Technical Five9 Architect with MS Dynamics CRM

Key Responsibilities:

Develop and implement an architectural vision and strategy that translates automation objectives into application requirements and solutions.
Designs and maintains architecture and associated artifacts in support of managing automation tools and technologies and associated automated business processes.
Provides technical direction for the process automation technology areas architecture integration support reporting and analytics.
Establishes collaborative crossfunctional relationships within IT product and the business and communicates information and provides advice to drive automation architecture decisions forward.
Design workflows in the Five9 platform to improve customer interactions
Create integration architecture for Five9 with other enterprise systems and applications such as CRM platforms core banking systems and other enterprise applications
Works with product partners peer architects and enterprise architects to maintain current state documentation while creating transitional and target state architectures supporting roadmap objectives.
Adheres and promote enterprise architecture standards policies guidelines and best practices.
Collaborates effectively with business to solve complex problems and meet business needs.

Skills:

Five9 Platform Expertise
Ability to design workflows in the Five9 platform
Demonstrated experience in designing call flows to improve customer interactions
Indepth knowledge and expertise in the Five9 platform including its features functionalities and best practices
Contact Center Architecture
Understanding of contact center architecture and design principles
Indepth knowledge of a global operations contact center process and procedures bringing industry experience and relevant architecture experience to the team
Strong technical understanding of network IP telephony and contact center platforms
Integration Skills
Experience integration Five9 with other enterprise systems and applications such as CRM platforms core banking systems and other enterprise applications
Substantive experience with various integration protocols for seamless data exchange (APIs eventbased solutions filebased transfers enterprise services bus etc)
Understanding of call center channel concepts VoIP Web RTC etc.
Indepth experience and knowledge of business automation technologies such as Robotic Process Automation Business Process Automation Platforms (Automation anywhere Appian Pega Nintex etc) Process Intelligence Intelligent Process Automation
Proven experience designing governance framework for automation technologies ensuring adherence with Enterprise Standards Policies and Procedures
Experience developing automation solutions managing automation architectures and leveraging associated technologies
Demonstrated experience of contact center architecture and design principles
Indepth knowledge of a global operations contact center process and procedures bringing industry experience and relevant architecture experience to the team
Indepth knowledge and expertise in the Five9 platform and AWS Connect including its features functionalities and best practices
Strong technical understanding of network IP telephony and contact center platforms
Understanding of call center channel concepts VoIP Web RTC etc.
Working knowledge of Documentum.
Excellent communication skills