Customer Experience Architect

Vacatia

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.

Posted 8/13/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in architecting scalable, AI-enabled Customer Experience solutions, integrating various platforms, and managing vendor performance. Proficient in translating complex technical architectures into actionable business strategies while ensuring operational readiness and optimization.

Highest-signal resume keywords

Customer Experience TechnologyAI-Driven Solutions ArchitectureIVR and ACD SystemsSalesforce and AWS ExpertiseData Architecture and Analytics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience TechnologyEnterprise Solution ArchitectureIVRACDWorkforce ManagementCRM IntegrationConversational AIAutomationAnalyticsPerformance Measurement

Soft Skills

LeadershipCommunicationChange ManagementCollaborationProblem-Solving

Tools & Technologies

SalesforceAWSCrescendoCloudbedsSnowflakeTableau

Industry Keywords

Customer Journey DesignCX TransformationHigh-Volume Consumer ServiceVendor ManagementPerformance Scorecards

Tech Stack

Tools & technologies

AWSTableau

About the role

Key responsibilities & 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 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

What you’ll need

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

Comp & perks

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