Hilton Grand Vacations
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Architect Contact Center Solutions
role at
Hilton Grand Vacations . Get AI-powered advice on this job and more exclusive features. 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. Benefits
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 solutions — primarily 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. Providing subject matter expertise on WFM best practices, tools, and emerging technologies to stakeholders and leadership. Championing 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: Bachelor's 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. 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. 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. Seniority level
Mid-Senior level Employment type
Full-time Job function
Design, Art/Creative, and Information Technology Industries
Hospitality Referrals increase your chances of interviewing at Hilton Grand Vacations by 2x Sign in to set job alerts for Architect roles. Orlando, FL Salary: $100,000.00-$130,000.00
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Architect Contact Center Solutions
role at
Hilton Grand Vacations . Get AI-powered advice on this job and more exclusive features. 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. Benefits
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 solutions — primarily 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. Providing subject matter expertise on WFM best practices, tools, and emerging technologies to stakeholders and leadership. Championing 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: Bachelor's 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. 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. 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. Seniority level
Mid-Senior level Employment type
Full-time Job function
Design, Art/Creative, and Information Technology Industries
Hospitality Referrals increase your chances of interviewing at Hilton Grand Vacations by 2x Sign in to set job alerts for Architect roles. Orlando, FL Salary: $100,000.00-$130,000.00
#J-18808-Ljbffr