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Contact Center Architect - New York City, NY (Hybrid) - Contract - Lorven Technologies Inc.

Lorven Technologies, Inc.

Hybrid in New York, New York • Today

Easy Apply

Contract, Third Party

Depends on Experience

Job Details

Skills

Contact Center

Summary

Job Title : Contact Center Architect
Location : New York City, NY (Hybrid)
Duration : Long Term

Required Skills:

Bachelor's degree or Master’s Degree in Computer science, or a related field, with minimum 12+ Years of relevant experience.
Hands-on Five9 platform architecture, administration, and/or implementation experience.
Demonstrated expertise in CCaaS/contact center architecture: ACD, IVR, skills-based routing, WFM, call recording/QM (WEM), and omnichannel routing.
Experience Integrating Five9 with CRM and other business systems (e.g., Salesforce, MS Dynamics).
Strong understanding of contact center KPIs (AHT, abandon rate, containment, NPS) and how platform configuration drives them.
Prior experience supporting technology assessments or audits — comfortable evaluating and advising, not implementation projects alone.
Excellent written and verbal English communication skills; comfortable presenting technical findings to both IT and business stakeholders.

Responsibilities:

Serve as the Five9 subject-matter expert during discovery workshops, call observations, and technical deep-dives with Healthcare Client IT and contact center stakeholders.
Assess current Five9 configuration, call routing/IVR design, and integrations (CRM, WFM, reporting/analytics) across Home Care, Hospice, and Personal Care.
Identify technical gaps, underutilized features, and configuration or licensing opportunities relative to Healthcare Client's business requirements.
Validate findings from call observations, mystery shopping, and stakeholder interviews against Five9 platform capabilities and constraints.
Support development of the technology architecture and transformation roadmap deliverables with Five9-specific recommendations, sequencing, and level-of-effort estimates.
Partner with the assessment team to translate business requirements into Five9 platform design options (skills-based routing, omnichannel, AI/automation, WEM/remote monitoring).

Preferred Skills:

Five9 certification(s) (e.g., Five9 Certified Architect/Administrator).
Familiarity with AI/automation and self-service technologies (virtual agents, predictive routing, conversational IVR).
(Not Required) Healthcare payer/provider, home care, or hospice domain experience.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10120137
Position Id: 71634-10367-1790090985
Posted 4 hours ago

Fitment

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Job Details

Skills

Contact Center

Summary

Job Title : Contact Center Architect
Location : New York City, NY (Hybrid)
Duration : Long Term

Required Skills:

Bachelor's degree or Master’s Degree in Computer science, or a related field, with minimum 12+ Years of relevant experience.
Hands-on Five9 platform architecture, administration, and/or implementation experience.
Demonstrated expertise in CCaaS/contact center architecture: ACD, IVR, skills-based routing, WFM, call recording/QM (WEM), and omnichannel routing.
Experience Integrating Five9 with CRM and other business systems (e.g., Salesforce, MS Dynamics).
Strong understanding of contact center KPIs (AHT, abandon rate, containment, NPS) and how platform configuration drives them.
Prior experience supporting technology assessments or audits — comfortable evaluating and advising, not implementation projects alone.
Excellent written and verbal English communication skills; comfortable presenting technical findings to both IT and business stakeholders.

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Serve as the Five9 subject-matter expert during discovery workshops, call observations, and technical deep-dives with Healthcare Client IT and contact center stakeholders.
Assess current Five9 configuration, call routing/IVR design, and integrations (CRM, WFM, reporting/analytics) across Home Care, Hospice, and Personal Care.
Identify technical gaps, underutilized features, and configuration or licensing opportunities relative to Healthcare Client's business requirements.
Validate findings from call observations, mystery shopping, and stakeholder interviews against Five9 platform capabilities and constraints.
Support development of the technology architecture and transformation roadmap deliverables with Five9-specific recommendations, sequencing, and level-of-effort estimates.
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Preferred Skills:

Five9 certification(s) (e.g., Five9 Certified Architect/Administrator).
Familiarity with AI/automation and self-service technologies (virtual agents, predictive routing, conversational IVR).
(Not Required) Healthcare payer/provider, home care, or hospice domain experience.

Dice Id: 10120137
Position Id: 71634-10367-1790090985
Posted 4 hours ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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