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.
Senior Ironclad CLM Solution Architect and Workflow Developer
Join us in bringing joy to customer experience. Five9 is a leading provider of customer experience software, bringing the power of AI and cloud innovation to customers worldwide.
Living our values every day results in our team first culture and enables us to innovate, grow, and thrive while enjoying the journey together.
We are seeking a Senior Ironclad CLM Solution Architect and Workflow Developer to join our Business Technology team. This role leads the design, implementation, and administration of Ironclad as Five9’s contract lifecycle management platform and serves as the technical lead for replacing DocuSign CLM with Ironclad. You will architect the target-state solution, build and maintain the Workflow Designer workflows, templates, and clause libraries used to generate, route, negotiate, and execute Five9’s customer agreements, and guide the migration of existing templates, workflows, and executed agreements from DocuSign CLM.
The ideal candidate is a senior business systems professional with seven or more years of experience, including at least three years of hands-on CLM implementation or administration and at least two years configuring Ironclad in production. The candidate holds the Ironclad Core Administration Certification and, ideally, has completed Ironclad’s Implementation Bootcamp and Verification Exam (Verified Partner Consultant, Implementation), with prior experience leading a CLM migration or platform replacement strongly preferred.
The position is a hybrid role combining in-office and work-from-home days, based in Chennai or Bengaluru, India, and requires regular overlap with United States business hours, including work until approximately 11:30 PM India Standard Time when needed.
Key Responsibilities
- Lead the solution design and implementation of Ironclad CLM, defining the target-state architecture for contract intake, generation, review, negotiation, approval, signature, repository, and reporting, and serving as the subject matter expert for Legal, Deal Desk, Sales Operations, and Finance.
- Own the replacement of DocuSign CLM with Ironclad, including migration strategy and roadmap, template and workflow inventory and rationalization, repository and metadata migration of executed agreements, parallel run, cutover, in-flight agreement handling, and decommissioning of legacy DocuSign CLM components.
- Design, build, and maintain Ironclad workflows in Workflow Designer, including launch forms, conditional logic, approval routing, notifications, escalations, signature routing, and exception handling.
- Create and maintain commercial document templates and clause libraries — including Master Services Agreements, service orders, order forms, amendments, and renewals — using legal language and clauses approved by the Legal team, with conditional content based on product, pricing, transaction type, and geography.
- Administer and configure the Ironclad platform, including users, groups, roles and permissions, SSO and provisioning, repository structure, metadata and record types, and environment and release management.
- Design and maintain the integrations between Salesforce, Salesforce CPQ, and Ironclad, including Workflow Sync and Record Sync, field mappings, and generation of service orders from CPQ quotes and quote lines, ensuring contract status and executed agreements are accurately returned to Salesforce.
- Define the electronic signature approach for the future state, including Ironclad Signature and any external eSignature provider retained during or after the transition, and manage the related configuration and signature coordination.
- Use the Ironclad API and webhooks to build custom integrations, automations, and data migration tooling with other Five9 systems as required.
- Partner with Legal, Deal Desk, Sales Operations, Finance, and IT to translate business and legal requirements into scalable solutions, and lead change management, documentation, user training, and adoption.
- Troubleshoot workflow, document generation, data mapping, integration, and signature issues, and drive them to resolution.
- Establish administration standards, governance, and best practices, and mentor team members and partner consultants on Ironclad configuration and design.
- Identify opportunities to simplify contract processes, reduce manual effort, and accelerate contract execution, and track outcomes through Ironclad reporting and analytics.
Key Requirements
Required Qualifications:
- Seven or more years of business systems experience, including at least three years of hands-on CLM implementation or administration and at least two years of hands-on Ironclad configuration in production.
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Ironclad Core Administration Certification required. Completion of the Ironclad Implementation Bootcamp and Verification Exam (Verified Partner Consultant, Implementation) strongly preferred.
- Demonstrated experience leading a CLM implementation or migration, ideally replacing DocuSign CLM or a comparable platform, including template and workflow rationalization, repository and metadata migration, and cutover planning.
- Advanced hands-on experience designing and building Ironclad workflows in Workflow Designer, including launch forms, conditional logic, approval routing, notifications, escalations, and exception handling.
- Experience building and maintaining commercial document templates (e.g., Master Services Agreements, service orders, order forms, amendments, renewals) and clause libraries using legal language approved by the Legal team.
- Experience designing and supporting Salesforce and Salesforce CPQ integrations with a CLM platform, including generating documents from quotes and quote lines and syncing contract data and status back to Salesforce (Account, Opportunity, Quote, Quote Line, Product, Contract).
- Experience with the Ironclad API, webhooks, and integration patterns, plus working knowledge of REST APIs, JSON, XML, HTML, basic JavaScript, and SQL.
- Working knowledge of electronic signature platforms, including DocuSign eSignature and Ironclad Signature, covering templates, recipients, signing order, and authentication.
- Basic Salesforce administrator-level knowledge (objects, fields, relationships, and permission sets) and familiarity with the Salesforce CPQ data model and document generation process.
- Proficiency with Microsoft Word template formatting, including tables, styles, sections, headers, and conditional content.
- Strong solution design, analytical, troubleshooting, and communication skills, with the ability to lead initiatives independently, influence stakeholders across Legal, Deal Desk, Sales Operations, Finance, and IT, and work across a distributed, global team.
Preferred Qualifications:
- Salesforce Certified Administrator or Salesforce CPQ Specialist certification is a plus.
- Prior experience with DocuSign CLM and DocuSign eSignature administration, which helps with migration scoping, is a plus.
- Experience with project delivery methodologies, enterprise change management, and mentoring or leading consultants is a plus.
Why You’ll Love This Role:
- You will lead the move to Ironclad and play a central role in shaping how Five9 generates, negotiates, and executes customer contracts at scale.
- You will partner closely with Legal, Deal Desk, Sales Operations, and Finance, gaining broad visibility into the commercial contracting process.
- You will work at the intersection of Salesforce, Salesforce CPQ, and Ironclad, solving practical, cross-system problems that directly impact deal velocity.
- If you enjoy simplifying complex processes, setting technical direction, and building reliable, well-documented systems, this role offers a strong opportunity to grow as a CLM architect.
Workplace location: This role is fully remote for candidates who reside further than a 30 kilometer driving distance from either our Bangalore or Chennai offices. Candidates who reside within a 30 kilometer driving distance of one of our office locations would be required to work in-office 3 days a week.
Workplace location: This role is hybrid and requires 3 days a week in office.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
