AI & Five9 Solutions Architect — Contact Center

Duly Health and Care; Downers Grove, Northern (IL, KY); Hybrid; USD 116,000 - 175,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vis

Mental health benefit at no cost

401(k) match

Tuition reimbursement

Volunteer time off

Parental leave

Job summary

Duly Health and Care is seeking a Solutions Architect for Contact Center Technology in Downers Grove. This role focuses on architecting and implementing voice, IVR, and AI virtual agent solutions within Five9 and CUCM ecosystems.

The ideal candidate has 7+ years in IT architecture, hands-on Five9 experience, and strong API/AI integration skills, with collaboration across IT and clinical stakeholders.

Qualifications

• Bachelor's degree in IT/CS or related field, or equivalent experience.
• 7+ years in IT application architecture, engineering, or development.
• Hands-on Five9 platform experience including IVR, Agent Assist, AI Insights.
• Experience with CUCM and broader Cisco UC ecosystem.
• Strong knowledge of SIP, RTP/RTCP, WebRTC, Web Sockets, and JavaScript.

Responsibilities

• Serve as SME for Five9 and CUCM integration across voice/AI stack.
• Architect, build, and configure voice, IVR, and IVA solutions per architecture roadmap.
• Develop AI Virtual Agent and conversational AI integrations with defined use cases.
• Design interfaces and integrations across Five9, CUCM, Epic, CRM, and WFM.
• Collaborate with stakeholders to gather requirements and implement solutions.
• Create technical documentation, release notes, test plans, and training material.

Skills

Five9 expertise

CUCM expertise

AI/IVA integration

JavaScript

APIs integration

Education

Bachelor's degree in IT/CS or related field

6+ years experience in lieu of degree

Tools

Five9

CUCM

SQL Server

SSIS

IIS

SharePoint

Epic

CRM

WFM

WebRTC

Job description

Duly Health and Care is seeking a Solutions Architect for Contact Center Technology in Downers Grove. This role focuses on architecting and implementing voice, IVR, and AI virtual agent solutions within Five9 and CUCM ecosystems.

The ideal candidate has 7+ years in IT architecture, hands-on Five9 experience, and strong API/AI integration skills, with collaboration across IT and clinical stakeholders.