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
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