Role: Five9 Solution Architect (Strategic / Architect-Level)
Location: Chicago, IL, United States
Term: Contract
Domain: Contact Center / CCaaS
We are seeking experienced Five9 Solution Architects to join a highly strategic, high-visibility initiative.
This role offers the opportunity to design and shape a modern, cloud-native contact center ecosystem spanning voice, digital, AI, and workforce engagement capabilities, while driving measurable business impact across the enterprise.
Key Responsibilities
- Design and architect end-to-end Five9 Intelligent Cloud Contact Center solutions aligned with business and technical requirements.
- Lead architecture across Five9 modules including Voice (ACD/IVR), Digital Engagement (chat, email, SMS, social), WEM/WFO, AI/virtual agents, and analytics.
- Architect AI-driven capabilities including Five9 Genius AI, IVA, Agent Assist, and workflow automation.
- Design IVR call flows, routing strategies, and scripting using Five9 Studio and VCC Administration.
- Lead integrations between Five9 and enterprise systems (Salesforce, ServiceNow, Microsoft Dynamics, UCaaS platforms, and custom APIs) using REST/SOAP APIs.
- Define architecture standards, design patterns, and best practices for enterprise Five9 deployments.
- Provide technical leadership and mentorship across design, development, testing, and go-live phases.
- Collaborate with business and IT stakeholders to translate requirements into scalable and resilient architectures.
- Ensure compliance with security and regulatory standards (PCI-DSS, HIPAA, GDPR, etc.).
- Support migration of legacy contact center platforms (Cisco, Avaya, Genesys) to Five9, including cutover planning.
- Evaluate licensing models, network readiness, and infrastructure requirements (SIP, QoS, WebRTC).
- Participate in discovery workshops, pre-sales discussions, and executive-level presentations.
Required Qualifications
- 5+ years of experience architecting and implementing enterprise-scale Five9 solutions.
- Deep expertise across Five9 platform components: VCC, IVR/Studio, Digital Engagement, WEM, Reporting & Analytics, and AI/IVA.
- Strong integration experience using Five9 REST APIs, SOAP APIs, CTI connectors, and CRM adapters (Salesforce, ServiceNow, Dynamics).
- Strong understanding of contact center technologies (SIP/VoIP, WebRTC, ACD routing, omnichannel queues, outbound dialers).
- Experience designing high availability, disaster recovery, and geo-redundant architectures.
- Familiarity with Five9 AI suite including Genius AI, IVA, Agent Assist, and real-time transcription.
- Experience in migrations from legacy platforms (Cisco, Avaya, Genesys) to Five9.
- Knowledge of compliance standards (PCI-DSS, HIPAA, SOC 2).
- Strong stakeholder management and executive communication skills.
- Five9 certifications preferred (Administrator, Technical Sales Professional, or equivalent).
Preferred Qualifications
- Experience positioning Five9 within competitive CCaaS ecosystems.
- Exposure to AI/NLP platforms (Google CCAI, Amazon Lex, Nuance) integrated with contact centers.
- Experience with workforce management tools (Verint, NICE, Calabrio) alongside Five9 WEM.
- Familiarity with ITIL, Agile, or SAFe frameworks in enterprise environments.
- Exposure to Twilio (Flex, Voice, Messaging APIs) as a complementary CCaaS/CPaaS solution is a strong plus.
