Senior Software Engineer - Five9

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 every day 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 drives the realization of practical AI solutions for the contact centre environment. Our existing Studio product stack is built on PHP/Laravel, Python, and Vue.js technology deployed in private and public clouds. We leverage the latest cloud AI services such as Azure OpenAI, Google AI APIs, 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 management of the AI agents required. At the same time, Studio is being fully integrated into the well-developed Five9 micro-services platform.

Role purpose

The role of a Senior Software Engineer in the R&D AI Automation Team is to design, develop, and maintain the software solution (Studio) with drag-drop flow builder and execution engine that integrates multiple channels like voice, SMS, and chatbot with the Five9 contact centre voice solution. 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. You will 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 the design process for new products and solutions.

How you contribute

• Understand various programming languages, frameworks, and development methodologies, which allow you to make informed decisions and solve complex technical challenges.
• Write high-quality, efficient, and maintainable code that serves the purpose of scaling and tenancy management. Follow coding best practices and contribute to the development of software modules, features, and functionalities.
• Troubleshoot and resolve complex technical issues. Use your experience and problem-solving skills to identify root causes and implement effective solutions.
• Ensure that development stays on track, milestones are met, and the project aligns with business objectives.
• Collaborate with cross-functional teams, including product managers, designers, and quality assurance professionals, to ensure everyone is aligned on project goals and progress.
• Follow and contribute to processes, documentation, specifications, and APIs.

Skills, competencies, and qualifications

Required:

• Proficiency in a variety of programming languages, including but not limited to PHP, JavaScript, Python, or others as required.
• Expertise in server-side technologies, databases (SQL and NoSQL), and back-end frameworks like PHP/Laravel.
• Strong experience with web development technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like Vue.js or React.
• Awareness of web security best practices and the ability to implement security measures to protect applications and data.
• A portfolio of past projects showcasing design and 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:

• Experience with Java/SpringBoot.
• Experience with multi-tenanted systems.
• Expertise with Sharding in MySQL, Redis, and MongoDB.
• Experience with Contact Centre, IVR, Virtual Agents, VoIP, and telecommunications service providers.
• Experience with Google Cloud Platform, Kubernetes, and CI/CD.

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.

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Benefits Include

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

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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.