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 everyday 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.

**Key Responsibilities:**Technical Leadership & Partner Development:

Lead the strategy, development, and implementation of partner enabled Five9 Genius AI solutions focused on enhancing customer experiences.
Oversee technical teams, providing mentorship and guidance to ensure successful partner adoption and opening new routes to market.
Stay updated with the latest AI trends and integrate relevant technologies into our product offerings.
Develop technical proposals and presentations for potential integrators and partners including use cases and technical papers.
Build and maintain strong technical relationships with global systems integrators and their technology principals.
Negotiate technical aspects of partnership agreements to ensure mutual success.
Analyze market trends to inform product management and engineering.
Develop roadmaps for AI initiatives aligned with business goals.

**Key Technologies in Customer Experience AI:**As a Technical Lead, you will work with and leverage the most important AI technologies shaping the customer experience marketplace:
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Artificial Intelligence & Machine Learning:
Natural Language Processing (NLP): Sentiment analysis, language modeling, text classification
Natural Language Understanding (NLU): Chatbots, virtual assistants
Reinforcement Learning: Personalized recommendations and decision-making systems
Large Language Models: All hyperscaler and bespoke LLM models, RAG

Customer Experience Platforms:

Conversational AI Platforms: Dialogflow, Amazon Lex, IBM Watson Assistant, Agent Force
Voice Recognition Technologies: Speech-to-text, voice biometrics
Recommendation Engines: Collaborative filtering, content-based filtering
Sentiment Analysis: AWS, Deepgram, MSFT

Data Management & Analytics:

Big Data Technologies: Hadoop, Spark for large-scale data processing
Data Visualization Tools: Tableau, Power BI for actionable insights
Customer Data Platforms (CDPs): Unified customer profiles for personalized experiences SF, ServiceNow, Zendesk, Oracle, etc

Cloud Services & Infrastructure:

Cloud Providers: AWS, Azure, Google Cloud for scalable AI solutions
AI-as-a-Service Offerings: Pre-trained models and APIs for rapid deployment
Edge Computing: Real-time data processing for immediate customer feedback

Integration & Deployment:

APIs and Microservices: Seamless integration with existing systems
Continuous Integration/Continuous Deployment (CI/CD): Automated deployment pipelines

Security & Compliance:

Data Encryption Technologies: Protecting customer data privacy
Regulatory Compliance Tools: GDPR, CCPA adherence for data handling

Qualifications:

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
Minimum of 3 years of experience in AI technology development, 10 year’s experience in customer experience with at least 3 years in a leadership role.
Proven experience in channel sales or business development within the technology sector.
Demonstrated success in developing partnerships with global systems integrators.
Strong understanding of the customer experience market and associated technologies.

**Skills:**Technical Expertise:

Proficient in machine learning algorithms, natural language processing, and data analytics.
Experience with AI platforms and tools.
Familiarity with cloud services like AWS, Azure, or Google Cloud.
Knowledge of customer experience technologies and how AI integrates with them.

Leadership & Communication:

Excellent leadership skills with the ability to inspire and motivate teams.\
Strong interpersonal skills to manage internal and external relationships.
Exceptional presentation and negotiation skills.

Strategic Thinking:

Ability to align technical initiatives with business objectives.
Strong problem-solving skills and adaptability in a fast-paced environment.
Analytical mindset with attention to detail.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:
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Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$138,300—$267,900 USD

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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.\
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Sr. Director, RTM Acceleration