Five9 Architect

Job Summary

Role: Five9 Architect

Hire Type: FTE

Location: Hyderabad, Chennai, Pune, Bangalore

Experience: 10-15 Years

Role overview

We are seeking an experienced Five9 Architect to lead the architecture and solution design of enterprise contact center platforms and integrations. The ideal candidate will have strong expertise in Five9, contact center technologies, Work Flow Automation, CRM integrations, workforce management and AI-powered contact center capabilities.

The role requires hands-on experience in designing APIs, data pipelines and cloud integrations, along with the ability to translate business requirements into scalable and reliable contact center solutions. The candidate should also have strong experience working with AI Assist, Auto QA, Voice/Email AI and automation capabilities.

Key responsibilities

• Contact Center Architecture Solution Design
  • Lead architecture and solution design for enterprise contact center implementations using Five9 and related platforms.
  • Design scalable, secure and high-performing contact center solutions aligned with business requirements.
  • Define end-to-end architecture across Five9, CRM, Workforce Management (WFM), LeadPerfection (LP) and other enterprise platforms.
  • Evaluate existing contact center architecture and recommend improvements for scalability, performance and operational efficiency.
  • Translate complex business requirements into technical architecture and solution designs.
• Five9 Work Flow Automation
  • Provide technical leadership on Five9 platform capabilities and implementations.
  • Design and implement Five9 Work Flow Automation solutions.
  • Configure and optimize Five9 campaigns, including pacing and performance optimization.
  • Design contact routing, workflow and automation solutions.
  • Integrate Five9 with CRM, WFM, AI and other enterprise systems.
  • Ensure effective utilization of Five9 capabilities across the contact center ecosystem.
• API, Data Cloud Integrations
  • Design and oversee APIs and integrations between Five9 and enterprise applications.
  • Develop integration architecture using REST APIs and cloud-based integration patterns.
  • Design scalable data pipelines for contact center data and analytics.
  • Ensure reliable data synchronization between contact center, CRM and supporting platforms.
  • Define integration standards, security practices and data flow architectures.
• AI Contact Center Automation
  • Design and implement AI-powered contact center capabilities including AI Assist, Auto QA and Voice/Email AI.
  • Evaluate and integrate AI and automation platforms to improve contact center productivity and customer experience.
  • Identify opportunities to automate contact center processes using AI and intelligent workflows.
  • Collaborate with business and technical teams to define AI use cases and implementation strategies.
  • Ensure AI solutions are scalable, secure and aligned with enterprise architecture standards.
• Workforce Management Analytics
  • Work with Verint Workforce Management (WFM) solutions and understand forecasting and scheduling models.
  • Support architecture and integration of workforce management capabilities with Five9.
  • Design solutions for workforce planning, forecasting and scheduling optimization.
  • Support development of reporting and analytics solutions for contact center operations.
  • Collaborate on Power BI dashboards and reports to provide actionable business insights.
• Stakeholder Collaboration Technical Leadership
  • Collaborate with business stakeholders, product teams, technical teams and leadership to define solution requirements.
  • Lead architecture discussions and communicate technical recommendations effectively.
  • Provide guidance to development and implementation teams.
  • Review technical designs and ensure adherence to architecture and integration standards.
  • Identify technical risks and recommend appropriate mitigation strategies.

Required technical skills and competencies

• 8-12+ years of experience in architecture or solution design roles.
• Strong expertise in contact center systems, particularly Five9/WFA, CRM and LeadPerfection (LP).
• Hands-on experience designing APIs, data pipelines and cloud integrations.
• Strong experience with Five9 Work Flow Automation.
• Experience implementing AI Assist, Auto QA and Voice/Email AI capabilities.
• Knowledge of Verint WFM forecasting and scheduling models.
• Strong understanding of contact center architecture, integrations and automation.
• Experience with Five9 campaign configuration and pacing optimization.
• Strong analytical, problem-solving and communication skills.

Must have skills

• Five9 architecture and solution design.
• Five9 Work Flow Automation (WFA).
• Contact center technology experience.
• API and cloud integration architecture.
• Data pipelines and enterprise integrations.
• AI Assist / Auto QA / Voice Email AI experience.
• Verint WFM forecasting and scheduling knowledge.
• CRM integration experience.
• Strong architecture and solution design experience.
• Immediate joining availability.

Good to have skills

• Five9 campaign configuration and pacing optimization.
• LeadPerfection (LP) integration.
• MoEngage.
• Hatch.
• Spotio.
• Power BI dashboard and report development.
• Kore.ai.
• Lyzr.
• Experience with AI and automation platforms.
• Experience with advanced contact center analytics and optimization.

Desired attributes

• Strong technical leadership and architecture skills.
• Strategic thinker with the ability to translate business requirements into scalable technical solutions.
• Strong understanding of contact center operations and technology ecosystems.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and analytical capabilities.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.