Senior Contact Center Solutions Architect Five9 Expert

CDW; United States; On-site; USD 144,000 - 241,000; Full time

Job summary

CDW is seeking a Principal Consulting Engineer to ensure solution designs are implemented to the customer’s satisfaction, guiding architecture and cross‑functional teams on Five9‑based contact center solutions.

You will lead engagements, develop standards, train staff, interface with customer executives, and drive project strategies, ROI, and best practices while staying current with IT trends.

Qualifications

• 10+ years delivering large-scale enterprise solutions (or 14+ years).
• High-end experience in PBX and/or Call Center systems engineering with Five9 expertise.
• Experience with call flow analysis and development.
• Programming experience with Cisco, Five9, Zoom, Microsoft, Genesys, NICE CXone.
• Knowledge of voicemail, unified messaging, IVR, CRM integration.
• CCNA, CCNP or CCDP certification is a plus.

Responsibilities

• Plan, design, implement, and support IP-based call center solutions, focusing on Five9.
• Set up, configure, and test components of Contact Center platforms and integrated calling platforms.
• Act as technical expert and SME; lead training and standards with architects.
• Define project strategies balancing customer goals and financial constraints.
• Provide leadership and expert advice on architecture to customers and teams.
• Lead a project team including clients, CDW and partners.
• Interface with customer executives; present complex ideas.
• Mentor staff; develop best practices and training.
• Drive ROI and metrics; communicate risks to stakeholders.

Skills

Five9 expertise

PBX/Call Center systems engineering

Client consultation

Leadership & SME

Project planning & ROI

Education

Bachelor's degree

14+ years experience alternative

Tools

Five9 platform

NICE CXone

Amazon Connect

CRM integration

Job description

CDW is seeking a Principal Consulting Engineer to ensure solution designs are implemented to the customer’s satisfaction, guiding architecture and cross‑functional teams on Five9‑based contact center solutions.

You will lead engagements, develop standards, train staff, interface with customer executives, and drive project strategies, ROI, and best practices while staying current with IT trends.