Customer Experience Architect

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Vacatia

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

✈️ Travel

🏨 Hospitality

🏪 Marketplace

💰 $20M Series B - Vacatia on 2021-11

Travel • Hospitality • Marketplace

Vacatia is an online travel marketplace specializing in resort residences and vacation rentals — condos, suites and resort-style homes — with integrated options to rent, subscribe, or buy and sell timeshare inventory. The company operates booking, guest-care and owner-services for legacy resort owners and partners (including Disney Vacation Club, Royal Resorts and Westgate), offers timeshare resale and point-transfer tools, flexible payment (FlexPay), and destination search and calendar tools for travelers worldwide.

📋 Description

• 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