KEY RESPONSIBILITIES
Serve as the lead solution and architecture resource for assigned customers, including engaged partner(s) within those accounts.
Align closely with internal cross-functional stakeholders including Sales, Professional Services, Product, Engineering, Customer Success, Technical Account Management, and Compliance.
Independently define, author, and own architecture standards, methodologies, reference architectures, design patterns, and artifacts (Five9 org level) for broader reuse across Sales, Professional Services, Product, and partner teams. Set the direction for how solution architecture is practiced at Five9, without requiring prescriptive guidance, by identifying gaps in current standards and proposing, building, and driving adoption of improvements.
Develop a thorough understanding of the client's business, IT risk-management strategies, and contact center operations.
Become a trusted advisor to the client — providing expert technical guidance directly or bringing in subject-matter experts from within and outside Five9 as appropriate.
Lead the technical review(s) for assigned customer QBRs.
Provide thought leadership to customers, aligning industry trends, market opportunities, and corporate objectives to Five9 and partner offerings.
Lead and influence platform acquisition, adoption, and optimization, accounting for global product availability and regulatory requirements.
Build durable customer relationships grounded in trust, delivery, and execution — driving service excellence and, ultimately, growth.
CONSULTATIVE REVIEW & PROACTIVE ROADMAP DESIGN
Analyze customer data and environment to identify trends and their impact on customer experience, revenue, and cost — then make recommendations that extend beyond Five9 configuration.
Conduct consultative reviews of customer data and environment to surface trends affecting CX, revenue, and cost.
Make actionable recommendations that go beyond Five9 configuration to address the broader customer objective.
Use QBRs and onsite sessions with customer leadership as the primary forum for delivering insight and shaping the roadmap.
Design a proactive, forward-looking roadmap that connects current-state performance to future-state outcomes.
BUSINESS & SOLUTION ARCHITECTURE
Map the current-state architecture of existing CX and contact center systems and workflows.
Recommend a go-forward architecture based on the new tools and systems being adopted.
Lead the design of complex AI/CCaaS solutions with multiple third-party integrations (e.g., CRM, WFM, AI-based tools, telephony systems) in accordance with, and in service of evolving, the organization’s architecture standards and methodologies.
Create and maintain detailed, version-controlled architecture documents capturing the end-to-end solution — including integration points, workflows, and dependencies.
Develop and maintain technical diagrams (network topology, data flow, system integrations) that illustrate key architecture components and interactions.
VALUE REALIZATION & ROI
Help define, craft, and demonstrate the ROI, value realization, and impact of new solution decisions — including the supporting data analysis and content creation. This is traditional value-office/business-value-assessment work; in practice, the Account Director should lead, with the GSA serving as the supporting subject-matter expert.
Build and use templates for projecting and committing program returns based on current-state customer metrics and inputs, solutions deployed, and expected outcomes from comparable programs.
Support the Account Director in defining and presenting value assessments to customer leadership, contributing the technical and data analysis behind the numbers.
Create content that clearly communicates projected and realized value, tying solution decisions to measurable business outcomes.
SOLUTION ARCHITECTURE: DESIGN, DOCUMENTATION & GOVERNANCE
Collaboration with Internal & External Stakeholders
Work closely with internal cross-functional teams (Engineering, Product, Support, Customer Success) to ensure the architecture meets both technical and business requirements.
Engage customer stakeholders to capture requirements and integration needs and confirm alignment of the technical solution being delivered.
Collaborate with third-party solution providers to ensure seamless integration, resolving technical, compatibility, and performance concerns.
Version Control & Change Tracking
Maintain all architecture documents and diagrams under proper version control, tracking changes from customer-specific modifications, third-party updates, and platform enhancements.
Establish a clear process for versioning, updating, and distributing documentation to all stakeholders to avoid conflicts and keep collaboration smooth.
Continuous Improvement
Provide feedback and insight into the continuous improvement of architecture best practices, tooling, and documentation standards.
Act as a thought leader in optimizing architecture for future scalability, new integrations, and innovative customer solutions.
ACCOUNT AND DELIVERY EXPECTATIONS
Provide consultative support to Professional Services delivery as teams transition into the delivery phase, ensuring delivery adheres to established architecture standards and methodologies.
Hold holistic ownership of the entire solution.
Serve as the technical interface with all partners involved in the solution and its ongoing development.
Serve as the technical interface with Five9 Product and Product Engineering to meet customer requirements.
Review current contact center operations and provide gap analysis, contractual deliverables, and risk awareness.
Meet weekly with the Account Executive / Account Manager / Service Executive for formal document discussions and actions.
SKILLS
Significant experience aligning business needs and outcomes to technology offerings.
Technical writing skills — process flows, data maps, and similar artifacts.
Experience with version control systems.
Strong understanding of the customer lifecycle, from pre-sales evaluation through deployment, adoption, and optimization.
Understanding of modern integration methods.
Understanding of cybersecurity tools and principles.
Data strategy and tools experience.
Familiarity with market-leading AI conversational platforms.
AI / LLM experience across providers such as Amazon, Anthropic, Google, and OpenAI.
Experience with hyperscalers (AWS, GCP, Azure).
Connectivity knowledge — SIP, MPLS, SD-WAN, WebRTC, ECX, VDI.
BACKGROUND AND EXPERIENCE
Bachelor’s or master’s degree in electrical engineering, Computer Science, Business Administration, or Information Technology.
Demonstrable consulting experience with large, complex, distributed systems and organizations.
Experience with market-leading AI/contact center/UC platforms (Five9, NICE, Genesys, Zoom, RingCentral, Cisco, Avaya, AI companies, etc.).
CRM knowledge preferred (Salesforce, Microsoft, ServiceNow).
Track record of leading cross-functional initiatives with internal and external stakeholders.
Minimum of 12+ years of experience in a similar role.
Work Location: This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is Hybrid and would require 3 days a week (T, W, TH) in office.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes
Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
The US base salary range for this role is below.
$108,200—$251,400 USD
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
