Automation Engineer – Professional Services
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Job Description
Automation Engineer developing AI and Custom Services solutions for Five9, a cloud contact center software provider. Engage with clients to tailor applications on the Five9 platform.
Responsibilities:
- Engage with customers to acquire a rich understanding of their problems, needs, and goals.
- Deliver AI & Custom Services projects. E.g.
- Design and configure applications on the Five9 platform for each customer’s unique requirements, often with integrations to third party platforms.
- Provide customers with configuration advice and problem resolution on Five9 product.
- Give customized training to ensure customers have a thorough understanding of these solutions.
- Consulting engagements.
- Effectively and succinctly communicate with both internal and external stakeholders.
- Lead technical sessions and become a trusted advisor to decision makers while demonstrating mastery of the technical domain.
- Handle pre-sales Statement of Work requests from creation to design document handoff. Includes ability to work with a client to gather true business requirements, determine the level of effort for a project and document a target solution.
Requirements:
- Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering, a related technical discipline, or equivalent experience.
- Minimum three (3) years of experience in a customer-facing position.
- Knowledge of and experience implementing intelligent virtual agents, natural language understanding engines such as Google Dialogflow CX, Amazon Lex, IBM Watson, or Agent Assist platforms
- Ability to listen to a customer’s request, separate the problem from the requested solution, visualize the available options and communicate the available options efficiently and distinctly.
- Self-starter possessing excellent time management skills. Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
- Excellent English verbal and written skills.
- Ability to learn new skills quickly and digest new product features without assistance.
- An expert at developing positive and productive relationships with people.
- Passion for continuous improvement both technically and professionally.
- Knowledge of modern API standards (SOAP, XML, REST, JSON) and experience integrating to them.
- Willing to travel up to 10% nationally with occasional international travel possible (valid passport required).
Benefits:
- Health, dental, and vision coverage for employees and eligible dependents, effective on the first day of employment.
- Company-paid life, accidental death & dismemberment (AD&D), and long-term disability coverage, with options to purchase additional protection.
- Mental health and wellbeing programs, including access to counseling, coaching, digital tools, and personalized support for employees and dependents.
- Registered Retirement Savings Plan (RRSP) with employer matching to support long-term financial wellbeing.
- Paid Time Off and statutory provincial leave programs, including vacation, company-paid holidays, volunteer time, and bereavement leave.
- Employee Stock Purchase Plan (ESPP), allowing employees to purchase company stock at a discounted rate.
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