Director of Engineering – Agentic Engineering

Responsibilities :

Hire, train, retain and grow a team of talented engineers to create a scaled agentic engineering organization for a $1B USD / year revenue company

Lead a team responsible for the development and testing of AI Agents for B2B customer experience use cases in healthcare, financial services, retail and beyond, which will become part of the product and available to Five9 customers globally to use with their customers

Maintain expertise – through ongoing review of academic papers and competitive analysis of vendors – in the latest-and-greatest algorithms, techniques, and architectures for AI Agent design, and apply those to build best-in-class AI Agents

Interface with customers and customer facing teams to understand requirements and use cases for which the AI Agent needs to satisfy

Partner with the engineering team building the AI Agent platform, providing feedback on improvements that improve agent performance and reduce time to implement

Requirements :

3+ years of experience in development of conversational AI applications for customer service space, such as for healthcare, financial services or retail organizations

5+ years experience in customer-facing technical roles, such as professional services, customer support, technical account management, solutions consulting, technical sales, and so on

Experience with commercial products used for the development of customer support and customer experience (CX) applications, such as Google Dialogflow, IBM Watson, Kore.ai, Five9, Genesys, NICE, Amelia, Omelia, and so on

Expertise in conversational AI technologies, including speech recognition, speech synthesis, natural language processing, and large language models. Experience in creating such models is not required, only experience in using them

Experience with AI Agent technologies, including prompt engineering, MCP, A2A, ReACT, LangChain, LangGraph, CrewAI, AutoGPT, Open Agents, Semantic Kernel, RAG, fine-tuning, and embeddings, is highly desired but not required

Strong communication skills, including written and verbal communication in English

5+ years of experience as a line manager

Experience in hiring and building teams from scratch, including the usage of contractors and labor providers in India

Bachelor’s or Master’s degree in Computer Science or equivalent work experience

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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