The Team  

The product engineering team drives the realization of practical AI solutions for the contact centre environment. Our existing Studio product stack is built on PHP/Laravel, Python and Vue.js technology deployed in private and public clouds. We leverage the latest cloud AI services such as Azure OpenAI, Google AI APIs, IBM Watson and Amazon Lex.  

Our vision is nothing less than to reimagine the experience of connection between end users and the brands which serve them. Our AI agents will offer self-service which delights and accomplishes tasks at super-human speeds, while also blending in live human agents for the many cases when a human touch is needed. Our AI agents will assist the live agents too and help supervisors and managers get the most out of their mix of human and AI labor. 

The role of Senior Software Engineer is for the Studio Innovations team, which modernizes existing Studio product. This team keeps our production systems stable, secure, and performing at their best, handling everything from enhancement of the existing studio product to modernize it into Java microservices on the GCP cloud. 

This position is based out of one of the offices of our affiliate Acqueon Technologies in India and will adopt the hybrid work arrangements of that location.  

Role purpose  

The role of a Senior Software Engineer in the R&D AI Automation Team is to design, develop, and maintain the software solution (Studio) with drag-drop flow builder and execution engine that integrates multiple channels like voice, SMS, and chatbot with the Five9 contact centre voice solution. This role would be a key developer role to modernize and re-architect the existing Studio product to use Java microservices on GCP. The Senior engineer's responsibilities include software design and development, testing and documentation across our backend, front-end and interaction management platforms to deliver end-to-end features, work with product owners and designers to expand the feature set and create high-quality user interfaces, take operational responsibility for the performance and quality of services owned by your team, potentially including taking part in an on-call rotation, deep dive into cutting edge technologies and work with the products team to transfer ideas into products.  

How you contribute  

• Understands various programming languages, frameworks, and development methodologies, which allow you to make informed decisions and solve complex technical challenges. 

• Help create blueprints that outline how different components of the system will interact, ensuring scalability, maintainability, and performance 

• Writing high-quality, efficient, and maintainable code that serves the purpose of scaling and tenancy management. Should follow coding best practices and contribute to developing software modules, features, and functionalities. 

• Contribute to production incident management and debugging complex issues using knowledge of monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc.  

• Mentor junior engineers, helping them develop their skills and grow as professionals. This fosters a culture of continuous learning and collaboration within the team. 

• Ensure that the development stays on track, milestones are met, and the project aligns with business objectives.  

• Collaborate with cross-functional teams, including product managers, designers, and quality assurance professionals, to ensure that everyone is aligned on project goals and progress. 
    

Skills, competencies and qualifications  

Required:  

• 5+ years of designing and developing high traffic distributed and scalable systems on a cloud-based platform (GCP. AWS or Azure) in a SaaS company. Hands-on expertise in cloud-native backend microservices with Java & backend frameworks like Spring Boot. 

• Highly proficient in a variety of programming languages, including but not limited to Java, PHP, Javascript, Python or others as required.   

• Experience with web development technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like Vue.js or React.  

• Strong observability and monitoring exposure by monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc. 

• Expertise in databases (SQL and NoSQL), and their optimization techniques. 

• Expertise in CI/CD, Containerization and Kubernetes. 

• Awareness of web security best practices and the ability to implement security measures to protect applications and data.  

• Ability to deploy and monitor applications in production along with diagnosing any technical issues.  

• A portfolio of past projects showcasing full-stack development skills.  

• Ability to work independently and as part of a collaborative team.  
  
  
• Strong commitment to delivering high-quality code and solutions on time and within scope.  

Educational qualifications 

• Bachelor's degree in computer science, engineering, or related field  

Desirable:  

• Experience with PHP.  

• Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous.  
   

Other requirements  

• This position requires the ability to be On Call.  

Key relationships  

There are no direct reports to this role.  

Key stakeholders include:  

• Service owners and their teams.  

• Technical leadership and senior management, including VPs.  

• Engineering teams.  

• Network and Telecom teams.  

• Customer service teams.  

• Compliance and infosec teams.  
   

Reporting Structure 

• This position reports to the Senior Engineering Manager