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.
The team
The product engineering team drive the realization of practical AI solutions for the contact centre environment. Our existing Studio product stack is built on Laravel Framework-PHP, Python and Vue.js technology deployed in private and public clouds. We leverage the latest cloud AI services such as Google Speech, Dialogflow, IBM Watson and Amazon Lex.
Our vision for practical AI involves equipping contact centre agents, supervisors and managers with user interfaces that guide and summarize their work, identify points of coaching and support, fully automate routine interactions and allow creation, deployment and ongoing training of the AI models required. At the same time, Studio is being fully integrated into the well-developed Five9 micro-services platform.
Role purpose
The role of a Software Engineer in the R&D AI Automation Team is to design, develop, and maintain software solutions (Studio) with drag-drop flow builder that integrate multiple channels like voice, SMS, and chatbot with the contact centre’s voice solutions. The engineer’s responsibilities include software design and development, testing and documentation across our backend, front-end and interaction management platforms to deliver end-to-end features, work with product owners and designers to expand the feature set and create high-quality user interfaces, take operational responsibility for the performance and quality of services owned by your team, potentially including taking part in an on-call rotation, deep dive into cutting edge technologies and work with the products team to transfer ideas into products. Ultimately, the role contributes to design process for new products and solutions.

How you contribute

• Proactively leads engineering efforts, fostering collaboration with peers, project managers, and quality assurance teams. Troubleshoot and resolve complex technical issues. When problems arise, you use your experience and problem-solving skills to identify the root causes and implement effective solutions.
• Writing high-quality, efficient, and maintainable code that serves the purpose of scaling and tenancy management. Should follow coding best practices and contribute to developing software modules, features, and functionalities. Recognised as the go-to individual for tackling ambiguous or time-crunched tasks that challenge others.
• A natural coach and guide, sought after by peers for assistance. Actively mentors team members and develops adequate specifications. Capable of seamlessly filling gaps within other engineering and cross-functional teams, ensuring continuity and efficiency, even without key personnel.
• Ensure the development stays on track, milestones are met, and the project aligns with business objectives.

Skills, competencies and qualifications

Required:

• Proficiency in a variety of programming languages, including but not limited to JavaScript, PHP/Laravel, python, Vue.js or others as required.
• Strong experience with web development technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like Vue.js or React.
• Expertise in server-side technologies, databases (SQL and NoSQL), and back-end frameworks like PHP Laravel framework.
• Awareness of web security best practices and the ability to implement security measures to protect applications and data.
• Ability to deploy and monitor applications in production along with diagnosing of any technical issues.
• A portfolio of past projects showcasing full-stack development skills.
• Ability to work independently and as part of a collaborative team.
• Strong commitment to delivering high-quality code and solutions on time and within scope.
• Bachelor’s degree (or equivalent) in relevant discipline.

Desirable:

• Having experience with Tenancy Isolation in distributed systems is an advantage.
• Expertise with Sharding in Mysql, Redis and Mongodb is highly advantageous.
• Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous.

Other requirements

• This position requires the ability to be On Call.

Key relationships
There are no direct reports to this role.

Key stakeholders include:

• Service owners and their teams
• Technical leadership and senior management, including VPs
• Engineering teams
• Network and Telecom teams
• Customer service teams
• Compliance and infosec teams
• This is not a customer-facing role.

Please refer the Job description for details