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 Team

Five9 has led the cloud revolution in contact centers helping organizations transition from legacy premise-based solutions to the cloud. The cloud contact center market has become the hot space for innovation in real-time communications and is the tip of the spear for the application of Artificial Intelligence especially Generative AI and Large Language Models (LLM). Our Studio Product Engineering teamis responsible fordeveloping a suite of leading-edge AI products built upon industry-leading AI tech from vendors like OpenAI Google IBM Watson and Amazon and integrate into Five9 wider well-developed microservices platform.

Our vision is nothing less than to reimagine the experience of connection between end users and the brands which serve them. Our AI agents will offer self-service which delights andaccomplishestasks at super-human speeds while also blending in live human agents for the many cases when a human touch is needed. Our AI agents willassistthe live agents too and help supervisors and managers get the most out of their mix of human and AI labor.

RolePurpose

As a Senior Engineering Manager you will serve as a hands-on technology leader and role model within the team contributing to the hiring retention and technical management of the team. You will be contributing to the architecture design and development of software across the studio product to meet both business and technology objectives. This role requires someone who can wear multiple hats by aligning perspectives across teams making smart trade-offs and driving progress toward shared goals. You will be an active contributor of software review the work of others and be on the leading edge on the usage of AI for rapid software development.

As the manager of this teamyoullwear multiple deeply involved in technical decision-making while also focusing on growing and supporting your team forsomeone whois passionate about operational excellence eager todive into complex production issues alongside their engineers but who also excels at mentoring career development and creating a positive team culture.

A strong technical background in distributed and scalable systems on cloud platforms such as GCP AWS or Azure is essential.

Key Responsibilities

Technical Leadership:

Youllbe leading a teamthatsessential to our engineering organizations deep ownership of all aspects of product software engineering including feature development production incident management addressing technical debt and contributing to technology roadmaps and solution architecture. Provide strong technical leadership and mentorship to local engineering teams and serve as the go-to expert for engineering leaders on complex technical challenges.

Hands-on Development:

Design and implement features by writing clean maintainable code based on product requirements and customer feedback. Establish andmaintaincoding standards shared libraries and practices. Review code from others. Use AI to aid the development of software and guide others to be effective with it.

People Leadership:

Involve in the hiring as we grow the team from writing job descriptions to interviewing candidates and helping new team members get up to speed.

Lead the performance management of the team by conducting regular one-on-ones with your engineers helping them grow in their careers and building a collaborative culture where everyone feels empowered to tackle complex technical challenges.

Production Incident resolution:

Lead development investigations and conduct deep root cause analyses for production incidents. Delivertimelyresolutions with a focus on speed quality and long-term stability.

Communication Skills:

Communication will be a big part of yourrole beregularly updating senior leadership on your teams progress and the overall health of our systems. During incidents you might be the one explaining technical issues to non-technical stakeholders and ensuring everyone understands the impact and resolution timeline.

Required Skills

Management & Leadership

• 3 years ofEngineering management experiencein a product companywith direct reports

• Proventrack recordof building and leading high-performing engineering teams

• Experience with agile development methodologies and team processes

• Strong coaching mentoring and performance management skills

• Excellent written and verbal communication abilities

Technical Expertise

• 10 years of experience in designing and developing distributed and scalable systems on a cloud-based platform (GCP AWS or Azure) in a SaaS company. Hands-onexpertisein cloud-native backendmicroservices with Java & backend frameworks like Spring Boot.

• Highly proficient in a variety of programming languages including but not limited to Java PHPJavaScriptor others asrequired.

• Knowledge of database design and optimization (MySQL PostgreSQL)

• Strong Hands-on experience with Kubernetes CI/CDpipelinesand containerized deployment processes

• Understanding of web application security principles and best practices

System Operations

• Experience with production incident management and debugging complex issues

• Knowledge of monitoring tools logging systems and application performance managementlike New Relic GrafanaPrometheusetc.

• Experience with library dependency management and upgrade planning

• Familiarity with security vulnerability scanning and remediation processes

Desirable

• Experience with PHP & Laravel

• Experience with web development technologies such as HTML CSS JavaScript and modern front-end frameworks like or React.

• Experience with Contact Centre IVR Virtual Agents VoIP and telecommunications service providers isadvantageous.

Reporting Structure

This position reports directly to the Director of Engineering and involves close collaboration with other engineering managers across the regularly with our SRE team on infrastructure improvements coordinate with product leadership on technical roadmap planning and partner with our security and platform teams on cross-cutting initiatives that affect the entire engineering organization.

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.

View our privacy policy including our privacy notice to California residents here: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.