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

Five9 provides cloud contact center software, including a Voice of the Customer platform that uses human-agent conversations to train AI agents. You will design and evaluate experiments, algorithms, agentic systems and models to improve the platform.

• Design algorithms, prompts, clustering and aggregation methods for VOC AI
• Plan and run experiments, evaluate results and iterate on approaches
• Define metrics and measurement techniques for model performance
• Create experiment datasets and golden data sets
• Evaluate LLMs and fine-tune small language models

Education

Master's degree

Degree

statistics, mathematics, computer science, operations research, engineering

Experience

5+ years

Domain

contact center ai

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