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Job Description
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Overview
We are seeking an experienced Five9 Solutions Architect to lead the architecture, deployment, and ongoing optimization of an enterprise Contact Center as a Service (CCaaS) environment. This person will serve as the technical subject matter expert for complex Five9 contact center solutions, with a strong emphasis on real-time integration with Salesforce Sales Cloud and Service Cloud.
The ideal candidate is a hands-on architect with deep Five9 engineering experience—not solely a platform administrator. They will translate business and operational requirements into scalable, high-performing customer engagement, routing, IVR, and CRM-integration solutions.
Responsibilities
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Lead end-to-end architecture, implementation, deployment, and optimization of enterprise Five9 CCaaS solutions.
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Design and enhance IVR scripts, call flows, skill-based routing, queue configurations, campaign parameters, and proactive outbound dialers.
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Create architecture diagrams, call-flow documentation, technical specifications, and sequence diagrams.
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Architect and implement Five9 VCC integration with Salesforce using the Five9 Plus Adapter.
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Configure and support CTI capabilities including screen pops, click-to-dial, automated call logging, and bi-directional synchronization.
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Design REST/SOAP web-services callbacks within Five9 IVR scripts to query and update Salesforce data in real time.
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Support implementation of Five9 Intelligent Virtual Agent (IVA) capabilities or third-party NLU/chatbot solutions.
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Integrate Five9 and Salesforce reporting and analytics for unified operational visibility.
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Act as the senior escalation point for complex integration issues, call failures, and SIP/RTP transport problems.
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Establish governance, security, standards, and release-management practices across CCaaS and CRM platforms.
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Partner with telecom and network teams on SIP trunks, BYOC configurations, PSTN routing, and WebRTC performance.
Required Qualifications
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10+ years of overall contact center or CCaaS experience.
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5+ years of hands-on experience designing, implementing, and administering Five9 Contact Center environments.
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3+ years of experience as a Solutions Architect, Lead Engineer, or similar technical leadership role delivering enterprise CCaaS projects.
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Recent hands-on cloud CCaaS experience, with strong recent Five9 focus.
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Demonstrated experience designing IVR and end-to-end call-flow solutions.
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Strong experience integrating Five9 with Salesforce Sales Cloud, Service Cloud, and Omni-Channel.
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Hands-on engineering or development background; administration-only profiles will not be considered.
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Experience integrating Five9 with third-party applications and enterprise platforms.
Technical Skills
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Five9 VCC architecture and implementation
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Five9 IVR Studio, Campaign Director, Administrator Console, and Agent Desktop
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Five9 Plus Adapter for Salesforce
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REST and SOAP APIs, webhooks, CTI Open Media APIs, and Salesforce Connected Apps
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Salesforce integration architecture and real-time data exchange
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SIP, RTP, WebRTC, codecs, BYOC, and PSTN routing
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Skill-based routing, IVR design, outbound dialing, and contact-center workflow design
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Architecture documentation, technical governance, and release management
Preferred Certifications
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Five9 Certified Administrator
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Five9 Implementation Partner Certification
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Salesforce Certified Integration Architect
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Salesforce Certified Administrator
Ideal Candidate
The strongest candidate will have substantial, recent Five9 architect-level experience and a proven ability to design, build, integrate, and lead implementation of contact-center solutions. Experience with other CCaaS platforms—such as NICE CXone or Genesys—is welcome, but recent Five9 expertise is essential.cwcsystem
Candidates whose experience is limited to Five9 administration, support, or help-desk work without IVR design, integrations, architecture, and implementation ownership are unlikely to be a fit.
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Top Skills & Years of Experience
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S.No
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Custom Skill Requirement
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Minimum Experience
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1
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Five9 Solutions Architect experience, including ownership of contact-center solution design, implementation, integrations, and technical decision-making
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7+ years
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2
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Hands-on experience designing, implementing, and administering Five9 Contact Center environments
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5+ years
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3
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Experience in a Solutions Architect or Lead Engineering role delivering enterprise CCaaS projects
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3+ years
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4
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Overall CCaaS or contact-center experience across cloud and/or enterprise platforms
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10+ years
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5
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Recent hands-on cloud CCaaS experience
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5+ years
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6
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Strong Five9 architecture and implementation experience, including Five9 VCC configuration and deployment
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Required
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7
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Experience designing and optimizing IVR solutions, call flows, skill-based routing, and queue configurations
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Required
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8
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Experience integrating Five9 with third-party applications using APIs, web services, webhooks, or CTI technologies
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Required
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9
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Experience integrating Five9 with Salesforce Sales Cloud, Service Cloud, and/or Omni-Channel
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Required
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10
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Hands-on development or engineering experience; candidates with administration-only experience are not eligible
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Required
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