Senior Software Engineer

The team

The Product Engineering team drives the realization of practical AI solutions for the contact center environment. Our existing Studio product stack is built on PHP/Laravel, Python, and Vue.js, and is deployed across both private and public clouds. We leverage leading cloud AI services including Azure OpenAI, Google AI APIs, IBM Watson, and Amazon Lex.

Our vision for practical AI is to equip contact center agents, supervisors, and managers with intuitive user interfaces that guide and summarize their work, identify coaching and support opportunities, automate routine interactions, and enable the creation, deployment, and ongoing management of AI agents. At the same time, Studio is being fully integrated into the robust Five9 microservices platform.

Role purpose

The Senior Software Engineer role within the R&D AI Automation Team is responsible for designing, developing, and maintaining the Studio software solution—a drag-and-drop flow builder and execution engine that integrates multiple channels such as voice, SMS, and chatbots with the Five9 contact center voice solution.

This role includes software design and development, testing, and documentation across backend, frontend, and interaction management platforms to deliver end-to-end features. You will collaborate closely with product owners and designers to expand functionality and create high-quality user interfaces, take operational ownership for service performance and quality (including participating in on-call rotations), explore cutting-edge technologies, and work with product teams to bring innovative ideas to market. This role contributes directly to the design process for new products and solutions.

How you contribute

• Demonstrate comprehensive knowledge of programming languages, frameworks, and development methodologies to resolve complex technical challenges.

• Produce high-quality, efficient, and maintainable code that supports scalability and tenancy management, following established best practices.

• Troubleshoot and resolve complex technical issues by identifying root causes and implementing effective solutions.

• Ensure development milestones are met on schedule and aligned with business objectives.

• Collaborate effectively with cross-functional teams, including Product Managers, Designers, and QA.

• Consistently follow and contribute to development processes, documentation, specifications, and APIs.
  

Skills, competencies and qualifications

Required:

• Proficiency in programming languages such as PHP, JavaScript, Python, or others as required.

• Strong expertise in server-side technologies, databases (SQL and NoSQL), and backend frameworks such as PHP/Laravel.

• Solid experience with web technologies including HTML, CSS, JavaScript, and modern frontend frameworks such as Vue.js or React.

• Knowledge of web security best practices and ability to implement secure application designs.

• Ability to conduct thorough code reviews and mentor junior developers on coding standards.

• Portfolio demonstrating design and full-stack development experience.

• Ability to work independently and within a collaborative team environment.

• Strong commitment to delivering high-quality solutions on time and within scope.

• Bachelor’s degree (or equivalent) in a relevant discipline.

Desirable:

• Experience with multi-tenant systems.

• Hands-on experience with AI-based coding tools such as GitHub Copilot, Claude, or similar.

• Expertise in sharding technologies including MySQL, Redis, or MongoDB.

• Experience with contact centers, IVR, virtual agents, VoIP, and telecommunications service providers.

• Experience with Google Cloud Platform (GCP), Kubernetes, and CI/CD pipelines.

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 Information Security teams

• This is not a customer-facing role.

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Benefits Include

• Five9 Shares
• Bonus Scheme
• Employee referral program
• Employee Assistance Program
• Flu Vaccinations