If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.

Solutions Architect - Contact Center Technology

Full-Time | 40 Hours/Week | Monday-Friday

Hybrid Role - Must Travel to Downers Grove Corporate Office

Experience with Five9 and Cisco Unified Communications Manager (CUCM) preferred

The Solutions Architect is responsible for executing the architecture, scope, and technical strategy defined by IT leadership for Duly's contact center voice platform. This role takes strategic direction and translates it into detailed system specifications, builds, and implementations. The position operates at the highest technical execution level across the full system lifecycle from detailed design through implementation, testing, and ongoing optimization while working within the technology strategy and standards set by leadership.

A key focus of this role is building, configuring, and enhancing the voice and AI solutions supporting the Five9 contact center platform and its integration with Cisco Unified Communications Manager (CUCM), executing against the architecture and roadmap defined by leadership. The Solutions Architect will develop high-quality, reliable, and high-performing voice and AI applications using technologies such as SIP, RTP/RTCP, IVR, IVA (Intelligent/AI Virtual Agents), WebRTC, Web Sockets, and JavaScript, alongside conversational AI and generative AI capabilities (e.g., Five9 Agent Assist, AI Insights, and AI Virtual Agent/IVA build-out). This role requires strong technical execution ability, problem-solving skill, and cross-functional collaboration to drive exceptional customer and patient experiences.

Technical Execution & Application Expertise (40%)

• Serve as the hands-on Subject Matter Expert (SME) for the Five9 contact center platform and its integration with Cisco Unified Communications Manager (CUCM).

• Execute the technical build-out of voice, IVR, and AI Virtual Agent solutions according to the architecture, standards, and roadmap defined by IT leadership.

• Build and configure AI Virtual Agent (IVA) and conversational AI solutions, including intent design, natural language understanding, and integration with Five9 Agent Assist and AI Insights, per defined use cases and specifications.

• Understand the full application and telephony stack (Five9, CUCM, SIP trunking, IVR/IVA, WebRTC) and resolve complex or unique technical issues during implementation.

• Assist in evaluating new AI, automation, and contact center technologies, providing technical input to leadership's strategy and roadmap decisions.

• Design, develop, and maintain integrations, utilities, and applications connecting Five9, CUCM, and adjacent systems (e.g., Epic, CRM, WFM) to solve business problems as directed.

• Support technical planning for software strategies, platform upgrades, and migrations set by leadership. Build and support application interfaces (APIs) across the voice/AI ecosystem.

Collaboration & User Support (40%)

• Work directly with end-users and operational leaders to resolve issues related to daily operations, call routing, and system workflows.

• Partner with physicians, operational leaders, and business stakeholders to gather requirements and implement system solutions, including AI Virtual Agent use cases, in line with the strategy set by leadership.

• Help stakeholders understand workflow implications of implemented solutions and surface enhancement opportunities to leadership.

• Serve as a technical point of contact with Five9 and Cisco account teams during implementation and support engagements, in coordination with leadership.

• Foster a collaborative working relationship across IT and operational partners during builds, testing, and rollout.

Risk Management, Documentation & Governance (20%)

• Identify, analyze, and escalate technical risks and issues encountered during implementation of critical initiatives, including AI/voice platform changes.

• Analyze system and usage data (e.g., Five9 usage, licensing, AI/IVA performance) to identify trends and surface recommendations to leadership.

• Apply the architecture standards, guidelines, and best practices defined by leadership for voice and AI Virtual Agent solutions.

• Create and maintain technical documentation, including specifications, release notes, test plans, and training materials, based on direction from leadership.

• Coordinate with cross-functional groups such as compliance, security, and patient accounts on implementation details involving PHI, biometric data, and AI output.

• Perform additional duties as assigned.

Qualifications

• Bachelor's degree in information technology, computer science, or related field (or 6+ years of related experience in lieu of degree). Master's degree preferred but not required.

• 7+ years of IT application/systems architecture, engineering, or development experience (with bachelor's degree); 10+ years if candidate does not hold a bachelor's degree.

• Hands-on experience architecting or administering Five9 contact center platform (IVR scripting, skills-based routing, Agent Assist, AI Insights) required.

• Experience with Cisco Unified Communications Manager (CUCM) and broader Cisco voice/UC ecosystem required.

• Experience designing or implementing AI Virtual Agents (IVA), conversational AI, or generative AI solutions in a contact center environment strongly preferred.

• Working knowledge of SIP, RTP/RTCP, WebRTC, Web Sockets, and JavaScript.

• Experience with SQL Server, SSIS, IIS, SharePoint, and website technologies is beneficial.

• Project experience required, including contributing to cross-functional technical initiatives. Demonstrated experience driving process and implementation improvements.

• Healthcare experience strongly preferred.

• Strong understanding of multi-tier application design and enterprise architecture principles.

• Familiarity with database design and usage. Excellent analytical, organizational, and problem-solving skills.

• Strong communication skills with the ability to work effectively across all levels of the organization, including stakeholders and external vendor partners.

• Ability to remain calm and effective in high-pressure, high-visibility situations.

• Comfortable executing change and improving processes within a defined technical strategy.

• Flexible and adaptable interpersonal style. Knowledge of APIs and HL7 is a plus.

• Strong hands-on technical capability across complex, cross-functional technology projects.

The compensation for this role includes a base pay range of $116,459 - 174,688, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.