Senior Manager, Voice Engineering
Senior Manager, Voice Engineering
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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.
Team
Five9 is a leading provider of cloud software for the enterprise contact center market powering more than three billion customer interactions annually. Since 2001 Five9 has pioneered the cloud revolution in contact centers helping businesses transition from legacy systems to the cloud. Our cloud-based solutions are reliable secure scalable and designed to enhance customer experiences improve agent productivity and deliver measurable business results.
*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.
About the Role
We are seeking an experienced Site Leader to drive strategy execution and leadership for Five9 Voice Services. This role will oversee high-performing engineering teams ensuring the development of scalable reliable microservices while fostering a culture of innovation and operational excellence.
Key Responsibilities
Lead and grow high-performing teams promoting a culture of collaboration accountability and innovation.
Oversee the execution of product engineering ensuring successful delivery of the Five9 Voice Services roadmap.
Design implement and maintain REST APIs to support workflow automation and seamless integration with internal tools and external systems.
Develop and automate dashboards that provide key performance insights to both internal teams and customers ensuring actionable metrics for performance tracking.
Integrate robust QA practices into the development lifecycle including automated testing frameworks and continuous integration for high code quality and reliability.
Define develop and maintain end-to-end journey tests to ensure consistent and seamless user experiences across voice workflows and services.
Analyze large-scale service data to uncover trends detect data deviations for alerts and generate insights to improve service reliability.
Define and drive technical requirements ensuring alignment with business goals and customer needs.
Lead technical and business discussions ensuring the right decisions are made to solve complex challenges.
Required Skills
8 years of demonstrated experience in site leadership driving local engineering culture team development and cross-functional collaboration.
5 years of experience developing event streaming applications that correlate decorate and calculate streaming events in real time.
5 years of experience with modern enterprise frameworks such as SpringBoot microservices DevOps environments Docker and Kubernetes.
5 years of experience designing implementing and consuming REST APIs with a focus on enabling automation and integration.
Hands-on experience integrating QA into the development lifecycle including automated testing CI/CD pipelines and regression testing.
Experience designing and maintaining journey tests that validate end-to-end user workflows across complex systems and services.
Strong knowledge of cloud technologies such as Google Cloud Platform (GCP) Pub/Sub Dataflow BigQuery and Cloud Functions.
Diversity & Inclusion
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.
Location
Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon CA.
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.
Required Experience:
Senior Manager
Employment Type
Full Time
