Senior Global Solutions Architect

Five9

. Serve as the lead solution and architecture resource for assigned customers and engaged partners .

Posted 11/2/2026full-timeSan Ramon • California • United StatesSenior💰 $108,200 - $251,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing complex AI and contact center solutions, aligning technology offerings with business needs, and leading cross-functional initiatives. Proficient in technical writing, architecture standards, and customer lifecycle management.

Highest-signal resume keywords

AI/Contact Center Solution DesignTechnical Writing SkillsCross-Functional Initiative LeadershipCustomer Lifecycle ManagementArchitecture Standards Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complex Systems ConsultingData Strategy and ToolsVersion Control SystemsIntegration MethodsCybersecurity PrinciplesAI/LLM ExperienceConnectivity KnowledgeTechnical Architecture DocumentationProcess FlowsData Maps

Soft Skills

Customer Relationship ManagementService ExcellenceThought LeadershipCollaborationInfluencing Skills

Tools & Technologies

Five9NICEGenesysZoomRingCentralCiscoAvayaAWSGCPAzure

Industry Keywords

Contact Center OperationsCX ArchitectureMarket TrendsRegulatory RequirementsHyperscalers

Tech Stack

Tools & technologies

AWSAzureCyber SecurityDistributed SystemsGoogle Cloud PlatformServiceNow

About the role

Key responsibilities & impact

Serve as the lead solution and architecture resource for assigned customers and engaged partners
Align with Sales, Professional Services, Product, Engineering, Customer Success, Technical Account Management, and Compliance
Define, author, and own Five9-wide architecture standards, methodologies, reference architectures, design patterns, and artifacts
Identify gaps in architecture standards and drive adoption of improvements
Develop understanding of clients’ business, IT risk-management strategies, and contact center operations
Advise clients and provide expert technical guidance
Lead technical reviews for assigned customer QBRs
Provide thought leadership aligning industry trends, market opportunities, and corporate objectives to Five9 and partner offerings
Lead and influence platform acquisition, adoption, and optimization while accounting for product availability and regulatory requirements
Build customer relationships and drive service excellence and growth
Analyze customer data and environments to identify trends affecting customer experience, revenue, and cost
Make actionable recommendations beyond Five9 configuration
Use QBRs and onsite sessions with customer leadership to shape roadmaps
Design proactive roadmaps connecting current-state performance to future-state outcomes
Map current-state CX and contact center architectures and workflows
Recommend go-forward architectures for newly adopted tools and systems
Design complex AI/CCaaS solutions with third-party integrations
Create and maintain version-controlled architecture documents and technical diagrams
Support value assessments, ROI projections, and communications of measurable business outcomes
Collaborate with internal teams, customers, and third-party providers to capture requirements and resolve technical, compatibility, and performance concerns
Maintain documentation version control and change tracking
Provide feedback on architecture best practices, tooling, and documentation standards
Support Professional Services delivery and ensure adherence to architecture standards
Own the entire solution and serve as technical interface with partners, Product, and Product Engineering
Review contact center operations, provide gap analysis and risk awareness
Meet weekly with Account Executive, Account Manager, or Service Executive for document discussions and actions

Requirements

What you’ll need

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
Experience with market-leading AI/contact center/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
Minimum of 12+ years of experience in a similar role
Significant experience aligning business needs and outcomes to technology offerings
Technical writing skills, including process flows and data maps
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
Data strategy and tools experience
Familiarity with market-leading AI conversational platforms
AI / LLM experience across providers such as Amazon, Anthropic, Google, and OpenAI
Experience with hyperscalers including AWS, GCP, and Azure
Connectivity knowledge including SIP, MPLS, SD-WAN, WebRTC, ECX, and VDI
CRM knowledge preferred, including Salesforce, Microsoft, and ServiceNow

Benefits

Comp & perks

Annual performance bonus
Stock
Other applicable incentive compensation plans
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 cost
Short- and Long-Term Disability
Basic Life Insurance
401k saving plan with employer matching
Mental health support platform with therapy, coaching, and self-guided mindfulness exercises for covered employees and dependents
Generous employee stock purchase plan
Paid Time Off
Company paid holidays
Paid volunteer hours
12 weeks paid parental leave
Fully remote work for candidates residing outside the 30 mile radius of a Five9 office
Hybrid work arrangement for candidates within a 30 mile radius of a Five9 office