Business Architect - Key Accounts

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.   

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 

Five9 is seeking an experienced Business Architect to collaborate with our most important large key accounts, helping them design adoption strategies, optimize platform usage, and implement best practices for long-term success. You will work closely with account teams post-sale to create adoption blueprints, guide technical strategy, and ensure customers realize measurable value from their investment.

You will partner with Product Management to share field insights, prioritize roadmap features, and influence the evolution of the platform, especially in emerging areas such as Generative AI, LLM integrations, and machine learning–driven automation. Leveraging your API expertise, Five9 implementation experience, and contact center architecture knowledge, you will help customers achieve scalable, sustainable, and innovative deployments.

Key Responsibilities:
Strategic Technical Partnership

• Collaborate with account teams to develop multi-year adoption strategies for large enterprise key accounts.
• Guide customer technical teams on aligning platform capabilities with long-term business objectives.
• Lead workshops, executive presentations, and planning sessions that drive platform adoption and growth.

Product Collaboration and AI Innovation

• Work with Product Management to provide customer-driven insights and prioritize strategic feature requests.
• Recommend best practices for Generative AI and ML-powered solutions, including prompt design, governance frameworks, and data readiness planning.
• Share guidance on integrating AI effectively into contact center operations.

Solution Architecture and Integration

• Advise on architectures that integrate Five9 with CRMs, WFO, IVR, analytics platforms, and custom enterprise applications.
• Recommend API integration best practices, including scalability, performance optimization, and stability considerations.
• Provide solution guidance to ensure customer designs align with Five9 capabilities and future roadmap direction.

Best Practices and Knowledge Sharing

• Document and share proven adoption patterns with customers and internal teams.
• Contribute to solution playbooks, deployment guides, and integration frameworks.
• Mentor peers and cross-functional teams on AI-enabled solution design and enterprise integration approaches.

Key Qualifications:
Experience

• 12 plus years in contact center technology, large enterprise solution architecture, or technical consulting.
• Direct experience implementing and configuring Five9 solutions in large-scale environments.
• Proven success enabling platform adoption in Fortune 500 and other large enterprise contexts.
• Experience advising on Generative AI or ML solutions, from strategy to production deployment.
• Strong background with APIs, integrations, and automation frameworks.

Skills

• Strong communicator able to connect technical capabilities with business outcomes for executive and technical audiences.
• Proficiency in JavaScript for integrations and automation.
• Confident presenting to large groups both virtually and in person.

Preferred Knowledge

• CRM, WFO, IVR, and IP Telephony solutions.
• Enterprise architecture and systems integration.
• AI prompt engineering, bias mitigation, and data readiness planning.
• Proficiency in Python for understanding prototypes, automation concepts, and advanced integrations.

Additional Requirements

• Travel required based on customer request.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.  

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.