Senior Software Engineer - Digital - Five9

The team:

The Digital Engagement Team at our contact centre is dedicated to enabling agents and supervisors to efficiently manage email, chat, SMS, and social interactions seamlessly. Our primary focus is to deliver exceptional digital-first omnichannel experiences while preserving a personalised human touch. By fully integrating with Five9 inbound and outbound voice solutions, we create connected customer journeys across various channels, including email, chat, SMS, webchat, video, and social messaging apps like Facebook Messenger, Twitter, WhatsApp, WeChat, and more. This integration allows contact center agents to engage with customers through multiple channels during a single interaction, guiding them toward the channels best suited to resolve their issues. Our ultimate goal is to provide a unified and holistic approach to customer interaction, ensuring a consistent and outstanding experience across all digital touchpoints.

Role purpose:

The role of a Senior Software Engineer in the Digital Engagement Team is to design, develop, and maintain software solutions that integrate digital channels like email, chat, SMS, and social media with the contact centre’s voice solutions. This integration aims to create seamless, connected customer journeys across multiple channels. The engineer's responsibilities include software development, integration, enhancing customer experiences, staying updated on technology, collaborating with the team, ensuring software quality, documentation, and problem-solving. Ultimately, the role contributes to delivering exceptional omnichannel customer experiences.

How you contribute:

• Understands various programming languages, frameworks, and development methodologies, which allow you to make informed decisions and solve complex technical challenges.
• Writing high-quality, efficient, and maintainable code. Should follow coding best practices and contribute to the development of software modules, features, and functionalities.
• Troubleshoot and resolve complex technical issues. When problems arise, you use your experience and problem-solving skills to identify the root causes and implement effective solutions.
• Ensure that the development stays on track, milestones are met, and the project aligns with business objectives.
• Collaborate with cross-functional teams, including product managers, designers, and quality assurance professionals, to ensure that everyone is aligned on project goals and progress.

Skills, competencies and qualifications:

Required:

• Proficiency in a variety of programming languages, including but not limited to Java, Python etc. 5+ years of professional experience developing Java applications – including delivering RESTful apis.
• Strong experience with web development technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like React, Angular, or Vue.js. 2+ years of professional experience writing React and JavaScript applications.
• Expertise in server-side technologies, databases (SQL and NoSQL), and back-end frameworks like Node.js, Django, Ruby on Rails, or .NET.
• Awareness of web security best practices and the ability to implement security measures to protect applications and data.
• A portfolio of past projects showcasing full-stack development skills.
• Ability to work independently and as part of a collaborative team.
• Strong commitment to delivering high-quality code and solutions on time and within scope.
• Bachelor’s degree (or equivalent) in relevant discipline.

Desirable:

• Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous.

Other requirements:

• This position requires the ability to be On Call.

• Five9 Shares
• Bonus Scheme
• 10% Flex Benefits
• Meal Allowance
• Medical Insurance
• Life Insurance
• 25 day Annual Leave + Public Holidays