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