Senior Applied Research Scientist – Voice of the Customer (VOC)

About the Position

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values every day 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.

The Senior Applied Research Scientist – Voice of the Customer (VOC) will participate in applied research necessary for the success of Five9’s Voice of the Customer (VOC) AI Agent software platform. Our AI agent platform provides customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center. Our Voice of the Customer (VOC) component of this platform analyzes conversations with human agents, and uses them to generate insights, analytics, and instructions and operating procedures for AI Agents. In other words – we use our human agent data to train AI agents. This is one of the hottest areas of application for AI Agent technology!

Responsibilities

• Conceive algorithms, prompts, clustering and aggregation technologies, agentic systems, and more.
• Run experiments to validate correctness.
• Participate in experiment design, execution, results evaluation, documentation, and iteration.
• Work on metric definitions and measurement techniques.
• Participate in data collection and creation of golden data sets for experiments.
• Run experiments evaluating the performance of different LLMs, including small language models and open weight models.
• Perform fine-tuning of models (typically small language models) and evaluate their performance.

Requirements

• 5+ years in Conversational AI / related
• 1+ years experience in applied research conversational AI / AI Agents (e.g., multi-agent architecture patterns, prompt engineering and prompt design, context engineering and harness design, REACT, REWOO, Chain of Thought design patterns, memory architectures, and so on)
• Familiarity with one or more AI Agent frameworks, including LangChain, LangGraph, Google and OpenAI ADKs, and so on.
• Software development experience in building simulators and test environments used for running experiments, ideally in Python.
• Statistical Methodology: Knowledge of advanced techniques and concepts (sampling, A/B testing, regression, properties of distributions, statistical tests and proper usage, etc). Ability to understand model performance.
• Business acumen: You understand the bigger picture for customers and the business and know how to probe beyond stakeholders’ stated requests to really understand their needs and the value of information.

Required Qualifications

• Graduate degree in Statistics, Mathematics, Computer Science, Operations Research, Engineering, or similar quantitative field.
• 5+ years experience in Python, R, and applied statistics.

We Offer

• Hybrid work environment requiring 3 days a week in office.
• Opportunity to work in a diverse and inclusive team.
• Commitment to providing reasonable accommodations for qualified individuals with disabilities.

About the Company

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.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at [email protected] to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

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