Five9Senior Applied Research Scientist – Voice of the Customer (VOC) | IND
Five9 is hiring a Senior Applied Research Scientist – Voice of the Customer (VOC) | IND in Bengaluru, India. Level rates it ; you can apply on Five9.
Level's read on this job
- On Level's scale, this research scientist role is Builds AI ●●●●: the job is building AI systems.
- Tools and skills the posting cites include OpenAI, LangChain and LangGraph.
- Level classifies it as a senior role.
- Level lists 86 other open roles at Five9.
AI in this role
Conduct applied research on conversational AI agents, LLMs, and prompt algorithms for customer experience analytics.
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.
How we rate this
Senior Applied Research Scientist – Voice of the Customer (VOC) | IND at Five9 rates 90 out of 100 for how much of the daily work is AI. That makes it Builds AI (AI Level 4 of 4). The level is about AI in the job, not seniority.
Builds AI. The job is building AI systems.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Also common in research scientist jobs at this level
Pay
- Typical research scientist job
- $191k
This posting doesn't list pay. Use the typical research scientist figure when pay comes up. See research scientist jobs
Questions you could be asked
- How do you structure and test a prompt to get consistent output from a language model?
- How do you decide when an AI agent can act on its own versus asking for approval first?
- Walk me through fine-tuning a model: what data did you use, and how did you check the result?
- Tell me about a project where applied research was part of your work. What did you do?
- Tell me about a project where conversational ai was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Prompt engineering, AI agents, Fine-tuning, Applied Research, and Conversational AI. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
- Lead with what you built, trained or shipped. This role is judged on the AI system itself, not the tools around it.
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