Senior Global Solutions Architect

Five9 • San Ramon, CA

2d • $108,200 - $251,400 • Hybrid

About The Position

The Senior Global Solutions Architect (GSA) is the lead solution and architecture resource for assigned customers, designing, documenting, and evolving customer-specific AI and Contact Center as a Service (CCaaS) solutions with complex third-party integrations. The role combines technical architecture expertise with an understanding of customer business strategy to translate data, systems, and workflows into a forward-looking roadmap intended to improve customer experience, revenue, and cost outcomes.

The GSA advises customer leadership by reviewing environment and performance data, mapping current-state architecture, recommending future-state designs as tools and systems are adopted, and helping define and demonstrate the value and ROI of those decisions. The role partners with internal teams, customers, and third-party providers to support scalable, secure deployments and maintain comprehensive, version-controlled architecture documentation.

Operating with a high degree of autonomy, the GSA establishes architecture standards, methodologies, reference architectures, design patterns, and reusable artifacts. The role also provides consultative support to Professional Services delivery, owns the holistic solution, and serves as the technical interface with partners and Five9 Product and Product Engineering. The position is fully remote for candidates who live more than 30 miles from a Five9 office; candidates within 30 miles of an office work hybrid, three days per week (Tuesday, Wednesday, and Thursday).

Requirements

• At least 12 years of experience in a similar role.
• Bachelor's or master's degree in electrical engineering, Computer Science, Business Administration, or Information Technology.
• Demonstrable consulting experience with large, complex, distributed systems and organizations.
• Significant experience aligning business needs and outcomes with technology offerings.
• Technical writing skills, including process flows, data maps, and similar artifacts.
• Experience with version control systems.
• Strong understanding of the customer lifecycle, from pre-sales evaluation through deployment, adoption, and optimization.
• Understanding of modern integration methods.
• Understanding of cybersecurity tools and principles.
• Experience with data strategy and tools.
• Familiarity with market-leading AI conversational platforms.
• AI and LLM experience across providers such as Amazon, Anthropic, Google, and OpenAI.
• Experience with hyperscalers such as AWS, GCP, and Azure.
• Connectivity knowledge covering SIP, MPLS, SD-WAN, WebRTC, ECX, and VDI.
• Experience with market-leading AI, contact center, or UC platforms such as Five9, NICE, Genesys, Zoom, RingCentral, Cisco, Avaya, or AI companies.
• Track record of leading cross-functional initiatives with internal and external stakeholders.

Nice To Haves

• CRM knowledge, including Salesforce, Microsoft, or ServiceNow.

Responsibilities

• Serve as the lead solution and architecture resource for assigned customers and engaged partners within those accounts.
• Align with internal stakeholders across Sales, Professional Services, Product, Engineering, Customer Success, Technical Account Management, and Compliance.
• Define, author, own, and drive adoption of reusable Five9-level architecture standards, methodologies, reference architectures, design patterns, and artifacts.
• Identify gaps in existing architecture practices and propose and implement improvements without requiring prescriptive guidance.
• Develop a thorough understanding of each client's business, IT risk-management strategies, and contact center operations.
• Act as a trusted customer advisor, providing technical guidance directly or bringing in relevant subject-matter experts.
• Lead technical reviews for assigned customer QBRs and use QBRs and onsite leadership sessions to share insight and shape roadmaps.
• Provide thought leadership that aligns industry trends, market opportunities, corporate objectives, and Five9 and partner offerings.
• Lead and influence platform acquisition, adoption, and optimization while accounting for global product availability and regulatory requirements.
• Build durable customer relationships that support service excellence and growth.
• Analyze customer data and environments to identify trends and effects on customer experience, revenue, and cost, and recommend actions beyond Five9 configuration.
• Design proactive roadmaps connecting current-state performance with future-state outcomes.
• Map current-state CX and contact center systems and workflows and recommend go-forward architectures for newly adopted tools and systems.
• Lead the design of complex AI and CCaaS solutions with multiple third-party integrations, including CRM, WFM, AI-based tools, and telephony systems.
• Create and maintain detailed, version-controlled end-to-end architecture documents, including integration points, workflows, and dependencies.
• Develop and maintain technical diagrams covering network topology, data flows, system integrations, and architecture interactions.
• Help define, craft, and demonstrate ROI, value realization, and the impact of solution decisions through supporting data analysis and content creation.
• Build and use templates to project and commit program returns based on customer metrics, deployed solutions, and expected outcomes from comparable programs.
• Support Account Directors in defining and presenting value assessments to customer leadership, providing technical and data analysis.
• Create content that communicates projected and realized value and links solution decisions to measurable business outcomes.
• Work with internal teams, customer stakeholders, and third-party providers to capture requirements, ensure alignment, and resolve technical, compatibility, and performance concerns.
• Maintain architecture documents and diagrams under version control, tracking customer-specific changes, third-party updates, and platform enhancements.
• Establish processes for versioning, updating, and distributing architecture documentation.
• Provide feedback to improve architecture best practices, tooling, and documentation standards, and optimize architectures for scalability and new integrations.
• Provide consultative support to Professional Services teams as they transition into delivery and help ensure delivery follows established architecture standards and methodologies.
• Hold holistic ownership of the entire solution and serve as the technical interface with solution partners and Five9 Product and Product Engineering.
• Review contact center operations and provide gap analysis, contractual deliverables, and risk awareness.
• Meet weekly with the Account Executive, Account Manager, or Service Executive for formal document discussions and actions.

Benefits

• Health, dental, and vision coverage beginning on the first day of employment.
• Five9 covers 100% of the employee portion of health, dental, and vision coverage and shares a high portion of dependent costs.
• Short- and long-term disability coverage.
• Basic life insurance.
• 401(k) savings plan with employer matching.
• Access to a mental health support platform offering therapy, coaching, and self-guided mindfulness resources for covered employees and dependents.
• Employee stock purchase plan.
• Paid time off.
• Company-paid holidays.
• Paid volunteer hours.
• 12 weeks of paid parental leave.
• Annual performance bonus, stock, and/or other applicable incentive compensation plans may be included in the total compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior