Hilton Grand Vacations
Architect Contact Center Solutions
Hilton Grand Vacations, Orlando, Florida, United States, 32835
WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*
At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.
Heres why you will love it here:
Recognition Programs and Rewards
Excellent health care options, including medical, dental, and vision
A people-first culture
Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
Perks at work: Employee Pricing platform
Employee Assistance Program that supports your physical and mental well-being.
Paid Vacation Time and Paid Sick Days
401(k) program with company match
Tuition reimbursement programs
Numerous learning and advancement opportunities
And more!
What Will I be Doing?
A
Contact Center Architect
is a strategic technology leader and solution visionary responsible for architecting and delivering transformative customer experience (CX) and contact center ecosystems. This role blends deep technical expertise with business acumen to design, develop, and implement scalable, secure, and intelligent contact center solutionsprimarily leveraging platforms like
NICE CXone , but also integrating with CRMs, AI/ML tools, and omnichannel engagement systems.
This individual serves as the principal architect for enterprise-grade CCaaS (Contact Center as a Service) environments, driving innovation, operational efficiency, and customer satisfaction through cutting-edge technology and seamless integration.
You are responsible for driving company success through performing the following tasks to the highest standards:
Solution Design & Architecture:
Designing end-to-end cloud-based contact center solutions, including IVR scripts, routing flows, and ACD configurations.
Architecting solutions that integrate various technologies such as telephony, CRM, AI-driven analytics, and omnichannel engagement platforms.
Creating transformation roadmaps and measurable business cases that empower and support business enablement.
Designing comprehensive technical solutions, including selecting the appropriate technology stack and producing architecture diagrams.
Provides subject matter expertise on WFM best practices, tools, and emerging technologies to stakeholders and leadership.
Champions automation and AI-driven forecasting to enhance accuracy and reduce manual overhead in workforce planning.
Ensuring system scalability, security, and performance.
Technical Leadership & Implementation:
Providing technical leadership throughout the project lifecycle.
Leading architectural planning and delivery for large-scale contact center deployments.
Collaborating with business and technical teams to gather requirements and translate them into technical solutions.
Developing and delivering solution review presentations.
Supporting technical efforts and supervising project phases.
Integration and Development:
Integrating NICE CXone with CRMs, databases, and third-party systems.
Owning the software development experience, including API integrations and web service experiences.
Formulating ideas into tangible solutions.
Team Collaboration and Solution Alignment
Clearly articulate solution designs to internal stakeholders across business and technical teams.
Collaborate closely with internal teams and technology partners to validate solution scope and architecture.
Support solution lifecycle activities from planning through implementation, with a focus on operational readiness and business enablement.
What Are We Looking For:
To fulfill this role optimally, you must possess the following minimum qualifications and experience:
Bachelors degree in
computer science, IT, or engineering (preferred).
Extensive experience in contact center and unified communications environments, often 10+ years.
Proven experience in architecting, designing, and implementing contact center solutions with platforms.
Hands-on experience with NICE CXone software development.
Experience with enterprise-level CCaaS architecture for complex business needs.
Strong background in solution design, integration design, and strategic consulting.
Experience with cloud network infrastructure.
Technical Skills:
Proficiency in programming languages like JavaScript, Python, Java, and C++.
Knowledge of IVR, CTI, call routing, and agent desktop frameworks.
Understanding of API integrations, data flows, and contact center analytics.
HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweeks Americas Greatest Workplaces for Parents & Families. Over the past 30 years, the highest honor weve received is the continued loyalty of our Owners, Members and Guests. Weve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.
*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.
Heres why you will love it here:
Recognition Programs and Rewards
Excellent health care options, including medical, dental, and vision
A people-first culture
Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
Perks at work: Employee Pricing platform
Employee Assistance Program that supports your physical and mental well-being.
Paid Vacation Time and Paid Sick Days
401(k) program with company match
Tuition reimbursement programs
Numerous learning and advancement opportunities
And more!
What Will I be Doing?
A
Contact Center Architect
is a strategic technology leader and solution visionary responsible for architecting and delivering transformative customer experience (CX) and contact center ecosystems. This role blends deep technical expertise with business acumen to design, develop, and implement scalable, secure, and intelligent contact center solutionsprimarily leveraging platforms like
NICE CXone , but also integrating with CRMs, AI/ML tools, and omnichannel engagement systems.
This individual serves as the principal architect for enterprise-grade CCaaS (Contact Center as a Service) environments, driving innovation, operational efficiency, and customer satisfaction through cutting-edge technology and seamless integration.
You are responsible for driving company success through performing the following tasks to the highest standards:
Solution Design & Architecture:
Designing end-to-end cloud-based contact center solutions, including IVR scripts, routing flows, and ACD configurations.
Architecting solutions that integrate various technologies such as telephony, CRM, AI-driven analytics, and omnichannel engagement platforms.
Creating transformation roadmaps and measurable business cases that empower and support business enablement.
Designing comprehensive technical solutions, including selecting the appropriate technology stack and producing architecture diagrams.
Provides subject matter expertise on WFM best practices, tools, and emerging technologies to stakeholders and leadership.
Champions automation and AI-driven forecasting to enhance accuracy and reduce manual overhead in workforce planning.
Ensuring system scalability, security, and performance.
Technical Leadership & Implementation:
Providing technical leadership throughout the project lifecycle.
Leading architectural planning and delivery for large-scale contact center deployments.
Collaborating with business and technical teams to gather requirements and translate them into technical solutions.
Developing and delivering solution review presentations.
Supporting technical efforts and supervising project phases.
Integration and Development:
Integrating NICE CXone with CRMs, databases, and third-party systems.
Owning the software development experience, including API integrations and web service experiences.
Formulating ideas into tangible solutions.
Team Collaboration and Solution Alignment
Clearly articulate solution designs to internal stakeholders across business and technical teams.
Collaborate closely with internal teams and technology partners to validate solution scope and architecture.
Support solution lifecycle activities from planning through implementation, with a focus on operational readiness and business enablement.
What Are We Looking For:
To fulfill this role optimally, you must possess the following minimum qualifications and experience:
Bachelors degree in
computer science, IT, or engineering (preferred).
Extensive experience in contact center and unified communications environments, often 10+ years.
Proven experience in architecting, designing, and implementing contact center solutions with platforms.
Hands-on experience with NICE CXone software development.
Experience with enterprise-level CCaaS architecture for complex business needs.
Strong background in solution design, integration design, and strategic consulting.
Experience with cloud network infrastructure.
Technical Skills:
Proficiency in programming languages like JavaScript, Python, Java, and C++.
Knowledge of IVR, CTI, call routing, and agent desktop frameworks.
Understanding of API integrations, data flows, and contact center analytics.
HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweeks Americas Greatest Workplaces for Parents & Families. Over the past 30 years, the highest honor weve received is the continued loyalty of our Owners, Members and Guests. Weve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.
*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.