Senior Applied Research Scientist – Voice of the Customer (VOC)

About the role

Join Five9 in bringing joy to customer experience as a Senior Applied Research Scientist focused on Voice of the Customer (VOC). You will drive applied research for the VOC AI Agent platform, turning human‑agent conversation data into insights and instructions for autonomous agents.

Key responsibilities

• Design and implement algorithms, prompts, clustering, and aggregation technologies for AI agents.
• Plan, execute, and evaluate experiments, including metric definition, data collection, and creation of golden data sets.
• Assess performance of various LLMs (small and open‑weight models) and fine‑tune them for optimal results.
• Collaborate closely with product teams to ensure research outcomes quickly transition into production.

Required profile

• 5+ years of experience in Conversational AI and at least 1 year in applied research for AI agents.
• Graduate degree in Statistics, Mathematics, Computer Science, Operations Research, Engineering, or a related quantitative field.
• Strong statistical methodology knowledge (sampling, A/B testing, regression, statistical tests).
• Business acumen to understand customer and product needs beyond stated requirements.

Required skills

• Python
• R
• LangChain
• LangGraph
• Google and OpenAI SDKs
• Statistical analysis techniques (A/B testing, regression, sampling)