Five9 Solution Architect

About the Role

We're looking for experienced Five9 Solution Architects to join us on a highly strategic, high-visibility initiative. This is a great opportunity to shape a modern, cloud-native contact center solution and drive real business impact across voice, digital, AI, and workforce engagement channels.

What You'll Do:

• Design and architect end-to-end Five9 Intelligent Cloud Contact Center solutions aligned with business and technical requirements.
• Lead solution architecture across Five9 modules including Voice (ACD/IVR), Digital Engagement (chat, email, SMS, social), Workforce Engagement Management (WEM/WFO), AI/virtual agents, and analytics.
• Architect and configure Five9's AI-powered capabilities including Five9 Genius AI, Intelligent Virtual Agents (IVA), Agent Assist, and Workflow Automation.
• Design and develop Five9 IVR scripts, call flows, and routing strategies using Five9 Studio and VCC Administration.
• Lead integrations between Five9 and enterprise systems including CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics), CCaaS platforms, and custom APIs via Five9 REST/SOAP APIs.
• Define and enforce architecture standards, design patterns, and best practices for Five9 deployments across the enterprise.
• Provide technical leadership and mentorship to delivery teams throughout design, configuration, testing, and go-live phases.
• Collaborate with business stakeholders, operations, and IT leadership to translate requirements into scalable, resilient Five9 architectures.
• Ensure performance, security, resiliency, and compliance (PCI-DSS, HIPAA, GDPR as applicable) across all Five9 solutions.
• Support complex migrations to Five9 from on premise or competing CCaaS platforms, including data migration and cutover planning.
• Evaluate and advise on Five9 licensing models, network readiness, and infrastructure prerequisites (SIP trunking, QoS, WebRTC).
• Participate in pre-sales, discovery workshops, and executive briefings to articulate Five9 solution value and architecture direction.

What We're Looking For:

• 5+ years of hands-on experience architecting and implementing Five9 Intelligent Cloud Contact Center solutions at enterprise scale.
• Architect-level expertise across Five9's full platform: VCC, IVR/Studio, Digital Engagement, WEM, Reporting & Analytics, and AI/IVA capabilities.
• Deep experience with Five9 integrations via REST APIs, SOAP APIs, CTI connectors, and pre-built CRM adapters (Salesforce, ServiceNow, Dynamics).
• Strong understanding of contact center technologies including SIP/VoIP, WebRTC, ACD routing logic, Omni channel queuing, and outbound dialers.
• Proven ability to design for high availability, disaster recovery, and geo-redundancy within Five9's cloud architecture.
• Familiarity with Five9's AI portfolio: Genius AI, IVA, Agent Assist, Engagement Workflow, and real-time transcription.
• Experience migrating contact center workloads from legacy platforms (Cisco, Avaya, Genesys) to Five9.
• Knowledge of compliance requirements relevant to contact center environments (PCI-DSS, HIPAA, SOC 2).
• Excellent communication and stakeholder management skills — able to influence at executive, technical, and operational levels.
• Five9 certification(s) preferred (e.g., Five9 Certified Administrator, Five9 Technical Sales Professional).

About Trident Consulting

Trident Consulting is a premier IT staffing firm providing high-impact workforce solutions to Fortune 500 and mid-market clients. Since 2005, we’ve specialized in sourcing elite technology and engineering talent for contract, direct hire, and managed services roles. Our expertise spans cloud, AI/ML, cybersecurity, and data analytics, supported by a 3M+ candidate database and a 78% fill ratio. With a highly engaged leadership team and a reputation for delivering hard-to-fill, niche talent, we help organizations build agile, high-performing teams that drive innovation and business success. Learn more: tridentconsultinginc.com.

Some of our recent awards include:

• Trailblazer Women Award 2025 by Consulate General of India in San Francisco.
• Ranked as the #1 Women Owned Business Enterprise in the large category by ITServe.
• Received the TechServe Excellence award.
• Consistently ranked in the Inc. 5000 list of fastest-growing private companies in America.
• Recognized in the SF Business Times as one of the Largest Bay Area BIPOC/Minority-Owned Businesses in 2022.