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Principal Architect - Five9 CCaaS Solutions

3 weeks, 2 days ago
United States
Full-time
Lead
Software Architect
Software Development
AJAX Angular Bootstrap CRM CSS HTML Java JavaScript jQuery JSON .NET NetSuite Node.js OAuth PHP REST API Salesforce SAML XML
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 53

Description

  • Lead business and technical requirements sessions and translate them into scalable, secure 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 throughout the delivery lifecycle.
  • Guide customers on best practices for configuration, performance, scalability, security, and reliability.
  • Design, configure, and deploy Five9 capabilities including VCC, outbound campaigns, IVR/Studio IVA, WFA, AI tools, dashboards, reports, and Supervisor Desktop.
  • Architect and implement integrations with CRM/ITSM and other third-party systems using REST/SOAP APIs, webhooks, event handling, and scripting.
  • Implement identity and authentication solutions using SSO, SAML, and OAuth.
  • Troubleshoot complex issues across browser applications, network, cloud, and telecom layers.
  • Lead and mentor engineers, consultants, and delivery team members, and partner with project managers on scope, estimates, risks, and timelines.

Requirements

  • Bachelor’s degree in computer science, IT, engineering, or a 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, and AngularJS.
  • Server-side experience in Node.js, PHP, Java, or .NET.
  • 3+ years of experience integrating CRM/ITSM platforms such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, or Velocify.
  • 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.
  • Experience with SSO, SAML, and OAuth authentication solutions is required.
  • Experience with Five9 features such as VCC, IVR/IVA, WFA, QM/WEM, AI Insights, WFM forecasting/scheduling, and agent-facing AI tools is preferred.

Benefits

  • $125,000 - $140,000 annual salary.
  • Annual incentive program.
  • Medical, dental, and vision coverage.
  • Tax-advantaged healthcare accounts plus life and disability insurance.
  • Paid time off, paid holidays, wellness time off, and parental leave.
  • Tuition reimbursement and access to thousands of free online courses.
  • Career development and advancement opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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