Customer Experience Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Design scalable, secure, resilient, and AI-integrated Customer Experience solutions across CRM, contact center, data, digital, and operational platforms.

• Convert friction points in the Owner, Guest, and Employee journeys into actionable technology and operational strategies.

• Lead the technical discovery and solution design process from initial concept and proof of concept to implementation, production launch, and stabilization.

• Unite Owner Experience, Product, Engineering, Sales, Marketing, Transformation, Operations, and Data teams around a unified technical architecture and execution strategy.

• Develop measurement architecture that links system performance to CX and business outcomes across voice, digital, AI, CRM, and operational channels.

• Set governance standards for AI accuracy, knowledge management, testing, monitoring, escalation procedures, human handoff, and ongoing optimization.

• Oversee strategic CX vendor performance, including quality, service, cost, implementation, and business value commitments.

• Manage release readiness across technology and operations, encompassing UAT, go-live criteria, contingency planning, communications, training, SOPs, knowledge management, and post-launch monitoring.

• Ensure that CX systems are resilient and prepared for high-volume periods through capacity testing, monitoring, escalation, and recovery strategies.

• Discover opportunities to enhance automation, scalability, employee empowerment, customer experience, platform utilization, and cost-to-serve.

⛳️ Requirements

• Over 10 years of progressive experience in Customer Experience technology, contact center technology, enterprise solution architecture, or CX transformation.

• Demonstrated ability to lead intricate, cross-platform solutions from discovery and architecture through implementation, production launch, optimization, and measurement.

• Extensive expertise in IVR, ACD, workforce management, CRM integration, conversational AI, chatbots, knowledge management, automation, and analytics.

• Experience in architecting AI-driven Customer Experience solutions utilizing Salesforce, AWS, Crescendo, Cloudbeds, or similar technologies.

• Strong grasp of customer and employee journey design and the ability to translate experience friction into technical solutions.

• Proven track record in managing strategic technology vendors, SLAs, performance scorecards, implementation accountability, escalations, and value realization.

• Experience in leading UAT, release readiness, change management, and production stabilization for customer-impacting technologies.

• Solid understanding of data architecture, integrations, APIs, instrumentation, analytics, and performance measurement.

• Capability to convey complex technical architecture and trade-offs in clear business terms for executives and operational leaders.

• Familiarity with Salesforce, AWS, Crescendo, Snowflake, and Tableau is highly preferred.

• Background in hospitality, travel, vacation ownership, or another high-volume consumer service environment is preferred.

• Willingness to travel approximately 25% of the time.

🏝️ Benefits

• Design the technological foundation that supports AI-enhanced, digital, and human experiences across Vacatia.

• Make a direct impact on Owner and Guest satisfaction, Employee efficiency, operational reliability, and cost-to-serve.

• Collaborate with Salesforce, AWS, Crescendo, Cloudbeds, Snowflake, Tableau, AI, automation, and emerging CX technologies.

• Enjoy autonomy and ownership of the CX technology lifecycle, from architecture and vendor selection to launch, measurement, optimization, and continuous improvement.

• Thrive in a fast-paced culture where new ideas are welcomed and measurable outcomes are prioritized.