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The Applied Research Scientist – Voice of the Customer (VOC) - will participate in applied research necessary for the success of Five9’s Voice of the Customer (VOC) AI Agent software platform. Our AI agent platform provides customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center. Our Voice of the Customer (VOC) component of this platform analyzes conversations with human agents, and uses them to generate insights, analytics and instructions and operating procedures for AI Agents. In other words – we use our human agent data to train AI agents. This is one of the hottest areas of application for AI Agent technology!
The Applied Research Scientist is responsible for conceiving of algorithms, prompts, clustering and aggregation technologies, agentic systems, and so on, and then running experiments to validate correctness. The applied research scientist will participate in experiment design, execution, results evaluation, documentation, and iteration. They will work on metric definitions and measurement techniques. They will participate in data collection and creation of golden data sets for experiments. They will also run experiments evaluating the performance of different LLMs, including small language models and open weight models. The applied research scientist will also perform fine tuning of models (typically small language models) and evaluate their performance.
The work of the applied research scientist is directly aligned to the needs of the product itself. Work done by the applied research scientist is meant to quickly make its way into production to improve the product. The applied research scientist is not expected to produce the actual production code, though this can happen in some cases.
Job Requirements
- 1+ years experience in applied research on AI Agents (e.g., multi-agent architecture patterns, prompt engineering and prompt design, context engineering and harness design, REACT, REWOO, Chain of Thought design patterns, memory architectures, and so on)
- Familiarity with one or more AI Agent frameworks, including LangChain, LangGraph, Google and OpenAI ADKs, and so on.
- Software development experience in building simulators and test environments used for running experiments, ideally in python
- Statistical Methodology: Knowledge of advanced techniques and concepts (sampling, A/B testing, regression, properties of distributions, statistical tests and proper usage, etc). Ability to understand model performance
- Business acumen: You understand the bigger picture for customers and the business and know how to probe beyond stakeholders’ stated requests to really understand their needs and the value of information.
Required Qualifications
- Graduate degree in Statistics, Mathematics, Computer Science, Operations Research, Engineering or similar quantitative field.
- 8+ years’ experience in Python, R, and applied statistics
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.
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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Skills Required
- 1+ year of applied research experience on AI agents
- Familiarity with AI agent frameworks such as LangChain, LangGraph, Google ADKs, or OpenAI ADKs
- Software development experience building simulators and test environments for experiments, ideally using Python
- Knowledge of advanced statistical methodologies, including sampling, A/B testing, regression, distributions, and statistical tests
- Business acumen and ability to understand customer needs and information value beyond stated requests
- Graduate degree in Statistics, Mathematics, Computer Science, Operations Research, Engineering, or a similar quantitative field
- 8+ years of experience with Python, R, and applied statistics
Five9 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Five9 and has not been reviewed or approved by Five9.
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Healthcare Strength — Employer-paid employee premiums, multiple plan options, and broad coverage across medical, dental, vision, disability, FSAs, and EAP are emphasized as core elements of the package. These features position healthcare as a standout component of total rewards.
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Equity Value & Accessibility — Equity grants and an ESPP are highlighted as meaningful parts of total compensation. Feedback suggests these stock components can materially enhance overall pay when company performance is favorable.
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Fair & Transparent Compensation — Public job postings include salary ranges and company materials describe formal peer benchmarking of pay. These practices indicate structure and visibility around compensation decisions.
Five9 Insights
What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
