About This Role
We are seeking a Principal Architect to lead end-to-end design and delivery of scalable, secure, and high-performing contact center solutions using the Five9/CCaaS platform.
Requirements
- 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.
- 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.
Benefits
- Competitive salary
- Excellent benefits package
- Opportunities for professional growth and development
Originally posted on Himalayas