Solutions Architect — AI-Powered Contact Center

Duly Health and Care; Chicago (IL); Hybrid; USD 116,000 - 175,000; Full time

Benefits offered by this job

Health benefits

Mental health support

Life and disability insurance

Tuition reimbursement

401(k) match

Volunteer time off

Community impact

Job summary

Duly Health and Care is seeking a Solutions Architect for Contact Center Technology. Hybrid role with travel to Downers Grove office.

You will architect and implement voice, IVR, and AI VA solutions on Five9, integrate with CUCM, and collaborate with physicians and business leaders to deliver reliable, scalable contact center functionality. You will design APIs and integrations, evaluate new AI technologies, and guide architecture decisions that affect patient experiences.

Qualifications

• Bachelor's degree in information technology, computer science, or related field (or 6+ years of related experience in lieu of degree).
• Master's degree preferred but not required.
• 7+ years of IT application/systems architecture, engineering, or development experience (with bachelor's degree); 10+ years if candidate does not hold a bachelor's degree.
• Hands‑on experience architecting or administering Five9 contact center platform (IVR scripting, skills‑based routing, Agent Assist, AI Insights) required.
• Experience with Cisco Unified Communications Manager (CUCM) and broader Cisco voice/UC ecosystem required.
• Experience designing or implementing AI Virtual Agents (IVA), conversational AI, or generative AI solutions in a contact center environment strongly preferred.

Responsibilities

• Serve as SME for the Five9 contact center platform and its CUCM integration.
• Execute the technical build‑out of voice, IVR, and AI VA solutions per architecture and roadmap.
• Build and configure IVA and conversational AI solutions with defined use cases.
• Understand complete telephony stack and resolve complex issues during implementation.
• Evaluate new AI and automation technologies and provide input to strategy.
• Design, develop, and maintain integrations between Five9, CUCM, and other systems.
• Support software strategies, platform upgrades, and migrations.
• Build and support APIs across the voice/AI ecosystem.
• Work with end‑users and leaders to gather requirements and implement solutions.

Skills

Five9 platform

CUCM

AI IVA

APIs

JavaScript

SIP/RTP

WebRTC

Problem solving

Communication

Education

Bachelor's degree in IT/CS or related

Master's degree preferred

Tools

SQL Server

SSIS

IIS

SharePoint

Epic/CRM/WFM integrations

Job description

Duly Health and Care is seeking a Solutions Architect for Contact Center Technology. Hybrid role with travel to Downers Grove office.

You will architect and implement voice, IVR, and AI VA solutions on Five9, integrate with CUCM, and collaborate with physicians and business leaders to deliver reliable, scalable contact center functionality. You will design APIs and integrations, evaluate new AI technologies, and guide architecture decisions that affect patient experiences.