AI Automation Engineer

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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.

Five9 is seeking an additional member to the AI and Custom Services team within Enterprise Professional Services. The ideal candidate is a passionate, self‑managed individual who delights customers with their technical and communication skills. Exploring new design patterns, pushing the boundaries of product, and straddling the line between tactical and strategic are all part of a typical day’s work.

You possess technical prowess to design and deliver on challenging customer requirements. You will build to customer‑approved design specifications efficiently using Five9’s software while always being mindful of where platform capabilities end and customization is required. You are knowledgeable of how to use AI in the contact center and ideally are familiar with Five9 Virtual Contact Center.

Key Responsibilities

• Engage with customers to acquire a rich understanding of their problems, needs, and goals.
• Takes the lead in requirements gathering, configuration, knowledge transfer, solution testing, production rollout, and adoption support.
• Design and configure applications on the Five9 platform for each customer’s unique requirements, often with integrations to third‑party platforms (e. g. Salesforce, Epic, Service
  Now, Hub
  Spot).
• Provide customers with configuration advice and problem resolution on Five9 product.
• Consulting engagements.
• Effectively and succinctly communicate with both internal and external stakeholders.
• Lead technical sessions and become a trusted advisor to decision makers while demonstrating mastery of the Five9 platform.
• Handle pre‑sales Statement of Work requests from creation to design document handoff, including gathering true business requirements, determining level of effort, and documenting a target solution.

Key Requirements

• Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering, a related technical discipline, or equivalent professional experience.
• Minimum of 3 to 5 years of experience in Professional Services Implementation and configuration experience in a Cloud computing or telephony environment.
• Strong verbal and written communication skills (English).
• Strong knowledge of hosted solutions (Saa
  S), Vo
  IP, IVR, and Call Center skills/practices.
• Knowledgeable of Digital Engagement channels (Email, Chat, SMS).

Key Skills

• Ability to listen to a customer’s request, separate problem from requested solution, visualize available options and communicate efficiently and distinctly.
• Self‑starter possessing excellent time‑management skills; able to manage multiple activities simultaneously with little oversight.
• Excellent English verbal and written skills.
• Ability to learn new skills quickly and digest new product features without assistance.
• Expert at developing positive and productive relationships with people.
• Passion for continuous improvement both technically and professionally.
• Knowledge of and experience implementing Intelligent Virtual Agents (IVAs) for both voice and digital channels and Natural Language Processing engines such as Google Dialogflow, Amazon Lex, IBM Watson, or Agent Assist platforms.
• Knowledge of modern API standards (SOAP, XML, REST, JSON) and experience integrating to them.
• Willing to travel up to 10% nationally with occasional international travel possible (valid passport required).

Preferred Skills

• Familiarity or technical certification in CCaa
  S, CRM, ACD, IVR and call center practices, including certifications in Google Cloud Platform, Amazon Web Services or Salesforce.
• Experience working on enterprise deployments involving multiple vendors.
• Strong combination of technical call center expertise, client development, and configuration experience.
• Creativity in solution architecture and design.

Benefits

• Five9 Shares
• Bonus Scheme
• 10% Flexi Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance
• 25 day Annual Leave + Public Holidays

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Five9 is an equal opportunity employer. Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.