Principal Architect - Five9 CCaaS Solutions

TTEC Holdings, Inc.

Job Overview

Location

Austin

Job Type

Full-time

Full Job Description

📋 Description

• As a Principal Architect specializing in Five9 CCaaS Solutions at TTEC Digital, you will be at the forefront of designing, configuring, and delivering sophisticated, AI-powered contact center solutions for our enterprise clients. This pivotal role within our Professional Services organization demands a deep understanding of cloud-native CCaaS technologies, particularly the Five9 Intelligent CX Platform, and the ability to translate complex business needs into robust, scalable technical architectures.
• You will serve as the primary technical authority for Five9 implementations, guiding clients and internal teams through the entire project lifecycle, from initial discovery and requirements gathering to final deployment and optimization. Your expertise will be crucial in ensuring that the solutions we deliver not only meet but exceed client expectations, driving significant improvements in customer experience and operational efficiency.
• A core responsibility will be to lead the end-to-end design of Five9 solutions. This involves meticulously analyzing client business requirements, understanding their existing technology landscape, and architecting comprehensive solutions that leverage the full capabilities of the Five9 platform. You will be responsible for creating detailed design documents, technical specifications, and integration strategies that form the blueprint for successful implementations.
• This is a highly technical and hands-on role. You will be expected to actively participate in the configuration and customization of the Five9 platform, ensuring that it is tailored to the specific needs of each client. This includes configuring virtual contact center (VCC) components, interactive voice response (IVR) and intelligent virtual agent (IVA) flows, workforce management (WFA) strategies, quality management (QM) and workforce engagement management (WEM) modules, and digital channels.
• A significant aspect of your role will involve developing and overseeing the implementation of advanced integrations between the Five9 platform and various third-party systems. This includes deep dives into CRM integrations (such as Salesforce, Microsoft Dynamics), ERP systems, and other critical business applications. You will ensure seamless data flow and process automation, maximizing the value derived from the integrated ecosystem.
• You will provide strong technical leadership and mentorship to engineering and implementation teams. This involves guiding their work, reviewing technical designs, troubleshooting complex issues, and ensuring adherence to best practices in solution development and deployment. Your ability to communicate technical concepts clearly and effectively to both technical and non-technical stakeholders will be paramount.
• Driving solution quality and ensuring successful project outcomes are key performance indicators for this role. You will be responsible for the technical integrity of the solutions, conducting thorough testing, and overseeing the deployment process to minimize disruption and maximize client satisfaction. Post-deployment, you will contribute to optimization efforts, identifying opportunities for enhancement and continuous improvement.
• You will work across the entire Five9 product suite, gaining comprehensive expertise. This includes, but is not limited to, Five9 Virtual Contact Center (VCC), IVR/IVA, Workforce Optimization (WFO) suite (including WFA, QM, WEM), digital engagement channels (chat, email, social), and robust CRM/partner integrations. Understanding how these components interact and can be leveraged to solve business problems is essential.
• Collaboration is key. You will work closely with TTEC’s CX consulting teams, sales teams, project managers, and client stakeholders to ensure alignment on project goals, timelines, and deliverables. Your ability to build strong relationships and foster a collaborative environment will be critical to success.
• As a Principal Architect, you are expected to stay abreast of the latest trends and advancements in CCaaS, AI, and contact center technologies, particularly within the Five9 ecosystem. You will bring innovative ideas and best practices to TTEC Digital, helping to shape our future service offerings and technical strategies.
• This role offers the opportunity to make a significant impact on how TTEC Digital delivers cutting-edge contact center solutions, directly influencing client success and TTEC's position as a leader in the CX industry. You will be instrumental in shaping the technical direction of our Five9 practice.

🎯 Requirements

• Extensive experience architecting, designing, and implementing complex contact center solutions, with a significant focus on cloud-based CCaaS platforms.
• Deep, hands-on expertise with the Five9 Intelligent CX Platform, including its core components such as VCC, IVR/IVA, WFA, QM/WEM, and digital channels.
• Proven ability to translate complex business requirements into scalable, robust technical architectures and detailed design documentation.
• Strong experience with integrating CCaaS platforms with enterprise systems, particularly CRM solutions (e.g., Salesforce, Microsoft Dynamics) and other business applications.
• Excellent technical leadership, communication, and problem-solving skills, with the ability to mentor technical teams and present solutions to both technical and executive audiences.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and holiday schedule.
• Opportunities for professional development, training, and certifications.
• Remote work flexibility within the US.
• Retirement savings plan with company match.

Skills & Technologies

Senior

Remote

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TTEC Holdings, Inc.

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About TTEC Holdings, Inc.

TTEC Holdings, Inc. operates the TTEC Digital brand, providing global customer experience technology and services. It designs, implements and manages cloud and on-premise contact-center platforms, CRM applications, analytics and AI solutions. Clients use its advisory, systems integration, and managed services to modernize customer engagement, reduce operating costs and improve satisfaction. The company serves Fortune 1000 enterprises across healthcare, financial services, retail, telecommunications, government and other industries from offices in the Americas, Europe and Asia-Pacific.

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