Senior Staff Software Engineer

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 FrameworkPHP Python and 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 welldeveloped Five9 microservices 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 dragdrop flow builder that integrate multiple channels like voice SMS and chatbot with the contact centres voice solutions. The engineers responsibilities include software design and development testing and documentation across our backend frontend and interaction management platforms to deliver endtoend features work with product owners and designers to expand the feature set and create highquality user interfaces take operational responsibility for the performance and quality of services owned by your team potentially including taking part in an oncall 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 problemsolving skills to identify the root causes and implement effective solutions.

Writing highquality 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 goto individual for tackling ambiguous or timecrunched 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 crossfunctional 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 or others as required.

Strong experience with web development technologies such as HTML CSS JavaScript and modern frontend frameworks like or React.

Expertise in serverside technologies databases (SQL and NoSQL) and backend 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 fullstack development skills.

Ability to work independently and as part of a collaborative team.

Strong commitment to delivering highquality code and solutions on time and within scope.

Bachelors 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 customerfacing role.

Benefits Include

• Five9 Shares
• Bonus Scheme
• Employee referral program
• Employee Assistance Program
• Flu Vaccinations