Subject Matter Expert - AI & Innovation

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.

AI & Innovation Subject Matter Expert

The AI and Innovation SME will support the Senior Director of the CS AI and Innovation team in overseeing the AI and Innovation team’s efforts to integrate Five9 CCaaS products within the customer service framework. This role involves managing projects aimed at enhancing system efficiencies and customer engagement through innovative AI solutions and automation. The CS AI and Innovation team will drive the internal adoption of the entire suite of Five9 CCaaS products within the customer service organization. They will be tasked with architecting solutions to increase efficiencies across the organization and improve existing systems. Some of those team responsibilities will include building and maintaining customer facing chatbots and IVAs as well as automation projects, focusing on delivering strategic solutions while remaining agile and responsive to short term CS needs. The AI and Innovation team will focus on rapid development and delivery of solutions.

Key Responsibilities:

Collaborate with the CS AI and Innovation team to develop and implement strategic AI and automation initiatives.

Assist in the creation and maintenance of customer-facing chatbots and IVAs.

Manage a portfolio of automation projects, ensuring timely and effective delivery.

Work closely with cross-functional teams to maximize the use of AI and automation tools.

Provide mentorship and support training opportunities for team members to advance their understanding of the Five9 product suite.

Continuously evaluate and update the contact center model to align with new Five9 product features.

Assist the CS SMEs and the entire CS team on an as needed basis

Qualifications:

Minimum of 8 years related working experience

Expertise with development in a contact center environment either with Five9 or a comparable solution:

IVA Studio 6 & 7

Workflow Automation

Experience with call center operations

Expertise and at least 1 years experience with DialogFlow ES or DialogFlow CX

Strong project management skills and the ability to lead a technical team.

Company Benefits

Company stocks

Annual merit increase based on performance

15% night shift differential pay

Paid Leave with Cash Conversion

HMO with free dependents

Retirement Plan

Life Insurance

While on work from home setup: Internet and meal allowance are provided

Employee Assistance Program for mental and social well-being

Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

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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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.