JOB TITLE: Five9 Architect – Contact Center / CCaaS

Location: Remote
Experience: 10–15 Years

Job Summary

We are seeking a senior Five9 Architect to lead the architecture and technical design of enterprise Five9 contact-center / CCaaS solutions.

The ideal candidate should have deep Five9 expertise and the ability to define end-to-end contact-center architecture covering IVR, routing, integrations, APIs, scalability, security, reliability, and enterprise application connectivity.

Key Responsibilities

• Lead end-to-end Five9 solution architecture and technical design.
• Define scalable enterprise contact-center architecture using Five9.
• Design IVR, call-flow, routing, queue, skill, and interaction strategies.
• Define architecture for Five9 integrations with CRM and enterprise applications.
• Design API and integration patterns for connecting Five9 with backend platforms.
• Translate business and contact-center requirements into technical architecture.
• Establish Five9 architecture standards, patterns, and engineering best practices.
• Lead architecture and technical-design reviews.
• Provide technical guidance to Five9 developers and implementation teams.
• Evaluate solution scalability, performance, security, reliability, and resiliency.
• Guide complex Five9 implementations, integrations, migrations, and enhancements.
• Troubleshoot complex architecture and integration issues.
• Partner with business, infrastructure, security, application, and contact-center teams.
• Produce solution architecture diagrams and technical-design documentation.
• Provide technical leadership throughout implementation and production deployment.

Good to Have

• Large enterprise Five9 implementations
• Contact-center transformation/migration experience
• Salesforce or other CRM integrations
• CTI / API integration architecture
• Conversational AI / Virtual Agent integration
• Omnichannel contact-center architecture
• Cloud and enterprise integration architecture experience

Must-Have Skills

• Five9
• Five9 Solution Architecture
• Contact Center / CCaaS Architecture
• IVR / Call Flow Architecture
• Routing / Queues / Skills
• API & Integration Architecture
• CRM / Enterprise Integrations
• Contact Center Solution Design
• Scalability & Performance Design
• Security & Reliability
• Technical Design
• Architecture Leadership
• Five9 Implementation