Senior Manager, Engineering AI Agents
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Job Location:
San Ramon, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 Senior Manager Engineering - AI Agentswill lead the development and delivery of Five9s AI Agent software platform which providescustomers with fully autonomous self-service agentsfor customer support sales and services use cases in the contact center. This is one of the hottest areas of application for AI Agent technology!
This roleis responsible forbuilding and managing a high-performing engineering team that develops scalable reliable and production-grade AI-powered systems used in real-time customer conversations.
You willbe responsible forhiring and developing engineers improving engineering processes and enabling strong execution across the software development lifecycle. While this is a management role rather than an individual contributor position the ideal candidate will bring strong technical credibility with engineers and guide architecture discussions technical decisions and engineering best practices.
You will collaborate closely with Product SRE Support and other engineering teams to deliver an enterprise-grade platform while fostering a culture of operational excellence ownership and customer empathy.
Key Responsibilities
Team Leadership & Development
- Hire onboard and grow a high-performing engineering teamof4-8 engineers in the United States
- Provide coaching mentorship and career development for engineers
- Establish clear ownership accountability and engineering rigor
- Conduct performance management feedback and growth planning
- Foster a culture of collaboration innovation and operational excellence
- Mentor senior engineers and emerging technical leaders
Delivery & Execution
- Lead planning and enable strong execution of engineering initiatives and product roadmap
- Ensure projects are delivered predictably and with high quality
- Focus on customer success ensuring quality AI agent experiences with low latency and high accuracy
- Break down large initiatives into achievable milestones
- Partner with Product Management to prioritize work and manage trade-offs
- Collaborate with Forward Deployed Engineering (FDE) teams on AI agent implementations
- Drive continuous improvement in development processes and team productivity
Technical Leadership
- Perform code reviews guide softwarearchitecture andtechnical decisions
- Review technical designs and ensure sound engineering practices
- Help teams make pragmatic technology decisions balancing innovation and reliability
- Drive the team to manage customer expectations of uptime and performance bydefining and reviewing SLO/SLIs developing metrics to measuring as such andmaintainingfor all the services
- Ensure systems are scalable maintainable and production-ready
Operational Excellence
- Promote strong service ownership and reliability culture
- Ensure effective on-call practices and incident response processes
- Drive root cause analysis and continuous reliability improvements
- Partner with SRE teams to define SLIs SLOs and operational metrics
- Handle customer escalations and issues related to AI Agent quality
- Participate in on-call escalation rotations for provided services
Cross-Functional Collaboration
- Work closely with Product UX SREForward Deployed Engineering (FDE)and Support teams
- Align engineering execution with product strategy and customer needs
- Communicate engineering progress risks and technical decisions clearly to stakeholders
AI-Augmented Engineering Practices
- Use of modern AI-assisted development tools to improve engineering productivity and represent best in class examples of how to effectively use it
- Help the team adopt responsible and effective use of AI in software development workflows
- Evaluate emerging developer AI tools and incorporate themwherebeneficial
- Promote experimentation and learning around AI-enabled engineering practices
Required Experience
- 3 years experience leading or managing software engineering teams
- 8 years professional software development experience
- Experienceparticipatingin hiring and helping grow engineering teams
- 5 years experience developing enterprise SaaS software
- Strong background in distributed systems and modern software architectures
- Experience or exposure to GenAI / LLM-based systems
- Experience using or adopting AI-assisted software development tools
- Bachelors or advanced degree in Computer Science Computer Engineering or similar
- Strongtrack recordin hiring outstanding software development teams through rigorous interviewing andvetting processes either as the hiring manager or as part of interview panels
Desired Experience
- 1-2years experiencebuilding AI Agent platforms for CX includingvoicebots chatbots and AI assistants
Technical Background
While this role is primarily management-focused candidates must have sufficient technical depth to guide architecture and mentor engineers.
Software Engineering
Strong background in Java or JVM-based backend systems
Experience designing distributed systems or microservices architectures
Familiarity with API design (REST/gRPC) and scalable service architectures
AI / GenAI Platforms
Familiarity with LLM-based systems prompt engineering AI Agent architectures and design patterns
Understanding of common AI platform patterns such as embeddings RAG pipelines or model integration
Awareness of performance and reliability considerations for AI-backed systems
Cloud & Infrastructure
Experience building SaaS platforms in public cloud environments (GCP preferred but not required)
Familiarity with microservices architectures and cloud-native systems
Basic understanding of networking concepts such as load balancing service-to-service communication and API gateways
Operational Excellence
Experience operating production services in enterprise SaaS environments
Familiarity with observability practices (metrics logging tracing)
Experience participating in or leading incident response and root cause analysis
Leadership & Collaboration Skills
Proven ability to build and develop strong engineering teams
Strong mentoring and coaching capabilities
Ability to guide engineers through technical design and problem solving
Excellent communication skills across engineering and product organizations
Ability to align teams around clear priorities and ownership
What Success Looks Like in This Role
Hire a strong engineering team delivering reliable AI platform capabilities
Predictable and high-quality delivery of engineering initiatives for our core AI Agent platform
Clear engineering ownership and operational accountability
* Customer obsession resulting in customer satisfaction with AI Agent quality latency and accuracy
Scalable and maintainable platform architecture
Engineers effectively leveraging AI-assisted development tools
A culture of accountability collaboration and technical excellence
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location this role is Hybrid and would require 3 days a week (M W TH) in our San Ramon office.
As part of our continued commitment to diversity equity and inclusion Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including but not limited to: skill set depth of experience certifications and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally the total compensation package for this position may also include an annual performance bonus stock and/or other applicable incentive compensation plans.
Our total reward package also includes:
- Health dental and vision coverage beginning on the first day of employment. Five9 covers 100% of the employee portion of the health dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability Basic Life Insurance and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off Company paid holidays paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
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
Key Skills
- Data Center Experience
- ArcGIS
- Cloud Infrastructure
- Construction Estimating
- Go
- Mathcad
- React
- Redux
- AWS
- Software Development
- Auto Estimating
- Distributed Systems
About Company
Five9 delivers the most reliable cloud contact center that empowers organizations to deliver extraordinary customer experiences. Request a demo!
