The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled
Position Summary
Level: Lead Business Transformation Architect
As a Lead Business Transformation Architect/ Specialist Master at Deloitte Consulting, you will drive the design, implementation, and delivery of cutting-edge artificial intelligence solutions for our clients. This role combines deep technical expertise with strong leadership capabilities and exceptional client management skills. You will serve as a bridge between complex technical implementations and business objectives, leading development teams while effectively communicating with stakeholders at all levels.
Work you’ll do:
We are looking for a seasoned Five9 CCaaS Architect to lead the design, implementation, and optimization of enterprise-grade cloud contact center solutions built on the Five9 Intelligent CX Platform. This is a senior technical role that sits at the intersection of solution architecture, AI-driven automation, and client advisory — equal parts strategist and builder.
The ideal candidate brings deep hands-on Five9 expertise, a strong grasp of modern CCaaS architecture patterns, and the communication fluency to translate complex technical decisions into clear business value for clients and stakeholders.
Solution Design & Architecture: Lead end-to-end CCaaS solution design — from discovery and requirements gathering through configuration, testing, deployment, and rollout. Translate business and operational requirements into scalable, secure, and high-performing Five9 architectures that align with client goals and industry best practices.- Technical Leadership & Governance: Serve as the primary technical authority across multiple concurrent client engagements. Conduct solution and code reviews, establish architecture governance standards, and maintain quality assurance throughout the delivery lifecycle.
- Five9 Platform Configuration & Deployment: Design and configure the full breadth of Five9 capabilities including VCC Core, ACD/IVR/IVA (Intelligent Virtual Agent) with complex call flows, outbound campaigns and predictive dialing logic, Workforce Automation (WFA), Quality Management (QM/WEM), digital channels, and AI-driven features such as Five9 Genius AI.
- Integration & Connectivity Architecture: Architect and implement enterprise-grade integrations with CRM and ITSM platforms — including Salesforce, ServiceNow, Microsoft Dynamics 365, Oracle, and Zendesk — using Five9's pre-built adapters and the Agent Desktop Toolkit Plus (ADT+). 7 8 Design and implement REST/SOAP APIs, webhooks, and advanced scripting. Implement identity and authentication frameworks including SSO, SAML, and OAuth.
- AI & Automation Strategy: Drive the adoption of Five9's Genius AI capabilities — including Intelligent Voice Assistants, AI-powered Agent Assist, the AI Summary Node, Knowledge Node (RAG-based), and the AI Trust & Governance framework. Provide architectural guidance on deploying responsible, hallucination-aware AI within the contact center environment. 9 10 Stay ahead of Five9's evolving Agentic CX roadmap and help clients position for next-generation capabilities.
- Performance Optimization & Reporting: Configure dashboards, real-time reporting, and supervisor tools to monitor and continuously optimize contact center operations. Guide clients on best practices for scalability, performance, reliability, and security.
- Troubleshooting & Incident Resolution
- Troubleshoot complex issues spanning application, platform, network, cloud, and telecom layers. Drive rapid resolution with minimal disruption to customer-facing operations.
- Collaboration, Scoping & Delivery: Partner with project managers for accurate effort estimation, scoping, risk management, and on-time delivery. Lead and mentor engineers, consultants, and junior delivery team members to elevate technical capability and solution quality across the team.
- Client Engagement & Presentations: Deliver compelling client-facing presentations, solution demonstrations, and value propositions. Serve as a trusted technical advisor throughout the engagement lifecycle.
The team:
Our Sales & Service team focuses on delivering marketing and growth objectives aligned with our clients’ brand values for measurable business growth. We help clients turn business values into measurable growth through creatively driven, personalized content, communications, and experiences that engage and inspire people to act. We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients’ marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities by a combination of key focus areas i.e, Brand, Advertising, Experiences, Content, Marketing, Commerce, Products, Data and measurement/analysis.
Qualifications
Must Have Skills/Project Experience/Certifications:
- 5+ years of hands-on architecture experience with the Five9 Intelligent CX Platform, including VCC, IVR/IVA, WFA, QM/WEM, and digital channels
- Advanced understanding of CCaaS architecture patterns, enterprise scalability design, and cloud contact center infrastructure
- Solid understanding of core contact center operations: ACD, IVR, CTI, and CRM integration workflows
- Experience migrating legacy on-premise contact centers to Five9 cloud environments
- Proficiency in enterprise integration design using REST/SOAP APIs, webhooks, and scripting languages (JavaScript, HTML, CSS)
- Strong command of authentication protocols: SSO, SAML, OAuth
- Familiarity with AI/ML applications in CX — chatbots, virtual agents, predictive analytics, agent assist, and GenAI-driven capabilities
- Awareness of compliance and security frameworks relevant to CCaaS: PCI-DSS, HIPAA, GDPR
- Bonus: Server-side development experience in Node.js, Java, PHP, or .NET
- Excellent communication and documentation skills with the ability to present confidently to executive and technical audiences
- Proven ability to lead, mentor, and develop delivery teams
- Strong client advisory mindset — able to frame technical decisions in terms of business outcomes
Good to Have Skills/Project Experience/Certifications
- Five9 Certifications: Five9 Certified Administrator, Five9 Certified Implementor, or Global Partner Certified Implementation Partner credentials are highly desirable
- AI/GenAI Certifications: A plus, given the growing centrality of Genius AI and agentic workflows in Five9 deployments
Education:
- BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university
Location:
- Bengaluru/Hyderabad/Pune/Chennai
