About the role

Automation Engineer developing AI and Custom Services solutions for Five9, a cloud contact center software provider. Engage with clients to tailor applications on the Five9 platform.

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.

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).

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.