Five9 Solutions Architect (Hybrid Onsite)

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

• Lead end-to-end architecture, implementation, deployment, and optimization of enterprise Five9 CCaaS solutions.
• Design and enhance IVR scripts, call flows, skill-based routing, queue configurations, campaign parameters, and proactive outbound dialers.
• Create architecture diagrams, call-flow documentation, technical specifications, and sequence diagrams.
• Architect and implement Five9 VCC integration with Salesforce using the Five9 Plus Adapter.
• Configure and support CTI capabilities including screen pops, click-to-dial, automated call logging, and bi-directional synchronization.
• Design REST/SOAP web-services callbacks within Five9 IVR scripts to query and update Salesforce data in real time.
• Support implementation of Five9 Intelligent Virtual Agent (IVA) capabilities or third-party NLU/chatbot solutions.
• Integrate Five9 and Salesforce reporting and analytics for unified operational visibility.
• Act as the senior escalation point for complex integration issues, call failures, and SIP/RTP transport problems.
• Establish governance, security, standards, and release-management practices across CCaaS and CRM platforms.
• Partner with telecom and network teams on SIP trunks, BYOC configurations, PSTN routing, and WebRTC performance., Experience integrating Five9 with third-party applications using APIs, web services, webhooks, or CTI technologies

• 10+ years of overall contact center or CCaaS experience.
• 5+ years of hands-on experience designing, implementing, and administering Five9 Contact Center environments.
• 3+ years of experience as a Solutions Architect, Lead Engineer, or similar technical leadership role delivering enterprise CCaaS projects.
• Recent hands-on cloud CCaaS experience, with strong recent Five9 focus.
• Demonstrated experience designing IVR and end-to-end call-flow solutions.
• Strong experience integrating Five9 with Salesforce Sales Cloud, Service Cloud, and Omni-Channel.
• Hands-on engineering or development background; administration-only profiles will not be considered.
• Experience integrating Five9 with third-party applications and enterprise platforms.

Technical Skills

• Five9 VCC architecture and implementation
• Five9 IVR Studio, Campaign Director, Administrator Console, and Agent Desktop
• Five9 Plus Adapter for Salesforce
• REST and SOAP APIs, webhooks, CTI Open Media APIs, and Salesforce Connected Apps
• Salesforce integration architecture and real-time data exchange
• SIP, RTP, WebRTC, codecs, BYOC, and PSTN routing
• Skill-based routing, IVR design, outbound dialing, and contact-center workflow design
• Architecture documentation, technical governance, and release management

Preferred Certifications

• Five9 Certified Administrator
• Five9 Implementation Partner Certification
• Salesforce Certified Integration Architect
• 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.

Top Skills & Years of Experience

S.No

Custom Skill Requirement

Minimum Experience

1

Five9 Solutions Architect experience, including ownership of contact-center solution design, implementation, integrations, and technical decision-making

7+ years

2

Hands-on experience designing, implementing, and administering Five9 Contact Center environments

5+ years

3

Experience in a Solutions Architect or Lead Engineering role delivering enterprise CCaaS projects

3+ years

4

Overall CCaaS or contact-center experience across cloud and/or enterprise platforms

10+ years

5

Recent hands-on cloud CCaaS experience

5+ years

6

Strong Five9 architecture and implementation experience, including Five9 VCC configuration and deployment, Hands-on development or engineering experience; candidates with administration-only experience are not eligible