What are the responsibilities and job description for the Five9 Contact Centre Architect position at Next Level Business Services, Inc.?
Job Details
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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $120,000 - $140,000
