---
title: 'Senior Applied Research Scientist – Voice of the Customer (VOC) | IND at Five9'
canonical: 'https://feeny.ai/job/senior-applied-research-scientist-voice-of-the-customer-voc-ind-five9-bengaluru-2qr35z5vhkyj'
type: 'job'
last_seen: '2026-10-15'
---

# Senior Applied Research Scientist – Voice of the Customer (VOC) | IND at Five9

- **Company:** Five9
- **Location:** Bengaluru, India
- **Work type:** hybrid
- **Posted:** 2026-09-03
- **Last confirmed live:** 2026-10-15
- **Apply:** https://www.five9.com/about/careers/job-detail?gh_jid=6180335004

## Job description

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

The  Applied Research Scientist – Voice of the Customer (VOC) - will participate in applied research necessary for the success of Five9’s Voice of the Customer (VOC) AI Agent software platform. Our AI agent platform provides customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center. Our Voice of the Customer (VOC) component of this platform analyzes conversations with human agents, and uses them to generate insights, analytics and instructions and operating procedures for AI Agents. In other words – we use our human agent data to train AI agents. This is one of the hottest areas of application for AI Agent technology!

The Applied Research Scientist is responsible for conceiving of algorithms, prompts, clustering and aggregation technologies, agentic systems, and so on, and then running experiments to validate correctness. The applied research scientist will participate in experiment design, execution, results evaluation, documentation, and iteration. They will work on metric definitions and measurement techniques. They will participate in data collection and creation of golden data sets for experiments. They will also run experiments evaluating the performance of different LLMs, including small language models and open weight models.  The applied research scientist will also perform fine tuning of models (typically small language models) and evaluate their performance.

The work of the applied research scientist is directly aligned to the needs of the product itself. Work done by the applied research scientist is meant to quickly make its way into production to improve the product. The applied research scientist is not expected to produce the actual production code, though this can happen in some cases.

Job Requirements

- 5+ years in Conversational AI / related
- 1+ years experience in applied research conversational AI / AI Agents (e.g., multi-agent architecture patterns, prompt engineering and prompt design, context engineering and harness design, REACT, REWOO, Chain of Thought design patterns, memory architectures, and so on)
- Familiarity with one or more AI Agent frameworks, including LangChain, LangGraph, Google and OpenAI ADKs, and so on.
- Software development experience in building simulators and test environments used for running experiments, ideally in python
- Statistical Methodology: Knowledge of advanced techniques and concepts (sampling, A/B testing, regression, properties of distributions, statistical tests and proper usage, etc). Ability to understand model performance
- Business acumen: You understand the bigger picture for customers and the business and know how to probe beyond stakeholders’ stated requests to really understand their needs and the value of information.

Required Qualifications

- Graduate degree in Statistics, Mathematics, Computer Science, Operations Research, Engineering or similar quantitative field.
- 5+ years experience in Python, R, and applied statistics

This role is hybrid and requires 3 days a week in office. Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

## About Five9

## Company Overview
- **One-liner**: Five9 provides a leading cloud contact center platform (CCaaS) that enables organizations to deliver digital engagement, analytics, workforce optimization, and AI-powered customer experiences.
- **Entity Type**: Public (NASDAQ: FIVN)
- **Headquarters**: San Ramon, California, USA (with additional offices in San Francisco, Toronto, London, Munich, Porto, Madrid, São Paulo, and Mandaluyong City)
- **Founded**: 2001
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Cloud Contact Center as a Service (CCaaS), Customer Experience (CX) software, AI & Automation, Workforce Optimization
- **Target customers**: Enterprise, mid-market, and SMB organizations across all verticals (B2B/B2C)
- **Mission or purpose statement**: “Our vision is to make customer service a more human experience.” [five9.com](https://www.five9.com/about)

## Products & Services
- **Five9 Cloud Contact Center Platform**: Core omnichannel contact center solution (voice, email, chat, SMS, social) with intelligent routing and IVR.
- **Digital Engagement**: Integrated digital channels including SMS, web chat, email, and social messaging.
- **Five9 Analytics**: Real-time and historical reporting, speech analytics, and sentiment analysis to improve agent performance and customer outcomes.
- **Workforce Optimization (WFO)**: Workforce management, quality management, and recording (acquired Virtual Observer in 2021).
- **AI & Automation Suite**:
  - **Intelligent Virtual Agent (IVA)**: Conversational AI chatbot and voice bot for self-service (acquired Inference Solutions in 2021).
  - **Agent Assist 2.0**: AI-powered real-time agent guidance and summarization (using OpenAI).
  - **Voice AI Agents**: Generative AI agents for automated customer interactions.
- **Professional Services**: Implementation, integration, and consulting services.
- **Aceyus VUE**: Data and reporting integration platform (acquired in 2022).

## Market Standing
- **Valuation/Market Cap**: Publicly traded; specific metrics not provided in available sources.
- **Key Metric**: Over 3,000 customers worldwide; 350,000+ agents using the platform; 2,600+ employees; 1,450+ technology and channel partners. [five9.com](https://www.five9.com/about)
- **Notable Investors/Partners**: BT (expanded partnership for cloud adoption), MCM Telecom, XTT Mexico; partners include global SIs and technology vendors. Acquisitions: Acqueon, Aceyus VUE, Inference Solutions, Virtual Observer.
- **Growth Signals**: Named a Leader in the 2025 Gartner® Magic Quadrant™ for CCaaS (8th time); opened new European engineering hub in Porto, Portugal; expanded LATAM partnerships; introduced Agent Assist 2.0 with AI Summary; won Glassdoor Employees’ Choice Award for Best Places to Work (2022). [five9.com](https://www.five9.com/about)

## Competitive Advantages
- **Cloud-native heritage**: Born in the cloud in 2001, with 20+ years of CCaaS experience.
- **Analyst recognition**: Consistently named a Leader in Gartner Magic Quadrant, Forrester Wave, IDC MarketScape, and Aragon Research Globe.
- **High customer satisfaction**: 86 Net Promoter Score (NPS) for professional services.
- **Comprehensive AI portfolio**: Integrated IVA, Agent Assist, and Voice AI Agents differentiate from competitors.
- **Scale and reliability**: Manages billions of call minutes annually across 2,600+ concurrent agent seats (average).

## Strategic Focus
- **AI-first innovation**: Continued investment in generative AI and conversational AI to automate and enhance customer interactions.
- **Global expansion**: Strengthening presence in LATAM (new partnerships), EMEA (engineering hub in Portugal), and APAC.
- **Platform depth**: Integrating acquisitions (Acqueon, Aceyus, Inference Solutions) to provide end-to-end CX and WFO capabilities.
- **Partner ecosystem**: Deepening relationships with systems integrators and telcos (e.g., BT) to accelerate cloud migration.

## Why Work Here
- **Culture**: Fast-paced, start-up-like environment with established enterprise customers; values include honesty, respect, inclusion, transparency, ownership, and customer focus. [five9.com](https://www.five9.com/about/careers)
- **Diversity & Inclusion**: Committed to a diverse and inclusive culture where employees are empowered and heard. [five9.com](https://www.five9.com/about/careers/jobs)
- **Remote/Hybrid Policy**: Not explicitly stated; offices in multiple locations suggest hybrid/office model.
- **Benefits** (US full-time): 100% employer-paid health insurance (choice of 4 medical plans), dental, vision, life/disability insurance, 401(k), FSA, employee assistance program, commuter discounts, company equity, accrued PTO + paid holidays, company events. [five9.com](https://www.five9.com/about/careers)
- **Recognition**: Received Glassdoor Employees’ Choice Award for Best Places to Work (2022). [five9.com](https://www.five9.com/about)
- **Growth opportunities**: Internship program with impactful work and exposure to executives; career paths across development, customer success, sales, marketing, finance, and professional services.

## Sources
1. [Five9 About Page](https://www.five9.com/about)
2. [Five9 Careers Overview](https://www.five9.com/about/careers)
3. [Five9 Fact Sheet](https://www.five9.com/resources/five9-company-fact-sheet)
4. [Five9 Careers – Job Listings](https://www.five9.com/about/careers/jobs)

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