Software Engineer I | Voice

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. The team The Voice Application & Configuration Services (VACS) team delivers crucial voice call control and AMD capabilities for Five9 customer call/contact centre solutions. Our focus is on 99.999% up time and robust application that enables real-time communication.

We develop application for Linux platform using Java and Kotlin languages, use Kafka & Kafka Connect for robust and scalable architecture, as well as interface with multiple AMD vendors. The accuracy and fine tuning of AMD plays a critical role in efficient utilization of contact centre resources by our customers while ensuring best customer experience.

In addition, the services we develop serves as backbone in providing holistic solution for our customers.   Role purpose  This role aims to identify customers’ business problems, master the VoIP (Voice over IP) domain, implementation of advanced features and through continuous enhancement of Five9’s call control services, help realize customer value and provide ongoing support. This role requires an excellent understanding of Object Oriented Programming, VoIP technologies and involves close collaboration with other teams in Five9 organization.   Key Responsibilities: Manage the day-to-day operational and tactical aspects of multiple customer services issues and escalations.  Effectively communicate plans, progress and status.  Implement, troubleshoot, and support the Five9 Voice call control & configuration services.  Be part of an agile team to develop a scalable, highly available global voice platform.   Understand performance and scalability principles and apply when developing software.   Required Skills and Qualifications: 2 years of industry experience in software development.    Hands on experience with Object Oriented Programming using Java and Kotlin.  Experience with VoIP technologies and their integration.  Experience in troubleshooting tools and good debugging skills.   Strong analytical and fault-finding skills and an ability to work under pressure   Experience working within an Agile/Scrum team.   Positive, self-motivated and enthusiastic attitude with a strong-sense of ownership.   Strong communication skills, both verbal and written.  Bachelor’s degree (or equivalent /above) in relevant discipline.  Good to have:  Good understanding of VoIP protocols like SIP, RTP, RTCP, WebRTC.  Experience with MySQL or PostgreSQL.  Experience with Contact Centre, IVR, Virtual Agents and telecommunications service providers is advantageous.    Other requirements  This position requires the ability to be On Call (roster based).  This position requires to be flexible to work with people from both US and Australia at least.       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.  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,...