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Principal Architect at Five9 | Hyderabad

TTEC DigitalHyderabad
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Strong experience in CCaaS architecture and implementationProficiency with Five9 and associated technologiesDemonstrated ability to lead technical discussions and designExpertise in IVR/IVA development and Workforce AutomationExcellent problem-solving and troubleshooting skillsStrong communication and interpersonal abilities

About the job

At TTEC Digital, we empower organizations by coaching them to create an environment where employees feel appreciated and supported, recognizing that exceptional customer experiences begin with a focus on the workforce. We envision a workplace where every employee can thrive and contribute meaningfully.

Position Overview

The Principal Architect for Five9/CCaaS will spearhead the comprehensive design and implementation of scalable, secure, and high-performance contact center solutions. This pivotal role serves as the primary technical authority, overseeing architecture, integrations, and execution, while ensuring customer satisfaction and adherence to best practices throughout the delivery lifecycle.

Key Responsibilities

· Facilitate discussions on business and technical requirements, translating them into robust CCaaS architectures.
· Oversee the complete solution delivery lifecycle, including design, configuration, testing, deployment, and rollout.
· Act as the primary technical authority across multiple initiatives concurrently.
· Provide technical leadership, conduct code reviews, enforce governance, and ensure quality assurance.
· Advise clients on best practices regarding performance, scalability, security, and reliability.
· Design and implement Five9 solutions, including VCC Core, outbound campaigns, and dialing strategies.
· Develop sophisticated IVR/IVA solutions with intricate call flows, variables, and scripting.
· Implement Workforce Automation (WFA) and AI-driven functionalities.
· Configure dashboards, reporting tools, and supervisor utilities.
· Architect and execute integrations with CRM/ITSM systems utilizing APIs and webhooks.
· Deploy identity and authentication solutions (SSO, SAML, OAuth).
· Troubleshoot complex issues across application, network, cloud, and telecom layers.
· Collaborate with project managers for accurate estimation, risk management, and timely project delivery.
· Lead and mentor team members to elevate technical skills and improve delivery quality.
· Present solutions, demonstrations, and recommendations to clients.

About TTEC Digital

TTEC Digital is dedicated to fostering an employee-first workplace culture that drives exceptional customer experiences. Our commitment to coaching clients highlights our focus on employee value and support, creating environments where both employees and customers can thrive.

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