Hiring: Contact center architect Company: AppLab Systems, Inc Location: New York, NY Job Posted Time: 2026-09-16 22:48:18 Employment Type: Full-time / Remote Target Skills & Keywords : Epic Systems, Salesforce About the job Experience: •Hands-on Five9 platform architecture, administration, and/or implementation experience. •Demonstrated expertise in CCaaS/contact center architecture: ACD, IVR, skills-based routing, WFM, call recording/QM (WEM), and omnichannel routing. •In-depth knowledge of contact center KPIs (AHT, abandon rate, containment, NPS) and how platform configuration drives them. •Prior experience supporting technology assessments or audits — comfortable evaluating and advising, not implementation projects alone. •Excellent written and verbal English communication skills; comfortable presenting technical findings to both IT and business stakeholders. Required Skills: •Serve as the Five9 subject-matter expert during discovery workshops, call observations, and technical deep-dives with Healthcare Client IT and contact center stakeholders. •Assess current Five9 configuration, call routing/IVR design, and integrations (CRM, WFM, reporting/analytics) across Home Care, Hospice, and Personal Care. •Identify technical gaps, underutilized features, and configuration or licensing opportunities relative to Healthcare Client's business requirements. •Validate findings from call observations, mystery shopping, and stakeholder interviews against Five9 platform capabilities and constraints. •Support development of the technology architecture and transformation roadmap deliverables with Five9-specific recommendations, sequencing, and level-of-effort estimates. •Partner with the assessment team to translate business requirements into Five9 platform design options (skills-based routing, omnichannel, AI/automation, WEM/remote monitoring). •Operational familiarity with AI/automation and self-service technologies (virtual agents, predictive routing, conversational IVR). •(not required) Healthcare payer/provider, home care, or hospice domain experience. Qualifications: •Five9 certification(s) (e.g., Five9 Certified Architect/Administrator). Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!