2 hours ago
Base Salary
$108k - $251k/yr
Responsibilities
- Serve as the lead solution and architecture resource for assigned customers and partners.
- Design complex AI and CCaaS solutions with CRM, workforce management, AI, telephony, and other third-party integrations.
- Map current-state systems and workflows and create forward-looking architecture roadmaps.
- Author and own architecture standards, methodologies, reference architectures, design patterns, diagrams, and version-controlled documentation.
- Conduct customer consultative reviews, QBR technical reviews, gap analyses, and roadmap sessions.
- Provide technical guidance on platform acquisition, adoption, optimization, scalability, security, regulatory requirements, and risk.
- Support value assessments and ROI analysis with technical and customer data analysis.
- Coordinate internal teams, customers, and third-party providers to resolve integration, compatibility, and performance issues.
- Provide consultative support to Professional Services delivery and maintain holistic ownership of the solution.
- Drive continuous improvement and establish repeatable organization-wide architecture practices.
Requirements
- Bachelor’s or master’s degree in electrical engineering, Computer Science, Business Administration, or Information Technology.
- At least 12 years of experience in a similar role.
- Demonstrable consulting experience with large, complex, distributed systems and organizations.
- Experience with market-leading AI, contact center, and unified communications platforms such as Five9, NICE, Genesys, Zoom, RingCentral, Cisco, and Avaya.
- Significant experience aligning business needs and outcomes to technology offerings.
- Strong technical writing skills, including process flows and data maps.
- Experience with version control systems and modern integration methods.
- Understanding of cybersecurity tools and principles, data strategy and tools, and customer lifecycles from pre-sales through optimization.
- Familiarity with conversational AI platforms, AI/LLM providers, hyperscalers, and enterprise connectivity technologies.
- CRM knowledge, including Salesforce, Microsoft, or ServiceNow, is preferred.
- Track record of leading cross-functional initiatives with internal and external stakeholders.
Benefits
- Fully remote for candidates outside a 30-mile radius of a Five9 office; hybrid with three days per week in office for candidates within that radius.
- Health, dental, and vision coverage beginning on the first day of employment, with Five9 covering 100% of the employee portion.
- Short- and long-term disability, basic life insurance, and a 401(k) savings plan with employer matching.
- Mental health support platform with therapy, coaching, and mindfulness resources for employees and covered dependents.
- Employee stock purchase plan, paid time off, company-paid holidays, paid volunteer hours, and 12 weeks of paid parental leave.
Tech Stack
Categories
Solutions Engineering
About Five9
Five9 builds cloud contact center software (CCaaS) for enterprises to manage voice and digital customer interactions, powered by AI for routing, automation, and analytics. It sells its platform as SaaS with modules for IVR, outbound dialers, agent desktop, workforce engagement, and CRM integrations such as Salesforce and ServiceNow. The company is headquartered in San Ramon, CA, serves 2,500+ customers globally, and is a public company listed on Nasdaq (also BMV).