Sr. Director, RTM Acceleration

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. 

Key Responsibilities: 

Technical Leadership & Partner Development: 

• Lead the strategy, development, and implementation of partner enabled Five9 Genius AI solutions focused on enhancing customer experiences. 

• Oversee technical teams, providing mentorship and guidance to ensure successful partner adoption and opening new routes to market. 

• Stay updated with the latest AI trends and integrate relevant technologies into our product offerings. 

• Develop technical proposals and presentations for potential integrators and partners including use cases and technical papers. 

• Build and maintain strong technical relationships with global systems integrators and their technology principals. 

• Negotiate technical aspects of partnership agreements to ensure mutual success. 

• Analyze market trends to inform product management and engineering. 

• Develop roadmaps for AI initiatives aligned with business goals. 

Key Technologies in Customer Experience AI: 

As a Technical Lead, you will work with and leverage the most important AI technologies shaping the customer experience marketplace: 

• Artificial Intelligence & Machine Learning: 
• Natural Language Processing (NLP): Sentiment analysis, language modeling, text classification 

• Natural Language Understanding (NLU): Chatbots, virtual assistants 

• Reinforcement Learning: Personalized recommendations and decision-making systems 

• Large Language Models: All hyperscaler and bespoke LLM models, RAG 

Customer Experience Platforms: 

• Conversational AI Platforms: Dialogflow, Amazon Lex, IBM Watson Assistant, Agent Force 

• Voice Recognition Technologies: Speech-to-text, voice biometrics 

• Recommendation Engines: Collaborative filtering, content-based filtering 

• Sentiment Analysis: AWS, Deepgram, MSFT 

Data Management & Analytics: 

• Big Data Technologies: Hadoop, Spark for large-scale data processing 

• Data Visualization Tools: Tableau, Power BI for actionable insights 

• Customer Data Platforms (CDPs): Unified customer profiles for personalized experiences SF, ServiceNow, Zendesk, Oracle, etc 

Cloud Services & Infrastructure: 

• Cloud Providers: AWS, Azure, Google Cloud for scalable AI solutions 

• AI-as-a-Service Offerings: Pre-trained models and APIs for rapid deployment 

• Edge Computing: Real-time data processing for immediate customer feedback 

Integration & Deployment: 

• APIs and Microservices: Seamless integration with existing systems 

• Continuous Integration/Continuous Deployment (CI/CD): Automated deployment pipelines

Security & Compliance: