Location: Remote - United States (Periodic travel to resort and corporate office locations)
We're looking for a Telecom & CX Technology Manager to lead the evolution of Vacatia's enterprise communications ecosystem. This newly created role will own the strategy, operations, and modernization of our telecommunications and customer experience technology platforms across dozens of resort properties, corporate offices, and contact center operations.
If you're excited about building scalable communications infrastructure, modernizing contact center technology, and creating exceptional customer experiences through technology, this is an opportunity to shape a critical function from the ground up.
Your Impact - Own Vacatia's enterprise telecommunications environment, including carrier management, SIP trunking, PSTN connectivity, enterprise PBX systems, and voice infrastructure
- Develop and execute the long-term communications technology roadmap, including modernization of on-premises and cloud-based platforms
- Lead administration and optimization of contact center technologies including Amazon Connect, Salesforce Service Cloud Voice, Dialpad, and outbound dialing platforms
- Partner with Salesforce and Product teams to improve routing logic, agent experience, workforce management integrations, and customer engagement capabilities
- Ensure platform reliability through proactive monitoring, incident response, business continuity planning, and operational excellence
- Develop voice security standards, compliance controls, and governance practices that protect enterprise communications and customer data
- Lead vendor relationships, contract negotiations, licensing, service levels, and technology lifecycle planning across telecom and contact center providers
- Establish architecture standards, onboarding processes, and technical guidelines for communications infrastructure across Vacatia's growing portfolio of properties
- Support future innovations including Voice AI, intelligent routing, automation, and next-generation customer experience technologies
What You Bring - 5+ years of experience in telecommunications, unified communications, contact center technology, or enterprise voice infrastructure
- Strong hands-on expertise with SIP trunking, session border controllers, enterprise PBX environments, carrier management, and voice networking
- Experience administering cloud contact center platforms such as Amazon Connect or comparable CCaaS technologies
- Familiarity with Salesforce Service Cloud, Service Cloud Voice, CRM integrations, and customer experience platforms
- Experience integrating enterprise communications systems through APIs, middleware, and cloud services
- Strong understanding of voice networking fundamentals including QoS, voice codecs, call routing, session management, and platform reliability
- Experience managing enterprise vendors, multi-site telecommunications environments, and strategic technology initiatives
- Knowledge of voice security, call recording compliance, SIP security, fraud prevention, and telecommunications governance
- Excellent communication skills with the ability to translate complex technical concepts for business stakeholders while partnering effectively with engineering and operations teams
- A builder's mindset with the ability to create scalable processes, operational standards, and long-term technology strategies in a growing organization
Preferred Qualifications - Experience supporting hospitality, travel, or multi-location enterprise environments
- Familiarity with AWS networking services supporting Amazon Connect deployments
- Experience implementing Voice AI, conversational AI, IVR modernization, or intelligent routing solutions
- Experience integrating workforce management (WFM), quality management, or analytics platforms
- Familiarity with UCaaS platforms including Dialpad, RingCentral, or similar solutions
- Experience supporting SD-WAN, enterprise networking, or distributed communications infrastructure
- Scripting or automation experience using Python, Node.js, AWS Lambda, or comparable technologies
- Background with IT service management platforms such as ServiceNow or Jira Service Management
- CCaaS, UCaaS, cloud communications, or telecommunications certifications
Join UsJoin Vacatia and help define the future of customer communications across one of the hospitality industry's most innovative technology organizations. As our Telecom & CX Technology Manager, you'll build the communications infrastructure that powers exceptional customer experiences while modernizing the platforms that connect our owners, guests, employees, and partners every day.
If you're passionate about enterprise communications, contact center innovation, cloud technologies, and building scalable systems that make a measurable business impact, we'd love to hear from you.
