Telecom & CX Technology Manager

Vacatia · Fort Lauderdale, FL · 4 days ago

HybridFull-time

About the role

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.

Responsibilities

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
Administer and optimize 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
Manage 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

Requirements

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

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

Qualifications

Preferred qualifications include:

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

Skills