TTEC Digital - Principal Architect

• Lead business and technical requirements sessions, translating needs into scalable, secure, and high performing Five9/CCaaS architectures. • Own end to end solution delivery, including design, configuration, testing, deployment, rollout, and customer satisfaction. • Serve as the primary technical authority across multiple concurrent initiatives with minimal oversight. • Provide technical leadership, code reviews, solution governance, and quality assurance across the delivery lifecycle. • Guide customers on best practices related to configuration, performance, scalability, security, and reliability. • Design, configure, and deploy standard and advanced Five9 capabilities, including: • VCC Core and Outbound campaigns & dialing logic, including configuration, administration and optimization. • IVR / Studio IVA, including multilevel/nested call flows, external variables, context tables, and foreign scripts. • Workforce Automation (WFA) end-to-end configuration. • IVA design and orchestration using Five9 Studio. • Agent facing AI tools such as Agent Assist, Guidance Cards, and Knowledge • AI Insights, WFM forecasting/scheduling, QM/WEM optimization, and reporting. • Dashboards, Reports and Supervisor Desktop configuration • Architect and implement complex integrations with third party systems including with CRM/ITSM integrations (Salesforce, ServiceNow, NetSuite, Velocify, etc.) utilizing REST/SOAP APIs, webhooks, event handling, and advanced scripting (JavaScript/HTML/CSS) • Implement and articulate identity and authentication solutions leveraging SSO, SAML, and OAuth. • Troubleshoot complex issues across client browser applications, network, cloud and telecom layers. • Lead and mentor engineers, consultants, and delivery team members to improve execution, technical depth, and solution quality. • Partner with project managers to ensure accurate scoping, estimating, risk management, and timeline delivery. • Provide compelling customer facing presentations, demos, and solution value propositions. • Bachelor’s degree in computer science, IT, engineering, or related field preferred. • 8+ years of experience in Contact Center/CCaaS Professional Services. • 5+ years of hands-on architecture experience with the Five9 Intelligent CX Platform. • 5+ years of development experience with: • HTML, JavaScript, CSS, DOM manipulation, iframes, cookies • REST & SOAP web services, AJAX, XML/JSON, webhooks • jQuery, Bootstrap, AngularJS • Server-side experience in Node.js, PHP, Java, or .NET • 3+ years of integrating CRM/ITSM platforms (Salesforce, Dynamics, ServiceNow, Zendesk, etc.). • Advanced understanding of CCaaS architecture patterns, scalability considerations, and enterprise grade integration design. • Exceptional troubleshooting skills across application, platform, network, and telecom layers. • Excellent communication, documentation, and client-facing presentation abilities. • $130,000 - $160,000 a year • What You Can Expect • An annual incentive program • Medical, dental, and vision • Tax-advantaged healthcare accounts including life and disability insurance • Financial and income protection benefit • Paid time off (PTO), paid holidays, wellness time off and parental leave • Tuition reimbursement and access to thousands of free online courses • Career development and advancement opportunities