Lead business and technical requirement discussions and translate them into scalable CCaaS architectures.
Own end-to-end solution delivery including design, configuration, testing, deployment, and rollout.
Serve as the primary technical authority across multiple concurrent initiatives.
Provide technical leadership, code reviews, governance, and quality assurance.
Guide customers on best practices related to performance, scalability, security, and reliability.
Design and deploy Five9 solutions including VCC Core, outbound campaigns, and dialing strategies.
Develop IVR/IVA solutions with complex call flows, variables, and scripting.
Implement Workforce Automation (WFA) and AI-driven capabilities.
Configure dashboards, reporting, and supervisor tools.
Architect and implement integrations with CRM/ITSM systems using APIs and webhooks.
Implement identity and authentication solutions (SSO, SAML, OAuth).
Troubleshoot complex issues across application, network, cloud, and telecom layers.
Collaborate with project managers for estimation, risk management, and timely delivery.
Lead and mentor team members to enhance technical capabilities and delivery quality.
Deliver client presentations, demos, and solution recommendations.

Bachelor’s degree in Computer Science, IT, Engineering, or related field (preferred).
8+ years of experience in Contact Center/CCaaS Professional Services.
5+ years of hands-on architecture experience with Five9 platform.
5+ years of development experience in web and integration technologies.
3+ years of experience integrating CRM/ITSM platforms.
Strong experience in enterprise-level solution design and implementation.
Proven expertise in troubleshooting and delivering customer-facing solutions.

Principal Architect

Key skills