Staff Engineer

Staff Software Engineer

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.

The team

The product engineering team drive the realization of practical AI solutions for the contact centre environment. Our existing Studio product stack is built on PHP/Laravel, Python and technology deployed in private and public clouds. We leverage the latest cloud AI services such as Azure OpenAI, Google AI APIs, IBM Watson and Amazon Lex.

Our vision for practical AI involves equipping contact centre agents, supervisors and managers with user interfaces that guide and summarize their work, identify points of coaching and support, fully automate routine interactions and allow creation, deployment and ongoing management of the AI agents required. At the same time, Studio is being fully integrated into the well-developed Five9 micro-services platform.

The role of a Staff Software Engineer is for Studio Core team, which serves as the backbone of our technical infrastructure. This team keeps our production systems stable, secure, and performing at their best, handling everything from investigating production issues to implementing critical security fixes and managing library upgrades across our microservices architecture.

This position is based out of one of the offices of our affiliate Acqueon Technologies in India and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

Role purpose

The role of a Staff Software Engineer in the R&D AI Automation Team is to design, develop, and maintain the software solution (Studio) with drag-drop flow builder and execution engine that integrates multiple channels like voice, SMS, and chatbot with the Five9 contact centre voice solution. This role will spend significant time on production incident management, leading dev investigation tasks and debug complex production issues. The Staff engineer's responsibilities include software design and development, testing and documentation across our backend, front-end and interaction management platforms to deliver end-to-end features, work with product owners and designers to expand the feature set and create high-quality user interfaces, take operational responsibility for the performance and quality of services owned by your team, potentially including taking part in an on-call rotation, deep dive into cutting edge technologies and work with the products team to transfer ideas into products.

How you contribute

• Lead the design, development, and implementation of features and change requests.
• Writing high-quality, efficient, and maintainable code that serves the purpose of scaling and tenancy management. Should follow coding best practices and contribute to developing software modules, features, and functionalities. Recognized as the go-to individual for tackling ambiguous or time-crunched tasks that challenge others.
• Contribute to production incident management and debugging complex issues using knowledge of monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc.
• Conduct code reviews and ensure high code quality and standards adherence.
• Identify technical debt and propose and implement solutions for improvement.
• Understands various programming languages, frameworks, and development methodologies, which allow you to make informed decisions and solve complex technical challenges.
• A natural coach and guide, sought after by peers for assistance. Actively mentors team members and provide technical guidance to the team. Capable of seamlessly filling gaps within other engineering and cross-functional teams, ensuring continuity and efficiency, even without key personnel.
• Ensure the development stays on track, milestones are met, and the project aligns with business objectives.
• Follows and contributes to processes, documentation, specifications, and APIs.

Skills, competencies and qualifications

Required:

• 8+ years of software development experience with high traffic distributed and scalable systems on a cloud-based platform (GCP. AWS or Azure) with strong proficiency in PHP and Laravel back-end framework
• Highly proficient in a variety of programming languages, including but not limited to PHP, Javascript, Python or others as required.
• Strong experience with web development technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like or React.
• Experience with production incident management and debugging complex issues with knowledge of monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc.
• Expertise in databases (SQL and NoSQL), and their optimization techniques.
• Awareness of web security best practices and the ability to implement security measures to protect applications and data.
• Ability to deploy and monitor applications in production along with diagnosing of any technical issues.
• A portfolio of past projects showcasing architecture, design and full-stack development skills.
• Ability to work independently and as part of a collaborative team.
• Strong commitment to delivering high-quality code and solutions on time and within scope.
• Bachelors degree (or equivalent) in relevant discipline.

Desirable:

• Experience with Java/SpringBoot.
• Experience with multi-tenanted systems.
• Expertise with Sharding in Mysql, Redis and Mongodb is highly advantageous.
• Experience with Google Cloud Platform, Kubernetes, and CI/CD.
• Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous.