Data Scientist/AI Trainer

About 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.

We are seeking a customer-facing Data Scientist/AI Trainer to join our Professional Services team, focusing on advanced Conversational AI implementations. The ideal candidate will possess a strong background in Natural Language Processing, Python development, and a deep understanding of modern AI technologies. In this role, you will be responsible for designing, building, and optimizing Five9’s AI-based solutions. You will work closely with Developers and Conversation Designers, leveraging your expertise in Speech-to-Text (STT), Text-to-Speech (TTS), and Large Language Model (LLM) prompting and evaluations to ensure the highest levels of accuracy and performance in our intelligent virtual agents and agent-guided solutions.

Responsibilities

• Develop and maintain Python code for data analysis, model evaluation, and the automation of AI workflows
• Design, implement, and evaluate sophisticated prompts for Large Language Models (LLMs) to optimize performance across various conversational tasks
• Integrate and fine-tune Speech-to-Text (STT) and Text-to-Speech (TTS) models to ensure high-quality, natural-sounding voice interactions
• Implement and improve robust methods to quantitatively and qualitatively compare and evaluate LLM outputs
• Collaborate with Data Scientists and Engineers to identify technical requirements, prioritize tasks, and architect scalable AI solutions
• Create and curate multilingual speech and text datasets to train and benchmark models
• Evaluate, recommend, and implement machine learning models for tasks such as topic modeling, summarization, and intent classification
• Develop data visualization tools and dashboards to monitor model performance and provide insights to stakeholders

Minimum Qualifications

• Master’s degree in Human-Computer Interaction, Computer Science, Cognitive Science, Linguistics, or a similar technical field
• Proven experience in Python programming for data science, machine learning, or software development
• Solid understanding of Conversational AI concepts and the underlying technologies
• Strong attention to detail and a commitment to maintaining high-quality standards in code and model performance
• Demonstrated ability to work independently and as part of a collaborative, customer-facing team
• Excellent technical communication skills
• Fluent in English, both written and spoken

Preferred Qualifications

• Graduate degree or higher in Computer Science, Computational Linguistics, or a related field
• Fluency in Spanish and/or Portuguese
• Deep hands-on experience with LLMs, including prompt engineering, fine-tuning, and evaluation techniques
• Expertise in Speech-to-Text (STT) and Text-to-Speech (TTS) technologies and their practical application in conversational AI systems
• Proficiency with ML libraries and platforms such as Scikit-learn, TensorFlow, PyTorch, R, Jupyter, and SQL
• Experience in a customer-facing role, including technical requirement gathering and presentations
• Experience with bot frameworks such as IBM Watson, Amazon Lex, Rasa, or Google Dialogflow

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.

Key skills/competency

• Natural Language Processing
• Conversational AI
• Python Programming
• Large Language Models (LLMs)
• Speech-to-Text (STT)
• Text-to-Speech (TTS)
• Machine Learning
• Prompt Engineering
• Model Evaluation
• Data Analysis