Senior Global Solutions Architect

Title: Senior Global Solutions Architect Location: United States (Remote)

The Senior Global Solutions Architect (GSA) is the lead solution and architecture resource, responsible for designing, documenting, and evolving customer-specific AI and Contact Center as a Service (CCaaS) solutions with complex third-party integrations. The role pairs deep technical architecture expertise with a strong grasp of customer business strategy — translating data, systems, and workflows into a clear, forward-looking roadmap that drives measurable impact on customer experience, revenue, and cost.

Beyond system design and roadmap definition, the GSA acts as a consultative advisor to customer leadership: reviewing environment and performance data, mapping current-state architecture, recommending a go-forward design as new tools and systems are adopted, and helping define and demonstrate the value and ROI of those decisions. The GSA works closely with internal cross-functional teams, customers, and third-party providers to ensure scalable, secure, and conflict-free deployments while maintaining comprehensive, versioned architecture documentation. The GSA also operates with a high degree of autonomy, setting the standards and methodologies that other architects, delivery teams, and partners follow, and translating lessons from individual customer engagements into repeatable, org-wide practice. As a result, stakeholders share a clear understanding of the solution.

KEY RESPONSIBILITIES

• Serve as the lead solution and architecture resource for assigned customers, including engaged partner(s) within those accounts.
• Align closely with internal cross-functional stakeholders including Sales, Professional Services, Product, Engineering, Customer Success, Technical Account Management, and Compliance.
• Independently define, author, and own architecture standards, methodologies, reference architectures, design patterns, and artifacts (Five9 org level) for broader reuse across Sales, Professional Services, Product, and partner teams. Set the direction for how solution architecture is practiced at Five9, without requiring prescriptive guidance, by identifying gaps in current standards and proposing, building, and driving adoption of improvements.
• Develop a thorough understanding of the client's business, IT risk-management strategies, and contact center operations.
• Become a trusted advisor to the client — providing expert technical guidance directly or bringing in subject-matter experts from within and outside Five9 as appropriate.
• Lead the technical review(s) for assigned customer QBRs.
• Provide thought leadership to customers, aligning industry trends, market opportunities, and corporate objectives to Five9 and partner offerings.
• Lead and influence platform acquisition, adoption, and optimization, accounting for global product availability and regulatory requirements.
• Build durable customer relationships grounded in trust, delivery, and execution — driving service excellence and, ultimately, growth.

CONSULTATIVE REVIEW & PROACTIVE ROADMAP DESIGN

Analyze customer data and environment to identify trends and their impact on customer experience, revenue, and cost — then make recommendations that extend beyond Five9 configuration.

• Conduct consultative reviews of customer data and environment to surface trends affecting CX, revenue, and cost.
• Make actionable recommendations that go beyond Five9 configuration to address the broader customer objective.
• Use QBRs and onsite sessions with customer leadership as the primary forum for delivering insight and shaping the roadmap.
• Design a proactive, forward-looking roadmap that connects current-state performance to future-state outcomes.

BUSINESS & SOLUTION ARCHITECTURE

• Map the current-state architecture of existing CX and contact center systems and workflows.
• Recommend a go-forward architecture based on the new tools and systems being adopted.
• Lead the design of complex AI/CCaaS solutions with multiple third-party integrations (e.g., CRM, WFM, AI-based tools, telephony systems) in accordance with, and in service of evolving, the organization’s architecture standards and methodologies.
• Create and maintain detailed, version-controlled architecture documents capturing the end-to-end solution — including integration points, workflows, and dependencies.
• Develop and maintain technical diagrams (network topology, data flow, system integrations) that illustrate key architecture components and interactions.

VALUE REALIZATION & ROI

Help define, craft, and demonstrate the ROI, value realization, and impact of new solution decisions — including the supporting data analysis and content creation. This is traditional value-office/business-value-assessment work; in practice, the Account Director should lead, with the GSA serving as the supporting subject-matter expert.

• Build and use templates for projecting and committing program returns based on current-state customer metrics and inputs, solutions deployed, and expected outcomes from comparable programs.
• Support the Account Director in defining and presenting value assessments to customer leadership, contributing the technical and data analysis behind the numbers.
• Create content that clearly communicates projected and realized value, tying solution decisions to measurable business outcomes.

SOLUTION ARCHITECTURE: DESIGN, DOCUMENTATION & GOVERNANCE

Collaboration with Internal & External Stakeholders

• Work closely with internal cross-functional teams (Engineering, Product, Support, Customer Success) to ensure the architecture meets both technical and business requirements.
• Engage customer stakeholders to capture requirements and integration needs and confirm alignment of the technical solution being delivered.
• Collaborate with third-party solution providers to ensure seamless integration, resolving technical, compatibility, and performance concerns.

Version Control & Change Tracking

• Maintain all architecture documents and diagrams under proper version control, tracking changes from customer-specific modifications, third-party updates, and platform enhancements.
• Establish a clear process for versioning, updating, and distributing documentation to all stakeholders to avoid conflicts and keep collaboration smooth.

Continuous Improvement

• Provide feedback and insight into the continuous improvement of architecture best practices, tooling, and documentation standards.
• Act as a thought leader in optimizing architecture for future scalability, new integrations, and innovative customer solutions.

ACCOUNT AND DELIVERY EXPECTATIONS

• Provide consultative support to Professional Services delivery as teams transition into the delivery phase, ensuring delivery adheres to established architecture standards and methodologies.
• Hold holistic ownership of the entire solution.
• Serve as the technical interface with all partners involved in the solution and its ongoing development.
• Serve as the technical interface with Five9 Product and Product Engineering to meet customer requirements.
• Review current contact center operations and provide gap analysis, contractual deliverables, and risk awareness.
• Meet weekly with the Account Executive / Account Manager / Service Executive for formal document discussions and actions.

SKILLS

• Significant experience aligning business needs and outcomes to technology offerings.
• Technical writing skills — 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.
• 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 (AWS, GCP, Azure).
• Connectivity knowledge — SIP, MPLS, SD-WAN, WebRTC, ECX, VDI.

BACKGROUND AND EXPERIENCE

• 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 (Five9, NICE, Genesys, Zoom, RingCentral, Cisco, Avaya, AI companies, etc.).
• CRM knowledge preferred (Salesforce, Microsoft, ServiceNow).
• Track record of leading cross-functional initiatives with internal and external stakeholders.
• Minimum of 12+ years of experience in a similar role.