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SalaryJoin 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.
To accommodate our rapid growth, Five9 is seeking a Voice User Interface (VUI) and Conversational Architect to work with a world class Intelligent Virtual Agent (IVA) application development team. The ideal candidate is a passionate, self-managed individual who delights customers with their consulting skills. This is a key position within our Professional Services organization and will be responsible for designing best-in-class voice, chatbots, and omnichannel conversational applications. Major focus areas of this role are:
This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.
Key Responsibilities:
- Leverage extensive industry experience and successes to design best in class directed dialog and natural language applications to meet customer's business requirements.
- Provide consulting services on voice and text (chatbot) applications.
- Contribute to and/or lead design sprints, workshops, reviews, and related activities with business, technical, and creative leadership
- Contribute to and/or lead enterprise content strategy guides and design omnichannel and cross-channel solutions aligned with client organizational content principles (brand voice and tone, legal, compliance, etc.)
- Assist the design and development team to build awareness relative to industry commercial realities (vertical approach, competitive and technical differences).
- Maintain proficiency on available platforms (Five9 Studio, Amazon Lex, Google Dialogflow, Nuance ASR, IBM Watson, etc.).
- Work closely with QA team to develop effective test plans for SIT and pre-UAT, track and resolve issues during UAT.
- Provide optimization and tuning services: analyze conversations to unearth patterns, implement learnings into the application, track efficacy and present business insights to customers.
- Support pre-sales activities and work in tandem with Solution Engagement Managers and Automation Presales team to validate scoping and direct customer interactions.
- Provide the 'voice of the customer' to PS, Product Management and Engineering.
Qualifications:
- 3+ years of experience in VUI design, conversational AI model development and tuning to provide advanced AI and voice services and customer consultation.
- Demonstrable credentials in designing NLP and AI applications across vertical markets.
- Deep business analytics skills that drive application success.
- Speech Platform Experience with Google Dialogflow, Amazon Lex, IBM Watson, Chatbots, Nuance ASR.
- An ability to quickly establish credibility and customer confidence based on experience and knowledge.
- International experience in developing applications across multiple regions.
- Experience in successfully working with off-shore Centers of Excellence.
- Strong operational and analytical skills. Ability to describe trends and provide insight on future offerings.
- Exceptional communications skills, with a proven capability for public speaking, professional writing, and active listening.
- Bachelor's degree or equivalent military experience.
#LI-FI
As part of our commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- 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 and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
The US base salary range for this role is below.
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 https://www.five9.com/pt-pt/legal.
California residents, view our Privacy Notice here: https://www.five9.com/legal/candidatenoticeca.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
