Five9 Solutions Architect (Hybrid Onsite)

Overview

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.

 

Required Qualifications

• 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.