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# Five9 Solutions Architect (Hybrid Onsite)

- **Company:** Gsk Solutions Inc
- **Location:** Frisco, TX, United States
- **Contract:** Temporary contract
- **Skills:** Application Programming Interfaces (APIs), Application Services, Codecs, Computer Telephony Integration, Customer Data Management, Routing, Public Switched Telephone Networks, Release Management, Cloud Services, Salesforce.Com, Systems Integration, Web Services, WebRTC, Data Logging, Real-Time Transport Protocol, Genesys, SOAPAPI, Salesforce Sales Cloud, Real Time Data, Restful APIs, Webhooks, Natural Language Understanding
- **Published:** August 28, 2026
- **Apply:** https://www.dice.com/job-detail/acecb351-1220-4616-8382-58da02e53d1a

## About the Role

* 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

## Description

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


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