Customer Experience Architect
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Job Description
Customer Experience Architect designing Vacatia’s hospitality technology ecosystem across CRM, contact center, AI, and data platforms. Owning architecture, vendors, launches, reliability, and continuous CX optimization.
Responsibilities:
- 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 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 measurement architecture connecting 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, including 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 periods through capacity testing, monitoring, escalation, and recovery plans
- Identify opportunities to improve automation, scalability, employee enablement, customer experience, platform utilization, and cost-to-serve
Requirements:
- 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 in IVR, ACD, workforce management, CRM integration, conversational AI, chatbots, knowledge management, automation, and analytics
- Experience architecting AI-driven Customer Experience solutions using Salesforce, AWS, Crescendo, Cloudbeds, or comparable technologies
- Strong understanding of customer and employee journey design and translating 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
- Approximately 25% travel
Benefits:
- Architect the technology foundation supporting AI-powered, digital, and human experiences across Vacatia
- Direct impact on Owner and Guest satisfaction, Employee effectiveness, operational reliability, and cost-to-serve
- Work across Salesforce, AWS, Crescendo, Cloudbeds, Snowflake, Tableau, AI, automation, and emerging CX technologies
- Autonomy and ownership of the CX technology lifecycle from architecture and vendor selection through launch, measurement, optimization, and continuous improvement
- Fast-moving culture where new ideas are encouraged and measurable outcomes matter
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