Voice of Customer (VOC) is Five9’s AI-powered customer insights product. Every day, contact centers handle enormous volumes of voice and chat conversations that hold the clearest signal about what customers actually want - and almost none of it gets read. VOC applies AI to those conversations at scale to surface why customers are reaching out, how those reasons cluster and shift over time, and where the business should act. The result is a set of insights and analytics that CX and operations leaders use to make decisions, with the ability to trace any insight back to the conversations behind it.
Key Responsibilities
Implement UX designs by working with UX Designers on a day-to-day basis, using React/Redux based framework.
Build the customer-facing insights experience for VOC - interactive dashboards, charts, and drill-down views over AI-generated insights.
Be part of an agile team to develop a scalable, highly available application platform using modern PaaS platforms such as GCP.
Participate and contribute to requirements analysis and grooming.
Understand how to leverage PaaS components, such as CDN, noSQL databases when developing software in order to achieve scalability, reliability, and operability.
Ability to build custom widgets for dashboards developed using Google Looker Studio plugins is a plus, but not required.
Document and communicate clearly architecture and implementation solutions.
Have ownership of your code in production, including on-call, troubleshooting.
Key Skills
5+ years software development experience (mandatory).
React/Redux focus.
Highly proficient in JavaScript and Java.
Hands-on experience building AI-powered product interfaces - presenting model output to users and supporting human review and correction of it.
Experience building data-heavy or analytics interfaces - charts, dashboards, filtering, and large result sets.
Experience with PaaS hosted relational and no-SQL databases.
Desirable, but not required, experience with custom widget development using Google Looker Studio.
Experience in operational code ownership - on-call, troubleshooting, uptime.
Experience in applying modern UI design patterns and separating concerns in a distributed system.
Familiarity with vibe coding using different AI tools like Claude Code.
Must have experience working within an Agile/Scrum team.
Positive, self-motivated and enthusiastic attitude with a strong sense of ownership.
Strong pro-active communication skills, both verbal and written.
AI skills in speech recognition and natural language processing are a plus but not required.
Experience in contact center software is a plus but not required.
This role is hybrid and requires 3 days a week in office.
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.
Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.
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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
