Senior Global Solutions Architect

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. 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 b