Open to opportunities

Mark Mariluch

@markmariluch

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Enterprise SaaS & AI implementation leader architecting scalable CX platform deployments.

United States

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What I'm looking for

I’m looking to lead enterprise SaaS and AI implementation programs where I can own solution architecture and delivery, build scalable PM practices, and partner with sales and executives to deliver measurable outcomes and reduced churn.

I’m a senior strategic project architect and technology consultant with 15+ years at Five9, focused on architecting and delivering complex enterprise SaaS and AI/CX implementations. I lead from CX visioning through solution architecture, design sign-off, SOW review, contract negotiations, and go-live readiness.

I’m the architect and program director of Five9’s Strategic Project Architect (SPA) Program, overseeing 350+ complex enterprise implementations and a $1.3M+ active project portfolio. I build PM practices from the ground up, align executive stakeholders, and reduce delivery risk through proactive, measurable execution.

My teams and customers have benefited from tangible outcomes: 19,389 total agent seats to go-live across program history, 19,000+ agent seats live, and 106 customer churns avoided through proactive risk mitigation. I also manage high-throughput delivery—359 enterprise implementations since Q2 2021—while keeping cross-functional execution tight.

I’ve also built people and capability, including the Technology Leadership Development Program—restructuring PE career paths and creating a Top Gun talent pipeline across AI/Agent Assist, CRM Integrations, Workforce Automation, SSO, and UC Integrations (Zoom, Microsoft Teams). Today, I bring a practical, leadership-first approach to scaling repeatable architecture and delivery for enterprise customers.

Experience

Work history, roles, and key accomplishments

Current

Senior Strategic Project Architect

Current

Five9, Inc.

Mar 2021 - Present (5 years 4 months)

Architect and program director of Five9's Strategic Project Architect (SPA) Program, overseeing 350+ complex enterprise implementations and a $1.3M+ active project portfolio. Owns end-to-end project lifecycle and leads cross-functional teams, including executive stakeholder alignment and delivery readiness for AI/integration-heavy deployments.

Enterprise SaaS Implementation AI CX Platform Deployment Pre Sales Consulting Lead Integrations Digital Engagement Zoom Microsoft Teams Vendor Management Budget Planning Solutions Architect

Senior Platform Engineer

Five9, Inc.

Jul 2011 - Mar 2021 (9 years 8 months)

Delivered end-to-end SaaS cloud contact center implementations for enterprise clients across voice, digital, and CRM integration channels. Managed consulting contract lifecycle (project management, budget planning, vendor management, and contract negotiations) and led customer services teams including third-party service providers.

Enterprise SaaS Implementation CRM Integration Vendor Management Budget Planning Third Party Providers

Sr. Implementation Consultant

inContact & IT Design & Consulting LLC

Oct 2010 - Jul 2011 (9 months)

Delivered SaaS/cloud contact center implementations with full PM ownership across project planning, vendor management, and solution design. Supported end-to-end delivery from implementation planning through go-live readiness.

Enterprise SaaS Implementation Project Planning Solution Design Vendor Management

President & Founder

IT Design & Consulting

Aug 2009 - Jul 2011 (1 year 11 months)

Founded and operated an IT consulting firm specializing in SaaS, cloud computing, and contact center solutions for enterprise clients. Managed full contract lifecycle from scoping through delivery and built and led customer services teams including third-party providers.

Enterprise SaaS Implementation Project Management Contract Management Third Party Providers

VP, IT Infrastructure & Support

Select Portfolio Servicing

Mar 2006 - Aug 2009 (3 years 5 months)

Led IT infrastructure and support operations including network operations, technical support, field operations, security, and systems management. Built and managed cross-functional teams and third-party service provider relationships in a regulated financial services environment.

IT Infrastructure Management Network Operations Technical Support Field Operations Security Systems Management Team Leadership Third Party Service Provider Management

IT Network Planning Manager

Huntsman Cancer Institute

Jun 1998 - Mar 2006 (7 years 9 months)

Managed IT infrastructure for a major research hospital and oncology center, including network operations, technical support, field operations, and systems management. Supported reliable network and systems operations for a clinical research environment.

IT Infrastructure Management Network Operations Technical Support Field Operations Systems Management

Network Management Systems Development

Williams

Apr 1991 - Jun 1998 (7 years 2 months)

Managed network and server administration, supported software development, and handled project management activities. Developed training curriculum to support ongoing technical enablement.

Network Management server management Software Development Project Management