years' experience delivering complex technology programmes within matrixed or transformation environments.
• Direct, hands‑on programme delivery experience with Genesys Cloud, including implementation or migration onto the platform.
• Strong experience managing integrations and dependencies across a wider technology ecosystem.
• Experience translating business requirements into agreed functional designs with vendors or internal delivery teams.
• Proven ability to influence and drive delivery across teams without direct line management authority.
• Strong senior stakeholder management skills across business, technology and third‑party partners.
• Experience managing external vendors, statements of work, commercial agreements and scope change.
• Strong programme planning, governance, budget, risk, change control and executive reporting experience.
• Experience integrating contact centre platforms with Salesforce or another comparable CRM platform.
• Experience within travel, hospitality, retail or another high‑volume customer service environment.
• Experience working within a fast‑paced transformation environment.
• Experience delivering complex programmes across multiple countries, regions or brands.
• Strong understanding of contact centre technology and the ability to challenge technical designs and solutions.

This is a global programme, so international travel will be required. You'll also work with teams across multiple time zones, which will involve some early starts and late finishes when supporting colleagues and partners in Australasia, Asia and North America.

At TTC, we're committed to creating an inclusive workplace where everyone is welcomed, valued and able to thrive. If you require any reasonable adjustments during the recruitment process, please let our Talent Acquisition team know.