Senior Applied Research Scientist – Voice of the Customer (VOC) | IND
Five9
Salary not disclosed
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Description
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 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
- 5+ years in Conversational AI / related
- 1+ years experience in applied research conversational AI / 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.
- 5+ years experience in Python, R, and applied statistics
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.
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.
About this role
Five9's Voice of the Customer platform uses conversational data from human agents to train autonomous AI agents for contact center support, sales, and service—and this role sits at the core of that research effort. You'd design and validate the algorithms, prompts, clustering methods, and agentic architectures that power this system, running experiments to test correctness, measure performance across different LLMs, and fine-tune models for production use. The work moves quickly from research into the product itself, so your findings have direct business impact.
This position demands deep expertise in conversational AI and applied research, with at least five years in the field and one year specifically in AI agents or related systems. You'll need hands-on familiarity with frameworks like LangChain or LangGraph, strong Python skills, and solid grounding in statistical methodology—sampling, A/B testing, regression, and proper hypothesis testing. A graduate degree in a quantitative discipline (Statistics, Mathematics, Computer Science, Operations Research, or Engineering) is required, along with five-plus years working in Python, R, and applied statistics.
The hybrid role in Bengaluru requires three days a week on-site. You should be comfortable bridging research and product needs, understanding not just the technical problem but the customer and business context behind it. This suits someone who enjoys moving beyond theoretical work to see research validated and deployed.
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