Company Description
Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.
Accor Tech & Digital, jobs in the tech field where intelligence is above all human!
Job Description
Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.
Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.
Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.
Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.
Here, your scope will know no boundaries;
So join us and dare to make an impact on the world!
Here is where your greatest challenge awaits you:
- Introduce the department and the associated team.
- Outline the main mission of this department, its role, and its ambition.
- Provide an overview of the context.
At Accor, we believe that every guest interaction is an opportunity to create a meaningful experience. Our Global Contact Centres are at the heart of this vision — operating 24/7 across time zones, languages, and cultures to ensure every booking, every question, and every moment of support feels seamless and personal.
- To support this mission, our IT Solutions team is growing — and we’re looking for a Telecom Project Manager to help us design, scale, and continuously improve the voice systems powering conversations with millions of guests around the world
Your mission
As Telecom Project Manager, you'll play a key role in ensuring the reliability, performance, and evolution of the telephony infrastructure that supports our global reservation and customer service centers. You’ll work closely with top-tier providers like AWS and Orange Business, and collaborate cross-functionally with our Product, Operations, and IT teams.
This is a unique opportunity to work on cloud-native technologies, drive strategic improvements, and support business-critical services at the heart of a global hospitality leader.
What you'll do
1. Telecommunication System Ownership
- Manage and maintain our contact center telephony infrastructure (including AWS Connect and IVR platforms).
- Ensure optimal call routing, quality, and availability across all regions and languages.
- Monitor system performance, resolve incidents, and implement proactive improvements.
- Partner with telecom vendors and internal support teams to troubleshoot and escalate complex issues.
- Provide ongoing technical support and training to internal users when needed.
2. Lead Projects & Innovation
- Deliver voice-related projects from scoping to deployment, including new features, integrations, and country rollouts.
- Collaborate with cross-functional teams to define requirements, create user stories, and participate in solution design.
- Stay ahead of the curve on voice tech trends (AI, self-service, automation) and help us explore new opportunities to improve the guest and agent experience.
Qualifications
And you?
- 2–3 years’ experience in telecom or contact center technology environments.
- Degree in Computer Science, Engineering, IT Management, or equivalent practical experience.
- Solid hands-on experience with Amazon Connect or other cloud contact center platforms.
- Strong understanding of call routing, IVR, and international telecom routing.
- Fluent in English (spoken and written) — French is a plus but not mandatory.
- You're autonomous, curious, and solution-oriented — not afraid to roll up your sleeves when needed.
- You’re structured, organized, and able to drive projects with precision and clarity.
- Above all, you're a team player who thrives in multicultural, fast-moving environments.
Additional Information
Accor dares to impact:
- the world
- Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
- We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.
- your career:
- We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.
- Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.
- Specifically, at Accor Tech & Digital:
- Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces.
- Every Wednesday afternoon, dedicate your time to deep work and personal development.
- Work in a multicultural and English-speaking environment.
- Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications.
and also,
- ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.
- Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
- An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
- Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).
- €10 meal vouchers.
- A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
- Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas.
Your talent and motivation are our only selection criteria.
We value the richness of the diverse nationalities, personalities, and professional backgrounds.
We know how to adapt to the specific needs of our employees, including those with disabilities.
We encourage all applications, regardless of gender, so go ahead and apply!
Recruitment is all about people!
Is this mission appealing to you? Apply, and we will offer you:
- A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
- An interview with the team manager responsible for the role you are interested in.
- For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.
- A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.
- A personalized feedback.
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