Required Qualifications

• Experience: 5+ years in Contact Center as a Service (CCaaS) environments, with strong AI and automation experience.
• Five9 Expertise: Deep hands-on experience with IVR scripting, dialog design, routing logic, and Five9 Studio.
• Technical Skills: Strong proficiency in JavaScript and RESTful APIs.
• Digital Channels: Experience working with modern messaging platforms such as WhatsApp, Web Messenger, and SMS.
• Education: B.E./B.Tech/MCA or equivalent in Computer Science or a related field.

Preferred Qualifications

• Experience in global contact center deployments.
• Strong understanding of conversational AI design principles and NLP fundamentals.
• Prior experience in a client-facing or lead developer role.