We're looking for a highly experienced Customer Experience Architect who will shape the technology ecosystem behind Vacatia's Owner, Guest, and Employee experiences. You will connect CX strategy with technical execution, designing scalable architectures across CRM, contact center, AI, data, automation, and operational platforms while ensuring those solutions perform reliably in the real world.
This role goes well beyond designing technology. You will own the architecture, technical performance, vendor ecosystem, release readiness, and continuous evolution of our CX technology environment. Your success will be measured by whether the technology makes interactions simpler, more seamless, and more effective for our customers and employees.
If you thrive at the intersection of technology, customer experience, and operational transformation and enjoy taking complex solutions from architecture through production and optimization, this is your opportunity to build what comes next at Vacatia.
Your Impact - Architect scalable, secure, resilient, and AI-enabled Customer Experience solutions across CRM, contact center, data, digital, and operational platforms.
- Translate Owner, Guest, and Employee journey friction into practical technology and operational solutions.
- Lead technical discovery and solution design from early concept and proof of concept through implementation, production launch, and stabilization.
- Connect Owner Experience, Product, Engineering, Sales, Marketing, Transformation, Operations, and Data teams around a common technical architecture and execution plan.
- Build the measurement architecture needed to connect system performance with CX and business outcomes across voice, digital, AI, CRM, and operational channels.
- Establish governance for AI accuracy, knowledge, testing, monitoring, escalation, human handoff, and continuous optimization.
- Own strategic CX vendor performance, ensuring partners deliver against agreed quality, service, cost, implementation, and business value commitments.
- Drive release readiness across technology and operations, including UAT, go-live criteria, contingency planning, communications, training, SOPs, knowledge, and post-launch monitoring.
- Ensure CX systems are resilient and ready for high-volume operating periods, with appropriate capacity testing, monitoring, escalation, and recovery plans.
- Continuously identify opportunities to improve automation, scalability, Employee enablement, customer experience, platform utilization, and cost-to-serve.
What You Bring - 10+ years of progressive experience in Customer Experience technology, contact center technology, enterprise solution architecture, or CX transformation.
- Proven experience leading complex, cross-platform solutions from discovery and architecture through implementation, production launch, optimization, and measurement.
- Deep expertise across modern contact center technologies, including IVR, ACD, workforce management, CRM integration, conversational AI, chatbots, knowledge management, automation, and analytics.
- Experience architecting AI-driven Customer Experience solutions using platforms such as Salesforce, AWS, Crescendo, Cloudbeds, or comparable technologies.
- Strong understanding of customer and employee journey design with the ability to translate experience friction into technical solutions.
- Experience managing strategic technology vendors, SLAs, performance scorecards, implementation accountability, escalations, and value realization.
- Experience leading UAT, release readiness, change management, and production stabilization for customer-impacting technology.
- Strong understanding of data architecture, integrations, APIs, instrumentation, analytics, and performance measurement.
- Ability to translate complex technical architecture and tradeoffs into clear business language for executives and operational leaders.
- Experience with Salesforce, AWS, Crescendo, Snowflake, and Tableau is strongly preferred.
- Experience in hospitality, travel, vacation ownership, or another high-volume consumer service environment is preferred.
Join Us Join us at the start of something big. If you're ready to architect the systems that make every Owner, Guest, and Employee interaction simpler, more reliable, and more meaningful, we'd love to hear from you.
