Lead business and technical requirements sessions, translating needs into scalable, secure, and high performing Five9/CCaaS architectures.
Own end to end solution delivery, including design, configuration, testing, deployment, rollout, and customer satisfaction.
Serve as the primary technical authority across multiple concurrent initiatives with minimal oversight.
Provide technical leadership, code reviews, solution governance, and quality assurance across the delivery lifecycle.
Guide customers on best practices related to configuration, performance, scalability, security, and reliability.
Design, configure, and deploy standard and advanced Five9 capabilities.
Architect and implement complex integrations with third party systems including CRM/ITSM integrations.
Troubleshoot complex issues across client browser applications, network, cloud and telecom layers.
Lead and mentor engineers, consultants, and delivery team members to improve execution, technical depth, and solution quality.
Partner with project managers to ensure accurate scoping, estimating, risk management, and timeline delivery.

Requirements

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 the Five9 Intelligent CX Platform.
5+ years of development experience with:
- HTML, JavaScript, CSS, DOM manipulation, iframes, cookies
- REST & SOAP web services, AJAX, XML/JSON, webhooks
- jQuery, Bootstrap, AngularJS
- Server-side experience in Node.js, PHP, Java, or .NET
3+ years of integrating CRM/ITSM platforms (Salesforce, Dynamics, ServiceNow, Zendesk, etc.).
Advanced understanding of CCaaS architecture patterns, scalability considerations, and enterprise grade integration design.
Exceptional troubleshooting skills across application, platform, network, and telecom layers.
Excellent communication, documentation, and client-facing presentation abilities.

Benefits

An annual incentive program
Medical, dental, and vision
Tax-advantaged healthcare accounts including life and disability insurance
Financial and income protection benefit
Paid time off (PTO), paid holidays, wellness time off and parental leave
Tuition reimbursement and access to thousands of free online courses
Career development and advancement opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Five9CCaaSHTMLJavaScriptCSSRESTSOAPNode.jsPHPJava

Soft Skills

technical leadershipcode reviewssolution governancequality assurancementoringcommunicationdocumentationclient-facing presentationtroubleshootingrisk management