AI-Driven Contact Center Architect (Five9 & CUCM)

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Highland Oaks (GA); Hybrid; USD 116,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Mental health benefit

Life and disability insurance

Tuition reimbursement

401(k) match

Volunteer time off

Community engagement

Parental leave

Job summary

Midwest Physicians Administrative Services, LLC dba Duly Health and Care is seeking a Solutions Architect for Contact Center Technology. This role focuses on building and optimizing the Five9 voice platform and its integration with CUCM, while leveraging AI VA capabilities across IVR and agent assist features.

You will translate architecture into detailed specifications, collaborate across IT and operations, and travel to the Downers Grove corporate office for hybrid work arrangements.

Qualifications

• Bachelor's degree in information technology, computer science, or related field or 6+ years of related experience.
• 7+ years of IT application/systems architecture, engineering, or development experience with bachelor's degree; 10+ years if no bachelor's.
• Hands-on experience architecting or administering Five9 contact center platform (IVR scripting, routing, Agent Assist, AI Insights).
• Experience with CUCM and broader Cisco voice/UC ecosystem.
• Experience designing or implementing AI Virtual Agents, conversational AI, or generative AI in contact centers.

Responsibilities

• Serve as SME for the Five9 contact center platform and CUCM integration.
• Execute technical build-out of voice, IVR, and AI VA solutions per architecture.
• Build and configure IVA and conversational AI solutions with Five9 integrations.
• Understand full application/telephony stack and resolve complex issues during implementation.
• Design, develop, and maintain integrations connecting Five9, CUCM, Epic, CRM, and WFM.
• Support software strategy planning, platform upgrades, and migrations.

Skills

Five9

CUCM

SIP

RTP/RTCP

WebRTC

WebSockets

IVR

IVA

JavaScript

AI Insights

Agent Assist

APIs

HL7

Education

Bachelor's degree in information technology, computer science, or related field

6+ years of related experience in lieu of degree

Tools

CUCM

SQL Server

SSIS

IIS

SharePoint

Epic

CRM

WFM

Job description

Midwest Physicians Administrative Services, LLC dba Duly Health and Care is seeking a Solutions Architect for Contact Center Technology. This role focuses on building and optimizing the Five9 voice platform and its integration with CUCM, while leveraging AI VA capabilities across IVR and agent assist features.

You will translate architecture into detailed specifications, collaborate across IT and operations, and travel to the Downers Grove corporate office for hybrid work arrangements.