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# Contact center architect

- **Company:** First Call Trading Corporation
- **Location:** Weehawken Township, NJ, United States
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Computing Platforms, Business Systems, Microsoft Dynamics CRM, Routing, Salesforce.Com, Systems Integration, Virtual Agents
- **Published:** October 2, 2026
- **Apply:** https://www.disabledperson.com/jobs/75672301-contact-center-architect

## About the Role

* 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.

PREFERRED / NICE-TO-HAVE 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.

## Description

* 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).