Contact center architect (New York)

One of our leading client is looking for Contact center architect Job Title - Contact center architect Location - New York City Job Type- Full Time KEY RESPONSIBILITIES • Serve as the Five9 subject-matter expert during discovery workshops, call observations, and technical deep-dives with Healthcare Client IT and contact center stakeholders. • Assess current Five9 configuration, call routing/IVR design, and integrations (CRM, WFM, reporting/analytics) across Home Care, Hospice, and Personal Care. • Identify technical gaps, underutilized features, and configuration or licensing opportunities relative to Healthcare Client's business requirements. • Validate findings from call observations, mystery shopping, and stakeholder interviews against Five9 platform capabilities and constraints. • Support development of the technology architecture and transformation roadmap deliverables with Five9-specific recommendations, sequencing, and level-of-effort estimates. • Partner with the assessment team to translate business requirements into Five9 platform design options (skills-based routing, omnichannel, AI/automation, WEM/remote monitoring). REQUIRED SKILLS & EXPERIENCE • Hands-on Five9 platform architecture, administration, and/or implementation experience. • Demonstrated expertise in CCaaS/contact center architecture: ACD, IVR, skills-based routing, WFM, call recording/QM (WEM), and omnichannel routing. • Experience integrating Five9 with CRM and other business systems (e.g., Salesforce, MS Dynamics). • Strong understanding of contact center KPIs (AHT, abandon rate, containment, NPS) and how platform configuration drives them. • Prior experience supporting technology assessments or audits — comfortable evaluating and advising, not implementation projects alone. • Excellent written and verbal English communication skills; comfortable presenting technical findings to both IT and business stakeholders. PREFERRED / NICE-TO-HAVE SKILLS • Five9 certification(s) (e.g., Five9 Certified Architect/Administrator). • Familiarity with AI/automation and self-service technologies (virtual agents, predictive routing, conversational IVR). • (not required) Healthcare payer/provider, home care, or hospice domain experience. programmers.io