Five9 Contact Center Solutions Architect

Five9 Contact Center Solutions Architect

Location : Bang/Pune/Hyd

Experience : 10 years

JD:

We are seeking an experienced Five9 Solutions Architect to lead the technical design, deployment, and continuous optimization of our enterprise CCaaS environment. In this role, you will serve as the primary subject matter expert responsible for architecting complex Five9 contact center solutions, with a strong focus on seamless, real-time integration with Salesforce CRM (Sales & Service Cloud).

The ideal candidate brings deep expertise in Five9 VCC architecture, IVR scripting, skill-based routing, API integrations, and the Five9 Plus Adapter for Salesforce. You will collaborate closely with contact center leaders, Salesforce administrators, and enterprise IT teams to transform operational requirements into scalable, high-performing customer engagement flows.

• 2. Key Responsibilities
• Architecture & Solution Design
• Lead End-to-End Architecture: Drive the technical design, deployment, and optimization of enterprise Five9 CCaaS solutions.
• Routing & Scripting: Design and optimize complex IVR scripts, skill-based queue routing, campaign parameters, and proactive outbound dialers.
• Architectural Blueprints: Create detailed architecture diagrams, call flow specifications, and sequence diagrams for enterprise contact center flows.
• Salesforce CRM Integration
• Five9 Plus Adapter: Architect and implement deep integration between Five9 VCC and Salesforce using the Five9 Plus Adapter.
• CTI Capabilities: Configure screen pops, automated call logging, click-to-dial functionality, and bi-directional record synchronization.
• Web Services Callbacks: Design REST/SOAP Web Services Callbacks inside Five9 IVR scripts to query and update Salesforce objects in real time.
• AI & Advanced Automation
• Virtual Agents (IVA): Support the design and deployment of Five9 IVA (Intelligent Virtual Agent) or third-party NLU bots for voice and digital self-service.
• Unified Analytics: Oversee reporting and analytics integration between Five9 and Salesforce dashboards for unified operational visibility.
• Technical Leadership & Operations
• Escalation Engineering: Serve as the senior technical escalation point for complex integration failures, call drops, and SIP/RTP transport issues.
• Governance & Standards: Define and enforce governance, security standards, and release management frameworks across CCaaS and CRM platforms.
• Telephony Infrastructure: Partner with Telecom/Network teams to manage SIP trunks, BYOC configurations, and WebRTC performance.
• 3. Required Qualifications
• Professional Experience
• 5+ years of hands-on experience designing, implementing, and administering Five9 Contact Center environments.
• 3+ years in a Solutions Architect or Lead Engineering role delivering enterprise CCaaS projects.
• Proven Track Record architecting native integrations between Five9 VCC and Salesforce (Sales Cloud, Service Cloud, Omni-Channel).
• Technical Mastery
• Five9 Tooling: Deep technical proficiency with Five9 IVR Studio, Campaign Director, Administrator Console, and Agent Desktop.
• Integration Mechanics: Strong mastery of REST/SOAP APIs, Webhooks, CTI Open Media APIs, and Salesforce Connected Apps.
• Core Telephony: Solid understanding of SIP, RTP, WebRTC, Codecs, and BYOC/PSTN routing architectures.

Preferred Certifications: Five9 Certified Administrator OR Five9 Implementation Partner Certification; Salesforce Certified Integration Architect OR Salesforce Certified Administrator

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