Contact center architect

AppLab Systems, Inc; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

AppLab Systems, Inc. is seeking a Five9 subject-matter expert to lead discovery with Healthcare Client IT and contact center stakeholders in New York.

You will assess Five9 configuration, call routing/IVR design, and integrations across CRM, WFM, and analytics. You will identify gaps and opportunities, validate findings against Five9 capabilities, and support architecture deliverables with actionable recommendations and LOE estimates.

Qualifications

• Hands-on Five9 platform architecture, administration, and/or implementation experience.
• Demonstrated expertise in CCaaS/contact center architecture: ACD, IVR, skills-based routing, WFM, call recording/QM (WEM), and omnichannel routing.
• Experience integrating Five9 with CRM and other business systems (e.g., Salesforce, MS Dynamics).
• Strong understanding of contact center KPIs (AHT, abandon rate, containment, NPS) and how platform configuration drives them.
• Prior experience supporting technology assessments or audits — comfortable evaluating and advising, not implementation projects alone.
• Excellent written and verbal English communication skills; comfortable presenting technical findings to both IT and business stakeholders.

Responsibilities

• Serve as the Five9 subject-matter expert during discovery workshops, call observations, and technical deep-dives with Healthcare Client IT and contact center stakeholders.
• Assess current Five9 configuration, call routing/IVR design, and integrations (CRM, WFM, reporting/analytics) across Home Care, Hospice, and Personal Care.
• Identify technical gaps, underutilized features, and configuration or licensing opportunities relative to Healthcare Client's business requirements.
• Validate findings from call observations, mystery shopping, and stakeholder interviews against Five9 platform capabilities and constraints.
• Support development of the technology architecture and transformation roadmap deliverables with Five9-specific recommendations, sequencing, and level-of-effort estimates.
• Partner with the assessment team to translate business requirements into Five9 platform design options (skills-based routing, omnichannel, AI/automation, WEM/remote monitoring).

Skills

Five9 architecture

CCaaS architecture

ACD routing

IVR design

WFM integration

CRM integration

Omnichannel routing

WEM/QM

KPIs knowledge

English communication

Job description

• Serve as the Five9 subject-matter expert during discovery workshops, call observations, and technical deep-dives with Healthcare Client IT and contact center stakeholders.
• Assess current Five9 configuration, call routing/IVR design, and integrations (CRM, WFM, reporting/analytics) across Home Care, Hospice, and Personal Care.
• Identify technical gaps, underutilized features, and configuration or licensing opportunities relative to Healthcare Client's business requirements.
• Validate findings from call observations, mystery shopping, and stakeholder interviews against Five9 platform capabilities and constraints.
• Support development of the technology architecture and transformation roadmap deliverables with Five9-specific recommendations, sequencing, and level-of-effort estimates.
• Partner with the assessment team to translate business requirements into Five9 platform design options (skills-based routing, omnichannel, AI/automation, WEM/remote monitoring).

REQUIRED SKILLS & EXPERIENCE

• Hands-on Five9 platform architecture, administration, and/or implementation experience.
• Demonstrated expertise in CCaaS/contact center architecture: ACD, IVR, skills-based routing, WFM, call recording/QM (WEM), and omnichannel routing.
• Experience integrating Five9 with CRM and other business systems (e.g., Salesforce, MS Dynamics).
• Strong understanding of contact center KPIs (AHT, abandon rate, containment, NPS) and how platform configuration drives them.
• Prior experience supporting technology assessments or audits — comfortable evaluating and advising, not implementation projects alone.
• Excellent written and verbal English communication skills; comfortable presenting technical findings to both IT and business stakeholders.

PREFERRED / NICE-TO-HAVE SKILLS

• Familiarity with AI/automation and self-service technologies (virtual agents, predictive routing, conversational IVR).
• (not required) Healthcare payer/provider, home care, or hospice domain experience.