Five9 Solution Architect (Strategic / Architect-Level)

Five9 Solution Architect (Strategic / Architect-Level) at Net2Source (N2S) Five9 Solution Architect (Strategic / Architect-Level) at Net2Source (N2S) in Harwood Heights, Illinois Posted in about 22 hours ago.

Type:

full-time

Job Description:

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, ServiceNow, 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, ServiceNow, Dynamics). Strong understanding of contact center technologies (SIP/VoIP, Web

RTC, 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.