Implementation Engineer, Travel Agency Services APAC

Within Travel Distribution, Customer Operations (CMO) is driving all operations for the Travel Distribution business to maximize our customers' success. At every point of the customer journey, from onboarding new solutions to everyday usage, CMO organization supports our customers via a global expertise, a scale advantage, an appropriate footprint and a digitalization capability.

Implementation Services (IMP) within CMO has the objective to implement all Standard Amadeus Solutions that Travel Distribution offers while also industrialize emerging products in order to help secure further revenues for Amadeus. Implementations teams aim to design the right level of serviceability to ease deployment of any solution and to homogenize the delivery practice worldwide in order to efficiently meet business domain objectives and satisfy our customers worldwide.

Within IMP, Travel Agency Services is seeking for a skilled Implementation Engineer who is able to deliver outstanding services around our product portfolio to our global customer base.

Incumbent provides and/or supports Travel Agency Services team in billable implementation & integration services to improve business performance as well as supports customers in the most complex cases of Amadeus products or solutions integration.

Main responsibilities

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 and maintain implementation questionnaire with CMO 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, 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
• Support Pre-sales, Customer Success Manager, Delivery Manager around Sales activities through Questionnaire and documentation

Process Improvement

• Propose & follow-up Internal processes improvement
• Identify & recommend Internal tools/techniques for further process automation or optimization

Candidate Profile

• Bachelor's Degree in Tourism, Technical areas or Project Management
• Macro competency, covering GDSs Good understanding on Travel Industry and technology behind products.
• Able to understand and analyse impacts affecting product adoption by the customeror Airline business areas
• Good understanding of specific business processes and products with-in travel industry
• Good experience in Project Management, Customer support, Travel Industry such as Airline Industry
• Good experience in Agile tool such as Kanban, Confluence, Jenkin is highly desirable

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.