AI Automation Engineer

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 in 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, ServiceNow, HubSpot, etc.).
• 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. Includes ability to work with a client to gather true business requirements, determine the level of effort for a project and document 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
• Has good verbal and written communication skills (English)
• Has strong knowledge of hosted solutions (SaaS), VoIP, 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 the problem from the requested solution, visualize the available options and communicate the available options efficiently and distinctly.
• Self-starter possessing excellent time management skills. Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
• Excellent English verbal and written skills.
• Ability to learn new skills quickly and digest new product features without assistance.
• An 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 CCaaS, CRM, ACD, IVR and call center practices. Includes technical certifications in any related industry such as Google Cloud Platform, Amazon Web Services or Salesforce.
• Experience working on enterprise deployments involving multiple vendors.
• A strong combination of technical call center expertise, client development, and configuration experience.
• Creativity in solution architecture and design.