Principal Architect - Five9 CCaaS Solutions

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.

TTEC Digital and Five9 have a long-standing partnership centered around delivering world-class AI-powered contact center solutions. Five9provides the cloud-native CCaaS technology while TTEC brings deep CX consulting, integration, deployment and optimization expertise!

TTEC Digital is hiring an experienced Principal Architect of Five9 CCaaS solutions for implementation and delivery in our Professional Services organization. This is a remote role, based in the US and will report 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 across the Five9 Intelligent CX Platform for TTEC’s enterprise clients. This is a highly technical, hands on role responsible for translating business requirements into scalable system designs, developing advanced integrations, guiding engineering teams, and ensuring successful deployments across the full implementation lifecycle.

You will work across the entire Five9 product suite—including VCC, IVR/IVA, WFA, QM/WEM, digital channels, and CRM/partner integrations—while driving solution quality, technical leadership, customer satisfaction, and 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, 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, 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 Knowledge
• - AI 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 with CRM/ITSM integrations (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 improve execution, technical depth, and solution quality.
• Partner with project managers to ensure accurate scoping, estimating, risk management, and timeline 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 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.

#LI-BN1