Five9 contact Centre

Avanciers is a hiring Five9 contact Centre Architect in Franklin/ Milwaukee, WI. For one of our Fortune 500 clients. This is a Full time with the client. Benefits will be covered by the Client.

Five9 contact Centre Architect

Franklin/ Milwaukee, WI (Onsite Day1)

Fulltime

Job Description: Lead Solution Architect - Contact Center Technology

About the Role

The Lead Solution Architect for Contact Center Experience Solutions will play a pivotal role in designing, implementing, and evolving enterprise-grade contact center solutions. Reporting to the Sr Director of the Contact Center Experience Solutions team, this position requires a strategic thinker who can bridge business requirements with technical implementations while leading a team of analysts and engineers.

Primary Responsibilities

• Lead the design and implementation of enterprise contact center technologies, ensuring alignment with business objectives and IT strategy
• Drive technical decision-making for multi-channel contact center solutions, including routing, self-service, authentication, and fraud monitoring systems
• Develop and maintain architecture roadmaps for contact center technologies, ensuring scalability, reliability, and security
• Provide technical leadership and mentorship to engineers within the team
• Collaborate with stakeholders across call center organizations to gather requirements and deliver integrated solutions
• Evaluate and recommend technology solutions including Five9, Verint, Aceyus, Pindrop, Intradiem, and Neustar
• Design integration frameworks between contact center platforms and enterprise systems including Pega and ServiceNow
• Lead engineering reviews and provide guidance on technical design decisions
• Partner with architecture teams to assess new technologies and capabilities

Required Experience & Skills

• 8 years of experience in solution architecture, with at least 4 years focused on contact center technologies
• Deep technical knowledge of omni/multi-channel contact center platforms and technologies
• Strong experience with at least three of the following technologies: Five9, Verint, Pindrop, Intradiem, Neustar
• Demonstrated experience in architecture design for workforce management, quality management, speech analytics, and desktop analytics solutions
• Experience integrating contact center technologies with enterprise systems like Pega, ServiceNow, and back-office work management systems
• Strong understanding of authentication frameworks, fraud monitoring, and security principles for contact centers
• Experience with API design, microservices architecture, and integration patterns
• Excellent communication skills with the ability to articulate complex technical concepts to both technical and non-technical audiences
• Bachelor's degree in Computer Science, Information Technology, or related field; advanced degree preferred

Preferred Qualifications

• Experience with cloud-based contact center solutions and migration strategies
• Knowledge of Pega/ServiceNow platform integration with contact center technologies
• Experience with agile development methodologies and DevOps practices
• Certifications in relevant technologies (Five9, Verint, etc.) or architecture frameworks (AWS, Azure)
• Experience in financial services or insurance industry

Leadership Competencies

• Strategic thinking with the ability to align technical solutions with business objectives
• Team leadership experience, including mentoring junior engineers
• Strong stakeholder management and influence skills
• Proven track record of leading complex technology implementations
• Ability to drive innovation and continuous improvement in customer experience technologies