Automation Engineer - Professional Services

Five9

1d • Hybrid

About The Position

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 communication skills. Creating new design patterns, pushing the boundaries of product and straddling the line between tactical and strategic are all in a typical day’s work.
This candidate must have the technical prowess to problem solve unique and challenging customer requirements, build to specification efficiently via Five9 software while always being mindful of where platform possibilities end and customizations begin. You are knowledgeable of how to use AI in the contact center, and ideally are familiar with Five9 Virtual Contact Center. You listen more than you speak. When you do speak it is prescriptive in nature to help the customer achieve maximum potential.

Requirements

• Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering, a related technical discipline, or equivalent experience.
• Minimum three (3) years of experience in a customer-facing position.
• Knowledge of and experience implementing intelligent virtual agents, natural language understanding engines such as Google Dialogflow CX, Amazon Lex, IBM Watson, or Agent Assist platforms
• 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 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).

Nice To Haves

• Familiarity or technical certification in SaaS, IaaS, PaaS, networking, 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.

Responsibilities

• Engage with customers to acquire a rich understanding of their problems, needs, and goals.
• Deliver AI & Custom Services projects. E.g.
• Design and configure applications on the Five9 platform for each customer’s unique requirements, often with integrations to third party platforms.
• Provide customers with configuration advice and problem resolution on Five9 product.
• Give customized training to ensure customers have a thorough understanding of these solutions.
• 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 technical domain.
• 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.

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level