The Team

The Product Engineering team drives the development and realization of practical AI solutions for the contact‑centre environment. Our existing Studio product stack is built on PHP/Laravel, Python, and Vue.js, deployed across both private and public clouds. We leverage leading cloud AI services, including Azure OpenAI, Google AI APIs, IBM Watson, and Amazon Lex.

Our vision is to reimagine the connection experience between end users and the brands that serve them. Our AI agents will deliver delightful, efficient self‑service at super‑human speeds, while seamlessly integrating live human agents whenever a human touch is required. These AI agents will also assist live agents and help supervisors and managers optimize the blend of human and AI workforce.

The Staff Software Engineer role is part of the Studio Innovations team, which focuses on modernizing the existing Studio product. This team ensures our production systems remain stable, secure, and high‑performing, and is responsible for enhancements that transition the Studio platform into Java microservices on GCP.

This position is based out of an affiliate office of Acqueon Technologies in India, following the hybrid work model of that location.

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Role Purpose

The Staff Software Engineer in the R&D AI Automation Team is responsible for designing, developing, and maintaining the Studio product — a drag‑and‑drop flow builder and execution engine that integrates multiple channels such as voice, SMS, and chatbots with the Five9 contact‑centre voice platform.

This role plays a key part in modernizing and re‑architecting the Studio product into Java-based microservices on GCP. Responsibilities include:

• Software design, development, testing, and documentation across backend, frontend, and interaction management platforms.
• Collaborating with product owners and designers to expand the feature set and deliver high‑quality user experiences.
• Taking operational ownership of service performance and quality, including possible participation in an on‑call rotation.
• Exploring cutting-edge technologies and partnering with product teams to convert ideas into production‑ready solutions.

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How You Contribute

• Lead the design, development, and implementation of new features and change requests.
• Write high-quality, efficient, and maintainable code with a focus on scalability and multi‑tenancy, while adhering to coding best practices.
• Serve as the go‑to expert for ambiguous or time‑sensitive challenges.
• Contribute to production incident management and debugging of complex issues using monitoring, logging, and APM tools such as New Relic, Grafana, and Prometheus.
• Conduct thorough code reviews and maintain high coding standards.
• Identify technical debt and propose actionable improvements.
• Apply strong understanding of multiple programming languages, frameworks, and development methodologies to solve complex technical problems.
• Act as a natural coach and mentor, providing technical guidance and support to peers.
• Fill functional gaps across engineering and cross‑functional teams to maintain continuity and efficiency.
• Ensure project milestones are met and development aligns with business objectives.
• Contribute to documentation, specifications, processes, and APIs.

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Skills, Competencies, and Qualifications

Required

• 8+ years of experience designing and developing high‑traffic, distributed, and scalable systems on cloud platforms such as GCP, AWS, or Azure within a SaaS environment.
• Hands-on expertise in cloud‑native backend microservices development using Java and frameworks like Spring Boot.
• High proficiency in multiple programming languages, including but not limited to Java, PHP, JavaScript, and Python.
• Experience with web technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like Vue.js or React.
• Strong experience with observability and monitoring tools: New Relic, Grafana, Prometheus, and similar systems.
• Expertise in SQL and NoSQL databases, along with optimization techniques.
• Expertise in CI/CD, containerization, and Kubernetes.
• Solid understanding of web security best practices and the ability to implement application and data protection measures.
• Ability to deploy, monitor, and troubleshoot applications in production.
• A portfolio demonstrating experience in architecture, design, and full-stack development.
• Ability to work both independently and collaboratively.
• Strong commitment to on-time delivery of high-quality code and solutions.

Educational Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field (Master’s preferred).

Desirable

• Experience with PHP.
• Experience working on multi-tenant systems.
• Expertise with sharding using MySQL, Redis, or MongoDB.
• Experience in Contact Centre, IVR, Virtual Agents, VoIP, or telecom service provider environments.

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Other Requirements

• This role requires participation in an on‑call rotation.