Five9 Solution Architect (Strategic / Architect-Level)

Role: Five9 Solution Architect (Strategic / Architect-Level)

Location: Chicago, IL, United States

Term: Contract

Domain: Contact Center / CCaaS

We are seeking experienced Five9 Solution Architects to join a highly strategic, high-visibility initiative.

This role offers the opportunity to design and shape a modern, cloud-native contact center ecosystem spanning voice, digital, AI, and workforce engagement capabilities, while driving measurable business impact across the enterprise.

Key Responsibilities

• Design and architect end-to-end Five9 Intelligent Cloud Contact Center solutions aligned with business and technical requirements.

• Lead architecture across Five9 modules including Voice (ACD/IVR), Digital Engagement (chat, email, SMS, social), WEM/WFO, AI/virtual agents, and analytics.

• Architect AI-driven capabilities including Five9 Genius AI, IVA, Agent Assist, and workflow automation.

• Design IVR call flows, routing strategies, and scripting using Five9 Studio and VCC Administration.

• Lead integrations between Five9 and enterprise systems (Salesforce, Service

Now, Microsoft Dynamics, UCaaS platforms, and custom APIs) using REST/SOAP APIs.

• Define architecture standards, design patterns, and best practices for enterprise Five9 deployments.

• Provide technical leadership and mentorship across design, development, testing, and go-live phases.

• Collaborate with business and IT stakeholders to translate requirements into scalable and resilient architectures.

• Ensure compliance with security and regulatory standards (PCI-DSS, HIPAA, GDPR, etc.).

• Support migration of legacy contact center platforms (Cisco, Avaya, Genesys) to Five9, including cutover planning.

• Evaluate licensing models, network readiness, and infrastructure requirements (SIP, QoS, WebRTC).

• Participate in discovery workshops, pre-sales discussions, and executive-level presentations.

Required Qualifications

• 5+ years of experience architecting and implementing enterprise-scale Five9 solutions.

• Deep expertise across Five9 platform components: VCC, IVR/Studio, Digital Engagement, WEM, Reporting & Analytics, and AI/IVA.

• Strong integration experience using Five9 REST APIs, SOAP APIs, CTI connectors, and CRM adapters (Salesforce, Service

Now, Dynamics).

• Strong understanding of contact center technologies (SIP/VoIP, WebRTC, ACD routing, omnichannel queues, outbound dialers).

• Experience designing high availability, disaster recovery, and geo-redundant architectures.

• Familiarity with Five9 AI suite including Genius AI, IVA, Agent Assist, and real-time transcription.

• Experience in migrations from legacy platforms (Cisco, Avaya, Genesys) to Five9.

• Knowledge of compliance standards (PCI-DSS, HIPAA, SOC 2).

• Strong stakeholder management and executive communication skills.

• Five9 certifications preferred (Administrator, Technical Sales Professional, or equivalent).

Preferred Qualifications

• Experience positioning Five9 within competitive CCaaS ecosystems.

• Exposure to AI/NLP platforms (Google CCAI, Amazon Lex, Nuance) integrated with contact centers.

• Experience with workforce management tools (Verint, NICE, Calabrio) alongside Five9 WEM.

• Familiarity with ITIL, Agile, or SAFe frameworks in enterprise environments.

• Exposure to Twilio (Flex, Voice, Messaging APIs) as a complementary CCaaS/CPaaS solution is a strong plus.