Key responsibilities:
1.Contact Center Architecture & Solution Design
- Lead architecture and solution design for enterprise contact center implementations using Five9 and related platforms.
- Design scalable, secure and high-performing contact center solutions aligned with business requirements.
- Define end-to-end architecture across Five9, CRM, Workforce Management (WFM), LeadPerfection (LP) and other enterprise platforms.
- Evaluate existing contact center architecture and recommend improvements for scalability, performance and operational efficiency.
- Translate complex business requirements into technical architecture and solution designs.
2.Five9 & Work Flow Automation
- Provide technical leadership on Five9 platform capabilities and implementations.
- Design and implement Five9 Work Flow Automation solutions.
- Configure and optimize Five9 campaigns, including pacing and performance optimization.
- Design contact routing, workflow and automation solutions.
- Integrate Five9 with CRM,
WFM, AI and other enterprise systems.
- Ensure effective utilization of Five9 capabilities across the contact center ecosystem.
3.API, Data & Cloud Integrations
- Design and oversee APIs and integrations between Five9 and enterprise applications.
- Develop integration architecture using REST APIs and cloud-based integration patterns.
- Design scalable data pipelines for contact center data and analytics.
- Ensure reliable data synchronization between contact center, CRM and supporting platforms.
- Define integration standards, security practices and data flow architectures.
4.AI & Contact Center Automation
- Design and implement AI-powered contact center capabilities including AI Assist, Auto QA and Voice/Email AI.
- Evaluate and integrate AI and automation platforms to improve contact center productivity and customer experience.
- Identify opportunities to automate contact center processes