Associate Automation Engineer II – Professional Services

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant, and scalable, which is designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results. At Five9, we are focused on delivering the industry’s most modern cloud portfolio for contact center automation.

To complement our rapid growth, the Professional Services team is recruiting early career individuals to deliver cutting edge solutions to enterprises seeking to automate, modernize or improve customer experience using Virtual Agents and other artificial intelligence technologies. Our self-service platform enables skilled partners and end-customers to build and manage their own services. For initial implementation, most customers turn to Five9 Professional Services to ensure early success.

Five9 is seeking an additional member to the AI and Custom Services team within Enterprise Professional Services to begin with this project type, expanding to others over time. The ideal candidate is a passionate, self-managed individual with industry experience.

Key Responsibilities:

• Handle pre-sales Statement of Work requests from creation to 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.
• Work AI Implementation projects, e.g.

• Design and configure applications on the Five9 platform for each customer’s unique requirements.

• Provide customers with configuration advice and problem resolution on Five9 products.
• Train customers to ensure a thorough understanding of the application.

• Consulting engagements

• Able to work without direct management oversight, implement customers to an ever-shifting specification on a timely cadence while exhibiting effective and succinct communication with all stakeholders.

Required Skills:

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, other related field or equivalent experience.
• Minimum three (3) years of business experience in a customer-facing position.
• Willing to travel up to 10% nationally with occasional international travel possible (able to acquire a passport but not necessarily passport in hand).
• Self-starter possessing excellent time management skills. Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
• Excellent verbal and written skills.
• Ability to learn new skills, digest new software features and be able to explain it to someone non-technical in a way they understand.
• Passion for continuous personal improvement both technically and professionally.

Preferred Skills:

• Experience with web services (Postman, SOAP/XML, REST/JSON), speech recognition, natural language processing, contact center, IVR, VoIP and telecommunications service providers.
• Knowledge of and experience implementing intelligent virtual agents, natural language understanding engines such as Google Dialogflow, Amazon Lex, IBM Watson, or Agent Assist platforms.
• Technical certification in any Customer Relationship Management application (i.e. Salesforce, Zendesk, ServiceNow, etc.)
• Software development / programming skills in any language, especially JavaScript, with a desire to move beyond that language.