• Lead business and technical requirements sessions, translating needs into scalable, secure, and high performing Five9/CCaaS architectures. • Own end to end solution delivery, including design, configuration, testing, deployment, rollout, and customer satisfaction. • Serve as the primary technical authority across multiple concurrent initiatives with minimal oversight. • Provide technical leadership, code reviews, solution governance, and quality assurance across the delivery lifecycle. • Guide customers on best practices related to configuration, performance, scalability, security, and reliability. • Design, configure, and deploy standard and advanced Five9 capabilities. • Architect and implement complex integrations with third party systems including CRM/ITSM integrations. • Troubleshoot complex issues across client browser applications, network, cloud and telecom layers. • Lead and mentor engineers, consultants, and delivery team members to improve execution, technical depth, and solution quality. • Partner with project managers to ensure accurate scoping, estimating, risk management, and timeline delivery.