Automation Engineer - Professional Services

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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.

Key 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.

Required Skills:

• 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).

Preferred Skills:

• 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.

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 Canada. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may include a performance bonus, commission, stock, and/or other applicable incentive compensation plans.

Our total rewards package for Canada-based employees includes:

• Health, dental, and vision coverage for employees and eligible dependents, effective on the first day of employment.
• Company-paid life, accidental death & dismemberment (AD&D), and long-term disability coverage, with options to purchase additional protection.
• Mental health and wellbeing programs, including access to counseling, coaching, digital tools, and personalized support for employees and dependents.
• Registered Retirement Savings Plan (RRSP) with employer matching to support long-term financial wellbeing.
• Paid Time Off and statutory provincial leave programs, including vacation, company-paid holidays, volunteer time, and bereavement leave.
• Employee Stock Purchase Plan (ESPP), allowing employees to purchase company stock at a discounted rate.

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 salary range for this role is for those that reside in Ontario is:

$81,200—$150,800 CAD

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: 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.