The Team

The Voice Client team delivers crucial voice call capabilities for our customer call/contact centre solutions. Our focus is on smooth and high audio quality to enhance the customer experience.
We develop:

• Native applications for Mac OS and Windows OS

• Web-based applications using latest web technologies

Our direct interaction with customers allows us to:

• Promptly address their concerns

• Use their feedback to continually improve the product for an exceptional customer experience and added business value

This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

Role Purpose

This role aims to:

• Identify customer business challenges

• Leverage the Five9 Voice solution and technology

• Deliver customer value through solution implementation and ongoing support

It involves:

• Direct customer interaction when necessary

• Collaboration with other teams in Five9 organization

How You Contribute

• Be part of an agile team to develop a scalable, highly available global voice platform

• Understand performance and scalability principles and apply them when developing software

• Collaborate with Product Managers, Architects, Engineering Leaders, and Test Engineers

• Mentor and train junior team members

Skills, Competencies and Qualifications

Required:

• 10+ years of industry experience in software development and troubleshooting VOIP systems

• Good understanding of VOIP protocols like SIP, RTP, RTCP and/or WebRTC

• Hands-on experience in writing backend code in C++ (8+ years) on both Windows and Mac OS

• Hands-on experience in:

  • Writing frontend code with JavaScript (5+ years) OR

  • Writing backend code with Java (5+ years)

• Experience in troubleshooting tools, audio media analysis, and good debugging skills

• Experience working on complex problems and systems

• Good technical leadership and capability to lead feature/project development

• Experience working within an Agile/Scrum team

• Positive, self-motivated, and enthusiastic attitude with a strong sense of ownership

• Strong communication skills, both verbal and written

• Bachelor’s degree (or equivalent/above) in relevant discipline

Desirable:

• Familiar with React and/or Java Spring Boot framework

• Experience with virtual environments like Citrix and VMware

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

Other Requirements

• This position requires the ability to be On Call

• This position requires flexibility to work with people from both US and Australia at least

Key Relationships

• There are no direct reports to this role

Key stakeholders include:

• Product Manager

• Customer Support teams