Solutions Architect

Five9 Solutions Architect (Hybrid Onsite)Location: Frisco, TXDuration: 20 MonthsInterview Type: Virtual / In-PersonNote: Dallas local preferred with expectation to work in Client office (Addison); if candidate is strong, will go for remote with travel required (20-30% travel)Job Description: OverviewWe 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 implementationFive9 IVR Studio, Campaign Director, Administrator Console, and Agent DesktopFive9 Plus Adapter for SalesforceREST and SOAP APIs, webhooks, CTI Open Media APIs, and Salesforce Connected AppsSalesforce integration architecture and real-time data exchangeSIP, RTP, WebRTC, codecs, BYOC, and PSTN routingSkill-based routing, IVR design, outbound dialing, and contact-center workflow designArchitecture documentation, technical governance, and release managementPreferred Certifications:Five9 Certified AdministratorFive9 Implementation Partner CertificationSalesforce Certified Integration ArchitectSalesforce Certified AdministratorIdeal 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. 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.Top Skills & Years of Experience:Five9 Solutions Architect experience, including ownership of contact-center solution design, implementation, integrations, and technical decision-making: 7+ yearsHands-on experience designing, implementing, and administering Five9 Contact Center environments: 5+ yearsExperience in a Solutions Architect or Lead Engineering role delivering enterprise CCaaS projects: 3+ yearsOverall CCaaS or contact-center experience across cloud and/or enterprise platforms: 10+ yearsRecent hands-on cloud CCaaS experience: 5+ yearsStrong Five9 architecture and implementation experience, including Five9 VCC configuration and deployment: RequiredExperience designing and optimizing IVR solutions, call flows, skill-based routing, and queue configurations: RequiredExperience integrating Five9 with third-party applications using APIs, web services, webhooks, or CTI technologies: RequiredExperience integrating Five9 with Salesforce Sales Cloud, Service Cloud, and/or Omni-Channel: RequiredHands-on development or engineering experience; candidates with administration-only experience are not eligible: Required