Job Role: Five9 Contact Center Solutions Architect

Job Location: Bangalore, Hyderabad, Pune

Work Mode: (Hybrid)

Experience : 10+ years

JD:

- We are seeking an experienced Five9 Solutions Architect to lead the technical design, deployment, and continuous optimization of our enterprise CCaaS environment.
- In this role, you will serve as the primary subject matter expert responsible for architecting complex Five9 contact center solutions, with a strong focus on seamless, real-time integration with Salesforce CRM (Sales & Service Cloud).
- The ideal candidate brings deep expertise in Five9 VCC architecture, IVR scripting, skill-based routing, API integrations, and the Five9 Plus Adapter for Salesforce.
- You will collaborate closely with contact center leaders, Salesforce administrators, and enterprise IT teams to transform operational requirements into scalable, high-performing customer engagement flows.

Key Responsibilities

Architecture & Solution Design

- Lead End-to-End Architecture: Drive the technical design, deployment, and optimization of enterprise Five9 CCaaS solutions.
- Routing & Scripting: Design and optimize complex IVR scripts, skill-based queue routing, campaign parameters, and proactive outbound dialers.
- Architectural Blueprints: Create detailed architecture diagrams, call flow specifications, and sequence diagrams for enterprise contact center flows.

Salesforce CRM Integration

- Five9 Plus Adapter: Architect and implement deep integration between Five9 VCC and Salesforce using the Five9 Plus Adapter.
- CTI Capabilities: Configure screen pops, automated call logging, click-to-dial functionality, and bi-directional record synchronization.
- Web Services Callbacks:



Design REST/SOAP Web Services Callbacks inside Five9 IVR scripts to query and update Salesforce objects in real time.

AI & Advanced Automation

- Virtual Agents (IVA): Support the design and deployment of Five9 IVA (Intelligent Virtual Agent) or third-party NLU bots for voice and digital self-service.
- Unified Analytics: Oversee reporting and analytics integration between Five9 and Salesforce dashboards for unified operational visibility.

Technical Leadership & Operations

- Escalation Engineering: Serve as the senior technical escalation point for complex integration failures, call drops, and SIP/RTP transport issues.
- Governance & Standards: Define and enforce governance, security standards, and release management frameworks across CCaaS and CRM platforms.
- Telephony Infrastructure: Partner with Telecom/Network teams to manage SIP trunks, BYOC configurations, and WebRTC performance.

Required Qualifications

Skilled Experience

- 5+ years of hands-on experience designing, implementing, and administering Five9 Contact Center environments.
- 3+ years in a Solutions Architect or Lead Engineering role delivering enterprise CCaaS projects.
- Proven Track Record architecting native integrations between Five9 VCC and Salesforce (Sales Cloud, Service Cloud, Omni-Channel).

Technical Mastery

- Five9 Tooling: Deep technical proficiency with Five9 IVR Studio, Campaign Director, Administrator Console, and Agent Desktop.
- Integration Mechanics: Strong mastery of REST/SOAP APIs, Webhooks, CTI Open Media APIs, and Salesforce Connected Apps.
- Core Telephony: Solid understanding of SIP, RTP, WebRTC, Codecs, and BYOC/PSTN routing architectures.

Preferred Certifications: Five9 Certified Administrator OR Five9 Implementation Partner Certification; Salesforce Certified Integration Architect OR Salesforce Certified Administrator

📌 Five9 Contact Center Solutions Architect (Hyderabad)
🏢 Tekskills
📍 Hyderabad