Sr Software Engineer - Fullstack

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 Vue.js 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.

Role purpose 
The role of a Sr 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. The 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. Ultimately, the role contributes to design process for new products and solutions. 

How you contribute 
• Possesses a comprehensive understanding of various programming languages, frameworks, and development methodologies, which enables informed decision-making and effective resolution of complex technical challenges. 
• Demonstrates the ability to produce high-quality, efficient, and maintainable code that supports scalability and tenancy management, adhering to established coding best practices and actively contributing to the development of software modules, features, and functionalities.  
• Proficient in troubleshooting and resolving intricate technical issues, utilising experience and problem-solving skills to identify root causes and implement effective solutions.  
• Ensures that development efforts remain on schedule, milestones are achieved, and the project aligns with overarching business objectives.  
• Collaborates effectively with cross-functional teams- including product managers, designers, and quality assurance professionals- to ensure alignment on project goals and progress.  
• Consistently follows and contributes to processes, documentation, specifications, and APIs. 

Skills, competencies and qualifications 
Required: 
• Proficiency in a variety of programming languages, including but not limited to PHP, Javascript, Python or others as required.  
• Expertise in server-side technologies, databases (SQL and NoSQL), and back-end frameworks like PHP/Laravel framework. 
• Strong experience with web development technologies such as HTML, CSS, JavaScript, and 
modern front-end frameworks like Vue.js or React. 
• Awareness of web security best practices and the ability to implement security measures to protect applications and data. 
• Perform thorough code reviews as required and assist junior developers in learning and applying the coding standards. 
• A portfolio of past projects showcasing 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. 
• Bachelor’s degree (or equivalent) in relevant discipline. 

Desirable: 
• Experience with multi-tenanted systems. 
• Experience with AI-based coding tools such as GitHub Copilot, Claude, and others is highly advantageous. 
• Expertise with sharding in MySQL, Redis, and MongoDB is highly advantageous. 
• Experience with contact centers, IVR, virtual agents, VoIP, and telecommunications service providers is advantageous. 
• Experience with Google Cloud Platform, Kubernetes, and CI/CD. 

Other requirements 
• This position requires the ability to be On Call. 

Key relationships 
There are no direct reports to this role. 
Key stakeholders include: 
• Service owners and their teams 
• Technical leadership and senior management, including VPs 
• Engineering teams 
• Network and Telecom teams 
• Customer service teams 
• Compliance and infosec teams 
• This is not a customer-facing role.