Senior Staff Engineer | AI Voice Engineering

About the role

Five9 is seeking a technical leader to drive the development of our voice-based artificial intelligence systems. You will architect solutions that enhance our cloud contact center platform and improve automated customer interactions. In this capacity, you will define the technical boundaries of our voice AI initiatives and ensure alignment with broader product strategies. You will own the end-to-end technical lifecycle of complex voice engineering projects from conception through deployment. Your work will directly influence the quality and intelligence of automated customer support experiences. You will act as a principal engineer, resolving the most challenging technical problems in voice processing and cloud integration. Your leadership will establish the architectural patterns that other teams will adopt for their voice AI developments.

Key facts

What you'll do

• Architect and deploy scalable voice processing systems that form the backbone of our cloud contact center infrastructure.
• Define and lead the technical vision for AI-driven voice features and advanced automation tools across the product portfolio.
• Partner with product managers and cross-functional engineering teams to seamlessly integrate voice AI capabilities into existing customer engagement workflows.
• Champion best practices for software design to guarantee the scalability, reliability, and performance of voice-based AI services within a global cloud environment.
• Conduct in-depth technical investigations and prototype novel voice engineering solutions to address complex business requirements.
• Mentor and elevate the capabilities of other engineers by providing technical guidance and code review on voice and AI initiatives.
• Establish and maintain technical documentation and standards for voice AI components to ensure clarity and consistency across development teams.
• Collaborate with data science teams to optimize voice models and ensure the production AI systems meet stringent accuracy and latency targets.
• Evaluate emerging voice technologies and determine their applicability and value for our cloud contact center platform.
• Drive the resolution of critical production issues related to voice processing pipelines to maintain high system availability.

Requirements

• Demonstrate extensive professional experience in software engineering with a demonstrated focus on voice technologies or artificial intelligence over a significant portion of your career.
• Show a proven ability to lead technical projects and effectively mentor engineering staff to achieve demanding technical goals.
• Possess a deep understanding of cloud-based contact center architectures and the intricate workflows of voice processing pipelines.
• Have a strong background in building, deploying, and operating production-grade AI systems that handle real-world workloads.
• Exhibit mastery of software development principles, including version control, testing, and continuous integration within a cloud-native context.
• Bring a strong aptitude for analyzing complex systems and identifying root causes of technical failures in distributed environments.
• Hold a solid grasp of networking fundamentals and their application to cloud services that handle real-time voice data.
• Maintain a commitment to writing clean, maintainable, and efficient code that sets the standard for quality across the engineering organization.

Skills & tools

• Show expertise in voice engineering disciplines and the practical integration of AI models into operational software systems.
• Demonstrate proficiency in managing cloud infrastructure and developing software specifically for contact center platforms.
• Highlight substantial experience with designing, consuming, and managing APIs, SDKs, and workflow automation tools essential to voice applications.
• Bring proficiency in programming languages commonly used in AI and voice engineering domains to implement robust solutions.
• Demonstrate familiarity with cloud platforms and their core services, particularly those relevant to voice and real-time communication.
• Show capability in analyzing system performance metrics to guide optimization efforts for voice processing workflows.

Practical notes

This is a full-time position based in Bengaluru, India. The role requires adherence to standard working hours as defined by company policy. Travel may be required occasionally for team meetings or client engagements. Candidates must be eligible to work in India without requiring additional visa sponsorship for this role. The employment offer is contingent upon the successful completion of standard background and reference checks.