Senior Engineering Manager, AI Agents

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.

Senior Engineering Manager AI Agents

The Company

Join us in bringing joy to customer experience. Five9 is a leading provider ofAI-enabledcloud contact center are a publicly traded US company generating over a billion US dollars a year in our last earnings call we reported that AI is now 11% of our enterprise subscription revenues making us one of the largest vendors of enterprise AI for customer experience.

If AI is the hot technology right now and AI Agents are the hottest area of that technology and Customer Experience (CX) is the most important application of AI Agents Five9 is sitting at the pinnacle of the most innovative area of technologyweveseen in twenty years.

The Mission

Our vision is nothing less than to reimagine the experience of connection between end users and the brands which serve are doing so by reimagining the contact center software stack using AI 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 agentstoo andhelp supervisors and managers get the most out of their mix of human and AI AI Agents will analyze troves of conversations extracting insights and data thatprovideactionable guidance on how brands can reduce costs while improving CX. We believe in the power of AI and humans combined.

The Culture

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 self.

The team

This role sits within our AI Product Engineering team. This team is the fastest growing organization with Five9. Itis responsible forthe softwaredevelopment operationsultimately successfor our suite of AI products. These include our self-service solutions (voice bots chat bots and AI Agents) our agentassistanceapplications and our analytics tools. The team is geographically dispersed around the world with centers of excellence in US (distributed though many in the San Francisco east bay area) Melbourne Australia Porto Portugal and Chennai and Bengaluru in India.

The teamdoesntbuild frontier models. Rather it integrates such models using the latest andgreatest fromvendors like OpenAI and Google - to provide end-to-end solutions focused on customer experience.

Job Description

The Senior Engineering Manager AI Agents will lead the development and delivery of Five9s AI Agent software platform which provides customers with fully autonomous self-service agents for 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.

You will make use of AI coding assistants specifically Claude Code to produce code as well as work with the team using these tools.

Required Experience:

• 1 years of Experience in software development for GenAI platforms for Customer Support/Customer Experience is REQUIRED

• 5 years of software development experience ideallyin Java

• 5 years of experience in enterprise SaaS software development

• 10 years of software development experience

• Bachelorsor advanced degree in computer science computer engineering or similar
  
  
• Experience using Claude Code for software development

Technical Skills

Core Software Engineering

• Expert-levelproficiencyinJavaand JVM-based frameworks. Nice to Have:SpringBoot

• Strong understanding ofobject-oriented design design patterns clean code refactoring and code quality best practices.

• Deep experience designing and buildingdistributed event-driven systemswith high reliability and low latency.

• Expertisein API design (REST/gRPC) service contracts and backward-compatible evolution.

AI Agent / GenAI Platform Engineering

• 1 years

• Strong familiarity withLLMs prompt orchestration function calling and multi-agent reasoning workflows.

• Experience buildingAI-enabled microservices including integrating LLM providers embeddings vector databases RAG pipelines and structured output validation.

• Solid understanding ofmodel latency throughput caching strategies eval frameworks and ML-specific observability.

• Experience using one or more frontier models from OpenAI Google or open source

Cloud & Infrastructure (GCP Preferred)

• 5years experiencein building enterprise SaaS software

• Expertisewith public cloud software development platforms AWSGCPor Azure. Preference for GCP experience (Five9 is on GCP)

• Strong familiarity with networking fundamentals: HTTP/2/3gRPC load balancing API gateways service meshes.

AI Coding Assistance (Claude Code)

• Experience creating production code using coding assistants preferably Claude Code

Operational Excellence

• Strong command ofSRE principles: SLIs/SLOs error budgets incident response root cause analysis.

• On-call experience including incident handling troubleshooting and service remediation

• Experience designing systems forobservability: tracing logging metrics profiling

• Knowledge of performance optimizationCPU memory threading concurrency GCtuning.

• Hands-on experience running247globalenterpriseSaaS systems in production.

Security & Compliance Awareness

• Familiarity with authentication/authorization technologies (OAuth2/OIDC JWTmTLS).

• Understanding of secure coding practices data protection and enterprise SaaS compliance needs (SOC2 GDPR HIPAA).

Architectural & Design Skills

• Ability to driveend-to-end architecturefor complex platforms from requirements design implementation deployment.

• Skilledat creatingarchitecture docs ADRs technical deep-dives and communicating trade-offs clearly.

• Strong understanding ofeventing CQRS streaming pub/sub state machines and distributed consensus patterns.

• Experience in using AI to accelerate software development using tools like Claude Code or Microsoft CoPilot

Cross-Functional & Leadership Skills

• Ability to mentor and elevate teamscode reviews design guidance pairing coaching junior engineers.

• Strong communicationskills; capable of explaining technical decisions to:

• Engineering leadership

• Product & UX

• Support SRE QA and Solutions Engineering

• Demonstrated ability to collaborate acrossorgsto delivercomplete integrated product experiences.

Strategic & Execution Skills

• Ability to set technical direction for the platform and influenceroadmaps.

• Ownership mentality across the entire SDLCdesign implementation CI/CD monitoring production operations.

• Exceptional judgment in balancinginnovation vs reliabilityshort-term velocity vs long-term maintainability.

• Ability to decompose large initiatives into deliverable components driving execution with high accountability.

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.