AI Automation Engineer

Five9; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading cloud contact center software provider in the United Kingdom is seeking an AI and Custom Services team member. The ideal candidate will demonstrate technical expertise while precisely delivering client solutions and support. Responsibilities include engaging with customers to understand their needs, designing custom applications on the Five9 platform, and providing configuration advice. Expertise in a cloud computing environment and excellent English communication skills are essential for success in this role.

Qualifications

• Minimum of 3 to 5 years of experience in Professional Services Implementation.
• Expertise in telephony, SaaS, VoIP, and IVR practices.
• Experience with Intelligent Virtual Agents and Natural Language Processing engines.

Responsibilities

• Engage with customers for understanding their needs.
• Design and configure applications on the Five9 platform.
• Lead technical sessions and advise decision-makers.

Skills

English communication skills

Customer problem analysis

Time management

Relationship building

Technical troubleshooting

Knowledge of APIs

Adaptability to new technologies

Education

Bachelor's degree in Computer Science or Engineering

Tools

Salesforce

Amazon Web Services

Google Cloud Platform

Job description

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 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 days work.

You possess technical prowess to design and deliver on challenging customer requirements. You will build to customer approved design specifications efficiently using Five9s 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 customers 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 :

• Bachelors 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 customers 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 desi

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.

View our privacy policy including our privacy notice to California residents here : Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Key Skills

Continuous Integration,APIs,Automotive software,Test Cases,Electrical Engineering,Junit,Distributed Control Systems,Testng,Java,Test Automation,Programmable Logic Controllers,Selenium

Employment Type : Full Time

Experience : years

Vacancy : 1