Telecom & CX Technology Manager

Join Vacatia and Build the Future of Customer Communications Location: Remote � United States (Periodic travel to resort and corporate office locations) About Vacatia Vacatia is an innovative hospitality company reinventing the vacation ownership experience across discovery, booking, and stay. As our business continues to grow, so does the technology that connects our owners, guests, resort teams, and customer service professionals. We're looking for a Telecom & CX Technology Manager to lead the evolution of Vacatia's enterprise communications ecosystem. 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. If you're excited about building scalable communications infrastructure, modernizing contact center technology, and creating exceptional customer experiences through technology, this is an opportunity to shape a critical function from the ground up. Why You'll Love Working at Vacatia Build Something New This is a greenfield leadership opportunity to establish the vision, standards, and operational foundation for Vacatia's communications technology ecosystem. Modernize Enterprise Communications Lead the evolution of our telecommunications infrastructure while helping transition toward a cloud-native, customer-centric communications platform. Drive Customer Experience Innovation Support the technologies that power thousands of customer interactions every day, improving reliability, efficiency, and service quality across the organization. Own Strategy and Execution Take end-to-end ownership of telecom infrastructure, contact center platforms, vendor relationships, operational excellence, and long-term technology roadmaps. Collaborate Across the Business Partner with IT, Product, Salesforce, Customer Service, Operations, Engineering, and executive leadership to deliver technology solutions that improve both customer and employee experiences. Your Impact 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 Lead administration and optimization of 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 Develop voice security standards, compliance controls, and governance practices that protect enterprise communications and customer data Lead 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 What You Bring 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 A…