Principal Architect - Five9 CCaaS Solutions

At TTEC Digital, we prioritize employee value and support, understanding that an exceptional customer experience begins with a thriving employee base. Our vision is to create an environment where every employee can excel.

TTEC Digital and Five9 maintain a strong partnership, delivering cutting-edge AI-powered contact center solutions. Five9 provides cloud-native CCaaS technology, complemented by TTEC's extensive expertise in CX consulting, integration, deployment, and optimization.

TTEC Digital is seeking an experienced Principal Architect, Five9 CCaaS Solutions for our Professional Services organization. This is a remote position within the US, reporting to the Executive Director of Technology Consulting.

As a Five9 Architect, you will lead the end-to-end design, configuration, and delivery of complex solutions on the Five9 Intelligent CX Platform for TTEC's enterprise clients. This hands-on, highly technical role involves translating business requirements into scalable system designs, developing advanced integrations, guiding engineering teams, and ensuring successful deployments throughout the implementation lifecycle.

Your responsibilities will span the entire Five9 product suite—including VCC, IVR/IVA, WFA, QM/WEM, digital channels, and CRM/partner integrations—while driving solution quality, providing technical leadership, ensuring customer satisfaction, and achieving project outcomes.

What you'll be doing

• Lead business and technical requirements sessions, translating needs into scalable, secure, and high-performing Five9/CCaaS architectures.
• Own end-to-end solution delivery, encompassing design, configuration, testing, deployment, rollout, and customer satisfaction.
• Serve as the primary technical authority for multiple concurrent initiatives with minimal oversight.
• Provide technical leadership, conduct code reviews, ensure solution governance, and maintain quality assurance across the delivery lifecycle.
• Guide customers on best practices for configuration, performance, scalability, security, and reliability.
• Design, configure, and deploy standard and advanced Five9 capabilities, including:
  • VCC Core and Outbound campaigns & dialing logic, including configuration, administration, and optimization.
  • IVR / Studio IVA, including multilevel/nested call flows, external variables, context tables, and foreign scripts.
  • Workforce Automation (WFA) end-to-end configuration.
  • IVA design and orchestration using Five9 Studio.
  • Agent-facing AI tools such as Agent Assist, Guidance Cards, and KnowledgeAI.
  • Insights, WFM forecasting/scheduling, QM/WEM optimization, and reporting.
  • Dashboards, Reports, and Supervisor Desktop configuration.
• Architect and implement complex integrations with third-party systems, including CRM/ITSM platforms (Salesforce, ServiceNow, NetSuite, Velocify, etc.), utilizing REST/SOAP APIs, webhooks, event handling, and advanced scripting (JavaScript/HTML/CSS).
• Implement and articulate identity and authentication solutions leveraging SSO, SAML, and OAuth.
• Troubleshoot complex issues across client browser applications, network, cloud, and telecom layers.
• Lead and mentor engineers, consultants, and delivery team members to enhance execution, technical depth, and solution quality.
• Partner with project managers to ensure accurate scoping, estimating, risk management, and on-time delivery.
• Provide compelling customer-facing presentations, demos, and solution value propositions.

Skills and experience you will bring

• 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, AngularJS.
  • Server-side experience in Node.js, PHP, Java, or .NET.
• 3+ years of experience 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.

What You Can Expect

• An annual incentive program.
• Medical, dental, and vision benefits.
• Tax-advantaged healthcare accounts, including life and disability insurance.
• Financial and income protection benefits.
• 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.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.