Data Scientist/AI Trainer

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. We are seeking a customer-facing Data Scientist/AI Trainer to join our Professional Services team, focusing on advanced Conversational AI implementations. The ideal candidate will possess a strong background in Natural Language Processing, Python development, and a deep understanding of modern AI technologies.

In this role, you will be responsible for designing, building, and optimizing Five9’s AI-based solutions. You will work closely with Developers and Conversation Designers, leveraging your expertise in Speech-to-Text (STT), Text-to-Speech (TTS), and Large Language Model (LLM) prompting and evaluations to ensure the highest levels of accuracy and performance in our intelligent virtual agents and agent-guided solutions.

Responsibilities

  Develop and maintain Python code for data analysis, model evaluation, and the automation of AI workflows. Design, implement, and evaluate sophisticated prompts for Large Language Models (LLMs) to optimize performance across various conversational tasks. Integrate and fine-tune Speech-to-Text (STT) and Text-to-Speech (TTS) models to ensure high-quality, natural-sounding voice interactions.

Implement and improve robust methods to quantitatively and qualitatively compare and evaluate LLM outputs. Collaborate with Data Scientists and Engineers to identify technical requirements, prioritize tasks, and architect scalable AI solutions. Create and curate multilingual speech and text datasets to train and benchmark models.

Evaluate, recommend, and implement machine learning models for tasks such as topic modeling, summarization, and intent classification. Develop data visualization tools and dashboards to monitor model performance and provide insights to stakeholders.

Minimum Qualifications

  Master’s degree in Human-Computer Interaction, Computer Science, Cognitive Science, Linguistics, or a similar technical field. Proven experience in Python programming for data science, machine learning, or software development. Solid understanding of Conversational AI concepts and the underlying technologies.

Strong attention to detail and a commitment to maintaining high-quality standards in code and model performance. Demonstrated ability to work independently and as part of a collaborative, customer-facing team. Excellent technical communication skills. Fluent in English, both written and spoken.

Preferred Qualifications

  Graduate degree or higher in Computer Science, Computational Linguistics, or a related field. Fluency in Spanish and/or Portuguese. Deep hands-on experience with LLMs, including prompt engineering, fine-tuning, and evaluation techniques. Expertise in Speech-to-Text (STT) and Text-to-Speech (TTS) technologies and their practical application in conversational AI systems.

Proficiency with ML libraries and platforms such as Scikit-learn, TensorFlow, PyTorch, R, Jupyter, and SQL. Experience in a customer-facing role, including technical requirement gathering and presentations. Experience with bot frameworks such as IBM Watson, Amazon Lex, Rasa, or Google Dialogflow.  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: 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. $60,000—$150,000 USDFive9 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.  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.

Five9, Inc., together with its subsidiaries, provides cloud software for contact centers in the United States and internationally. The company offers virtual contact center cloud platform that delivers a suite of applications, which enables the breadth of contact center-related customer service, sales, and marketing functions.

Its solution enables its clients to manage these customer interactions across various channels, including voice, video, chat, email, website, social media, click-to-call,...