Solution Architect

The Solution Architect will work within professional services to understand and solve the technological challenges associated with product build out and integration of Five9's customers. They will be a part of short term (a few days to several weeks) development projects that require gathering a customer’s integration requirements, analyzing feasibility using available APIs, as well as designing, developing, and implementing the solution. The candidate will be expected to interact with customers over the phone, via web conferences, and in person (with up to 15% travel required) and will often need to articulate complex technical solutions to a non-technical audience, necessitating excellent verbal and written communication skills.

Required Skills:

• The ability to work with a client to gather technical business requirements, construct technical implementation plans, accurately estimate development and delivery timelines, and successfully realize the end product.
• Ability to learn the Five9 core technologies and apply them at a software development level.
• Lead software development resources in the design, development, and deployment of custom solutions essential for the successful realization of the project.
• A working knowledge of call center technology (Genesys, Avaya, Cisco, Aspect, etc.) with a good understanding of computer telephony concepts and terminology.
• An understanding of cloud-based technologies (AWS, SaaS, PasS, etc.) and web-based API interfaces (SOAP, REST, AJAX, WebSockets, etc.)
• Basic proficiency in using Unix-based operating systems, and Windows based systems & solutions
• Possess strong problem solving and communication skills. Must be able to articulate an issue, explore potential solutions, and communicate the optimal course of action to the client; document the solution requirements and features in a Statement of Work, ensuring customer understanding and acceptance. A self-starter with the ability to work independently and manage time effectively; capable of multitasking and transitioning between multiple projects or tasks within a dynamic work environment.
• Ability to effectively lead a team of software development engineers, facilitating strong collaboration and promoting a positive team culture. This includes overseeing their work, setting clear goals, providing constructive feedback, and ensuring alignment and project objectives.
• Mentor junior members, encourage continuous learning and improvement, and manage performance to deliver high-quality and timely solutions.

Qualifications:

• 10 or more years’ experience in application or integration software development related to Computer-Telephony Integration (CTI) with systems such as Cisco ICM/UCCE, Genesys, or Avaya.
• Strong contact center experience. Capable of architecting and implementing applications that leverage the core Five9 contact center platform. 
• 5 or more years’ development experience in web-based applications (HTML5, JavaScript) and associated tooling such as jQuery, Backbone.js, Bootstrap, Require JS, Ext JS, Marionette, etc.
• 3 or more years’ experience with web application hosting services such as Heroku, OpenShift, or self-hosted Node.js services.
• Experience integrating to CRMs, Marketing Automation, or Lead Management solutions such as Salesforce, MS Dynamics, NetSuite, Oracle Service Cloud, Desk.com, Zendesk, Velocify, etc.
• BA/BS degree or equivalent work experience is required.