Conversational UX Designer

Conversational UX Designer at Five9

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.

Join our dynamic team as a Conversational UX Designer, where you'll leverage your expertise to craft and enhance conversational experiences for both voice and chat interactions. As an integral part of our AI Automation and Solutions team, you'll be at the forefront of designing enterprise solutions that elevate customer experiences while optimizing operational efficiency.

Key Responsibilities

Conversation Design:

• Lead the requirement gathering and design of AI-driven conversational solutions, ensuring they align with organizational goals and objectives
• Facilitate discussions to translate overarching business requirements into detailed technical specifications, effectively communicating solution designs to development teams
• Thoroughly document solution designs using tools such as Lucidchart and Voiceflow, ensuring clarity and accessibility for all stakeholders

Continuous Learning and Business Development:

• Stay abreast of emerging technologies and analytics techniques, proactively seeking opportunities to integrate new capabilities into our conversational AI solutions
• Monitor vendor roadmaps and industry trends, identifying potential areas for innovation and strategic growth opportunities within the conversational AI landscape

Customer Obsession:

• Leverage your expertise working in a customer-facing role to guide our customers to the right solutions, consult them on best practices, and champion their needs to our internal teams
• Balance multiple priorities and initiatives, working with several customers at once, while still delivering best in class conversation designs

Preferred Qualifications

• Graduate degree in Human-Computer Interaction, Computer Science, Cognitive Science, Linguistics, or similar
• 4+ years’ experience as a Conversation Designer or similar
• Experience in Professional Services or other Customer-facing roles
• Hands on experience with LLMs, prompt engineering, fine-tuning and evaluation

Work Location

This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

Compensation & Benefits

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents
• Generous employee stock purchase plan
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$135,000—$250,000 USD

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.

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.

Key skills/competency

• Conversation Design
• User Experience (UX)
• AI Automation
• Large Language Models (LLMs)
• Prompt Engineering
• Customer Experience (CX)
• Technical Specification
• Stakeholder Communication
• Industry Trend Analysis
• Voiceflow & Lucidchart