Principal Architect - Five9

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Position Purpose

The Five9/CCaaS Principal Architect is responsible for leading end-to-end design and delivery of scalable, secure, and high-performing contact center solutions. This role acts as the primary technical authority, driving architecture, integrations, and implementation while ensuring customer satisfaction and adherence to best practices across the delivery lifecycle.

Key Responsibilities

· Lead business and technical requirement discussions and translate them into scalable CCaaS architectures.
· Own end-to-end solution delivery including design, configuration, testing, deployment, and rollout.
· Serve as the primary technical authority across multiple concurrent initiatives.
· Provide technical leadership, code reviews, governance, and quality assurance.
· Guide customers on best practices related to performance, scalability, security, and reliability.
· Design and deploy Five9 solutions including VCC Core, outbound campaigns, and dialing strategies.
· Develop IVR/IVA solutions with complex call flows, variables, and scripting.
· Implement Workforce Automation (WFA) and AI-driven capabilities.
· Configure dashboards, reporting, and supervisor tools.
· Architect and implement integrations with CRM/ITSM systems using APIs and webhooks.
· Implement identity and authentication solutions (SSO, SAML, OAuth).
· Troubleshoot complex issues across application, network, cloud, and telecom layers.
· Collaborate with project managers for estimation, risk management, and timely delivery.
· Lead and mentor team members to enhance technical capabilities and delivery quality.
· Deliver client presentations, demos, and solution recommendations.

Technical Expertise

· Strong expertise in Five9 Intelligent CX Platform and CCaaS architecture.
· Hands-on experience with IVR, IVA, bots, and speech-enabled solutions.
· Deep knowledge of outbound dialing strategies and campaign optimization.
· Experience in designing enterprise-grade integrations using REST/SOAP APIs.
· Strong understanding of authentication protocols (SSO, SAML, OAuth).
· Expertise in troubleshooting across application, network, and telecom layers.
· Knowledge of CRM/ITSM integrations (Salesforce, ServiceNow, etc.).
· Strong understanding of scalability, performance tuning, and secure architecture design.

Competency

Personal

Strong problem-solving skills, adaptability, attention to detail, and a results-oriented mindset.

Leadership

Ability to lead teams, mentor engineers, and influence stakeholders effectively.

Operations

Strong ability to manage multiple projects, prioritize tasks, and ensure timely delivery.

Communication

Excellent verbal and written communication with strong client-facing and presentation skills.

Technology Stack

· Five9 Intelligent CX Platform (VCC Core, IVA, WFA, WFM, QM, AI tools)
· Web Technologies: HTML, JavaScript, CSS, DOM
· Frameworks/Libraries: jQuery, Bootstrap, AngularJS
· APIs & Integration: REST, SOAP, AJAX, XML, JSON, Webhooks
· Backend Technologies: Node.js, Java, .NET, PHP
· CRM/ITSM: Salesforce, ServiceNow, Dynamics, Zendesk, NetSuite, Velocify
· Authentication: SSO, SAML, OAuth

Education, Experience and Certification

· Bachelor’s degree in Computer Science, IT, Engineering, or related field (preferred).
· 8+ years of experience in Contact Center/CCaaS Professional Services.
· 5+ years of hands-on architecture experience with Five9 platform.
· 5+ years of development experience in web and integration technologies.
· 3+ years of experience integrating CRM/ITSM platforms.
· Strong experience in enterprise-level solution design and implementation.
· Proven expertise in troubleshooting and delivering customer-facing solutions.

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
 
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
 
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
 
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.