Principal Architect (Five9 CCaaS)

TL;DR

Principal Architect (Five9 CCaaS): Lead end-to-end design, configuration, and delivery of complex Five9 Intelligent CX Platform solutions for enterprise clients with an accent on scalable architectures, advanced integrations, and AI-powered contact center features. Focus on architecting IVR/IVA flows, workforce automation, CRM integrations, and troubleshooting across platform layers for high performance and reliability.

Location: Remote role, based in the US

Salary: $125,000 - $140,000 a year

Company

hirify.global pioneers engagement and growth solutions for exceptional customer experience (CX) in partnership with Five9 on AI-powered contact center as a service (CCaaS).

What you will do

• Lead requirements sessions and translate business needs into scalable Five9/CCaaS architectures.
• Own end-to-end solution delivery including design, configuration, testing, deployment, and rollout.
• Design and deploy advanced Five9 capabilities like VCC, IVR/Studio IVA, WFA, QM/WEM, AI tools, dashboards, and reporting.
• Architect complex integrations with CRM/ITSM systems (Salesforce, ServiceNow) using REST/SOAP APIs, webhooks, and scripting.
• Provide technical leadership, code reviews, troubleshooting, and mentor delivery teams.
• Partner with project managers on scoping, risk management, and customer presentations.

Requirements

• Based in the US for this remote role.
• Bachelor’s degree in computer science, IT, or related field preferred.
• 8+ years in Contact Center/CCaaS Professional Services; 5+ years hands-on with Five9 platform.
• 5+ years development with HTML, JavaScript, CSS, REST/SOAP, jQuery, Bootstrap, AngularJS, server-side (Node.js, PHP, Java, .NET).
• 3+ years integrating CRM/ITSM (Salesforce, Dynamics, ServiceNow, Zendesk).
• Advanced CCaaS architecture knowledge, scalability, troubleshooting across layers, and client communication skills.

Culture & Benefits

• Annual incentive program.
• Medical, dental, vision, tax-advantaged healthcare accounts, life/disability insurance.
• Paid time off (PTO), holidays, wellness time off, parental leave.
• Tuition reimbursement and thousands of free online courses.
• Career development opportunities in a Great Place to Work certified company.