Five9
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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
The product engineering team drives the realization of practical AI solutions for the contact centre environment. Our existing Studio product stack is built on PHP/Laravel, Python and Vue.js technology deployed in private and public clouds. We leverage the latest cloud AI services such as Azure OpenAI, Google AI APIs, IBM Watson and Amazon Lex.
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 and accomplishes tasks at super-human speeds, while also blending in live human agents for the many cases when a human touch is needed. Our AI agents will assist the live agents too and help supervisors and managers get the most out of their mix of human and AI labor.
The role of Senior Software Engineer is for the Studio Innovations team, which modernizes existing Studio product. This team keeps our production systems stable, secure, and performing at their best, handling everything from enhancement of the existing studio product to modernize it into Java microservices on the GCP cloud.
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.
Role purpose
The role of a Senior Software Engineer in the R&D AI Automation Team is to design, develop, and maintain the software solution (Studio) with drag-drop flow builder and execution engine that integrates multiple channels like voice, SMS, and chatbot with the Five9 contact centre voice solution. This role would be a key developer role to modernize and re-architect the existing Studio product to use Java microservices on GCP. The Senior engineer's responsibilities include software design and development, testing and documentation across our backend, front-end and interaction management platforms to deliver end-to-end features, work with product owners and designers to expand the feature set and create high-quality user interfaces, take operational responsibility for the performance and quality of services owned by your team, potentially including taking part in an on-call rotation, deep dive into cutting edge technologies and work with the products team to transfer ideas into products.
How you contribute
- Understands various programming languages, frameworks, and development methodologies, which allow you to make informed decisions and solve complex technical challenges.
- Help create blueprints that outline how different components of the system will interact, ensuring scalability, maintainability, and performance
- Writing high-quality, efficient, and maintainable code that serves the purpose of scaling and tenancy management. Should follow coding best practices and contribute to developing software modules, features, and functionalities.
- Contribute to production incident management and debugging complex issues using knowledge of monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc.
- Mentor junior engineers, helping them develop their skills and grow as professionals. This fosters a culture of continuous learning and collaboration within the team.
- Ensure that the development stays on track, milestones are met, and the project aligns with business objectives.
- Collaborate with cross-functional teams, including product managers, designers, and quality assurance professionals, to ensure that everyone is aligned on project goals and progress.
Skills, competencies and qualifications
Required:
- 5+ years of designing and developing high traffic distributed and scalable systems on a cloud-based platform (GCP. AWS or Azure) in a SaaS company. Hands-on expertise in cloud-native backend microservices with Java & backend frameworks like Spring Boot.
- Highly proficient in a variety of programming languages, including but not limited to Java, PHP, Javascript, Python or others as required.
- Experience with web development technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like Vue.js or React.
- Strong observability and monitoring exposure by monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc.
- Expertise in databases (SQL and NoSQL), and their optimization techniques.
- Expertise in CI/CD, Containerization and Kubernetes.
- Awareness of web security best practices and the ability to implement security measures to protect applications and data.
- Ability to deploy and monitor applications in production along with diagnosing any technical issues.
- A portfolio of past projects showcasing full-stack development skills.
- Ability to work independently and as part of a collaborative team.
- Strong commitment to delivering high-quality code and solutions on time and within scope.
Educational qualifications
- Bachelor's degree in computer science, engineering, or related field
Desirable:
- Experience with PHP.
- Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous.
Other requirements
- This position requires the ability to be On Call.
Key relationships
There are no direct reports to this role.
Key stakeholders include:
- Service owners and their teams.
- Technical leadership and senior management, including VPs.
- Engineering teams.
- Network and Telecom teams.
- Customer service teams.
- Compliance and infosec teams.
Reporting Structure
- This position reports to the Senior Engineering Manager
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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 Agents will lead the development and delivery of Five9’s 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 role is responsible for building and managing a high-performing engineering team that develops scalable, reliable, and production-grade AI-powered systems used in real-time customer conversations.
You will be responsible for hiring 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.
This role is hybrid. 3 days a week (M, W, TH) in our San Francisco office is required.
Key Responsibilities
Team Leadership & Development
- Hire, onboard, and grow a high-performing engineering teamof 4-8 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 software architecture 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 by defining and reviewing SLO/SLI's, developing metrics to measuring as such and maintainingfor 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, SRE, Forward 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 them wherebeneficial
- 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
- Experience participatingin 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
- Bachelor’s or advanced degree in Computer Science, Computer Engineering, or similar
- Strong track recordin hiring outstanding software development teams, through rigorous interviewing and vetting processes – either as the hiring manager or as part of interview panels
Desired Experience
- 1-2 years experience building AI Agent platforms for CX, including voicebots, 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 hybrid. 3 days a week (M, W, TH) in our San Francisco office is required.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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.
Role Overview
Design, build, and operate the server-side systems that power our screen recording platform. This role focuses on developing scalable, reliable backend services and APIs that support recording session orchestration, large file ingestion, and secure data handling. You will be a core contributor to a Java-based, cloud-native microservices architecture that supports real-time and asynchronous workloads at scale.
Key Responsibilities
Service & API Development
- Develop and maintain backend services using Java and Spring Boot for well-defined modules.
- Build and enhance RESTful APIs for platform features such as session lifecycle, uploads, and user management.
- Implement file and chunk upload workflows with basic retry and error handling mechanisms (following existing patterns).
- Work with cloud-managed databases to ensure efficient data storage and retrieval.
- Integrate authentication and authorization mechanisms using established frameworks and guidelines.
Architecture, Quality & Reliability
- Develop a solid understanding of the existing microservices architecture and service interactions.
- Contribute to low-to-medium complexity design discussions within the team.
- Write clean, modular, and testable code with appropriate unit and integration tests.
- Actively participate in code reviews, both giving and incorporating feedback.
- Implement basic logging, metrics, and monitoring hooks as per team standards.
- Identify and fix performance bottlenecks in owned components.
Data Handling & Reliability
- Implement reliable data handling logic (e.g., retries, validation, error handling) using established patterns.
- Ensure data consistency and correctness within owned services.
- Handle moderate-scale data flows with guidance on edge cases (e.g., partial failures, duplication).
Collaboration & Execution
- Collaborate closely with frontend, desktop, and backend engineers to deliver features end-to-end.
- Participate in sprint planning, task breakdown, and estimation.
- Communicate progress, blockers, and risks clearly and proactively.
- Work with QA and product teams to ensure feature completeness and quality.
Incident Handling & Debugging
- Assist in incident response and root cause analysis for production issues.
- Fix bugs and ensure proper regression coverage.
- Escalate complex issues appropriately with sufficient context.
Technical Stack
- Language: Java
- Frameworks: Spring Boot, Spring Security, Spring Data
- Cloud: Google Cloud Platform (GCP) or Amazon Web Services (AWS)
- Databases:
- NoSQL (e.g., Google Cloud Datastore, DynamoDB)
- Relational (e.g., PostgreSQL, MySQL)
- Messaging & Async Processing:
- Pub/Sub, Kafka, or similar distributed messaging systems
- Testing:
- JUnit, Mockito, Spring Test
- Containerization & Orchestration:
- Docker, Kubernetes
Required Qualifications
- 3+ years of experience in backend software development.
- Strong proficiency in Java and the Spring Boot ecosystem.
- Hands-on experience designing and implementing RESTful APIs.
- Experience working with cloud platforms (GCP or AWS).
- Familiarity with both SQL and NoSQL databases.
- Solid understanding of testing, debugging, and production readiness.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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 Software Engineer (Bengaluru)
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 self.
The team
The product engineering team drives the realization of practical AI solutions for the contact centre environment. Our existing Studio product stack is built on PHP/Laravel, Python and Vue.js technology deployed in private and public clouds. We leverage the latest cloud AI services such as Azure OpenAI, Google AI APIs, IBM Watson and Amazon Lex.
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 and accomplishes tasks at super-human speeds, while also blending in live human agents for the many cases when a human touch is needed. Our AI agents will assist the live agents too and help supervisors and managers get the most out of their mix of human and AI labor.
The role of Senior Software Engineer is for the Studio Innovations team, which modernizes existing Studio product. This team keeps our production systems stable, secure, and performing at their best, handling everything from enhancement of the existing studio product to modernize it into Java microservices on the GCP cloud.
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.
Role purpose
The role of a Senior Software Engineer in the R&D AI Automation Team is to design, develop, and maintain the software solution (Studio) with drag-drop flow builder and execution engine that integrates multiple channels like voice, SMS, and chatbot with the Five9 contact centre voice solution. This role would be a key developer role to modernize and re-architect the existing Studio product to use Java microservices on GCP. The Senior engineer's responsibilities include software design and development, testing and documentation across our backend, front-end and interaction management platforms to deliver end-to-end features, work with product owners and designers to expand the feature set and create high-quality user interfaces, take operational responsibility for the performance and quality of services owned by your team, potentially including taking part in an on-call rotation, deep dive into cutting edge technologies and work with the products team to transfer ideas into products.
How you contribute
- Understands various programming languages, frameworks, and development methodologies, which allow you to make informed decisions and solve complex technical challenges.
- Help create blueprints that outline how different components of the system will interact, ensuring scalability, maintainability, and performance
- Writing high-quality, efficient, and maintainable code that serves the purpose of scaling and tenancy management. Should follow coding best practices and contribute to developing software modules, features, and functionalities.
- Contribute to production incident management and debugging complex issues using knowledge of monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc.
- Mentor junior engineers, helping them develop their skills and grow as professionals. This fosters a culture of continuous learning and collaboration within the team.
- Ensure that the development stays on track, milestones are met, and the project aligns with business objectives.
- Collaborate with cross-functional teams, including product managers, designers, and quality assurance professionals, to ensure that everyone is aligned on project goals and progress.
Skills, competencies and qualifications
Required:
- 5+ years of designing and developing high traffic distributed and scalable systems on a cloud-based platform (GCP. AWS or Azure) in a SaaS company. Hands-on expertise in cloud-native backend microservices with Java & backend frameworks like Spring Boot.
- Highly proficient in a variety of programming languages, including but not limited to Java, PHP, Javascript, Python or others as required.
- Experience with web development technologies such as HTML, CSS, JavaScript, and modern front-end frameworks like Vue.js or React.
- Strong observability and monitoring exposure by monitoring tools, logging systems, and application performance management like New Relic, Grafana, Prometheus etc.
- Expertise in databases (SQL and NoSQL), and their optimization techniques.
- Expertise in CI/CD, Containerization and Kubernetes.
- Awareness of web security best practices and the ability to implement security measures to protect applications and data.
- Ability to deploy and monitor applications in production along with diagnosing any technical issues.
- A portfolio of past projects showcasing full-stack development skills.
- Ability to work independently and as part of a collaborative team.
- Strong commitment to delivering high-quality code and solutions on time and within scope.
Educational qualifications
- Bachelor's degree in computer science, engineering, or related field
Desirable:
- Experience with PHP.
- Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous.
Other requirements
- This position requires the ability to be On Call.
Key relationships
There are no direct reports to this role.
Key stakeholders include:
- Service owners and their teams.
- Technical leadership and senior management, including VPs.
- Engineering teams.
- Network and Telecom teams.
- Customer service teams.
- Compliance and infosec teams.
Reporting Structure
- This position reports to the Senior Engineering Manager
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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 been at the forefront of the cloud transformation in contact centers, enabling organizations to transition from legacy on‑premise systems to modern cloud-based solutions. The cloud contact center space is now a major hub for innovation in real-time communications and a leading area for the application of Artificial Intelligence—especially Generative AI and Large Language Models (LLMs).
Our Studio Product Engineering team develops a suite of cutting‑edge AI products that leverage industry-leading AI technologies from OpenAI, Google, IBM Watson, and Amazon, integrated seamlessly into Five9’s robust microservices platform.
Our vision is to reimagine the way customers connect with brands. Our AI agents will deliver delightful, highly efficient self‑service experiences at super-human speed, while intelligently incorporating live agents whenever human interaction is required. These AI agents will also support live agents and empower supervisors and managers to optimize their blend of human and AI resources.
This position is based out of one of the offices of our affiliate Acqueon Technologies in India and will follow the hybrid work model of that location.
Role Purpose
As a Staff Software Engineer, you will be a hands-on technical leader and role model within the team. You will influence architecture, design, and development across multiple products, ensuring alignment with both technology strategy and business goals.
This role requires someone who can take a broad view across teams, make sound trade-offs, build alignment, and drive progress toward shared objectives. You will actively contribute code, review the work of others, and be at the forefront of applying AI to accelerate software development.
You will provide architectural guidance, lead performance optimization initiatives, and improve the reliability and quality of our products and services. A strong background in designing distributed, scalable systems on cloud platforms such as GCP, AWS, or Azure is essential.
Key Responsibilities
Technical Leadership
- Take deep ownership of all aspects of product software engineering, including feature development, technical debt management, production incident response, and contribution to architecture and technology roadmaps.
- Provide mentorship and strong technical leadership to local engineering teams.
- Serve as the go‑to expert for engineering leaders on complex, high‑impact technical challenges.
Feature and Architecture Ownership
- Own end-to-end design and implementation of features, including scope definition, backlog refinement, and timely delivery.
- Propose architecture enhancements and lead technical discussions across engineering, product, and QA teams.
- Be responsible for the full software lifecycle—development, deployment, and production operations.
- Ensure strong observability and proactively resolve functional and non‑functional issues that impact customer experience.
Hands-on Development
- Write clean, maintainable code to deliver new product features based on product and customer needs.
- Establish and maintain coding standards, shared libraries, and engineering best practices.
- Review code contributions from peers.
- Use AI to speed up development and coach others on effective usage.
Production Incident Resolution
- Lead investigations and deep root cause analyses for production issues.
- Ensure timely, high-quality resolutions that improve system stability and long-term reliability.
Cross-functional Collaboration & Communication
- Work closely with senior leadership—including the Five9 CTO—along with Architecture, Product Management, Customer Support, FDE, and Professional Services teams.
- Communicate clearly and effectively with both technical and non‑technical stakeholders.
- Provide regular updates to senior leadership on system health, team progress, and ongoing initiatives.
- During production incidents, clearly articulate impact and resolution timelines.
Required Skills
Technical Expertise
- 13+ years of experience designing and developing distributed, scalable systems on cloud platforms (GCP, AWS, or Azure) within a SaaS environment.
- Hands-on expertise with cloud-native backend microservices using Java and Spring Boot.
- Ability to create architecture designs, diagrams, and workflows for implementation.
- Highly proficient in multiple programming languages: Java, Python, JavaScript, and others as required.
- Strong expertise in server-side technologies, databases (SQL and NoSQL), caching, and backend frameworks such as Spring Boot.
- Extensive experience with microservices architecture, distributed systems, and running mission-critical software in production.
- Strong hands-on experience with Kubernetes, CI/CD pipelines, and containerized deployment processes.
- Solid understanding of web application security principles and best practices.
- Strong experience with version control (Git) and modern CI/CD and deployment practices.
- Experience with cloud architectures that separate compute from storage.
System Operations
- Experience in production incident management and debugging complex technical issues.
- Proficiency with monitoring, logging, and APM tools such as New Relic, Grafana, and Prometheus.
- Strong understanding of cloud platforms (AWS, GCP, or Azure) and containerization.
- Experience with dependency management and planning upgrades.
- Familiarity with vulnerability scanning tools and security remediation workflows.
Educational Qualifications
- Bachelor’s degree in Computer Science, Engineering, or a related field (Master’s preferred).
Desirable
- Experience with PHP & Laravel.
- Experience with HTML, CSS, JavaScript, and modern frontend frameworks such as Vue.js or React.
- Experience with Contact Centre, IVR, Virtual Agents, VoIP, or telecom service provider environments.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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
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.
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.
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.
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.
Other Requirements
- This role requires participation in an on‑call rotation.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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.
Agentic Engineering Team
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.
Five9 has led the cloud revolution in contact centers, helping organisations 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). Five9 has established itself as a leader in this market and has recently launched its AI Agents, providing the next-generation of self-service and customer experience.
Five9 is establishing an Agentic Engineering team in Bangalore, India. This team will sit on the bleeding edge of AI technology, and be responsible for the development of AI Agents on top of the Five9 platform. The team will own the entire lifecycle of AI Agent development, from requirements to development to testing to deployment to ongoing maintenance and improvement. Members of the team will utilize skills in prompt engineering, prompt design, agent and multi-agent architectures, function calling, and tool definition to build best-of-breed AI agents for real-world use cases. Prior experience in AI Agent development is highly desirable but not required.
Key Responsibilities:
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responsible for the development and testing of AI Agents for B2B customer experience use cases in healthcare, financial services, retail and beyond, which will become part of the product and available to Five9 customers globally to use with their customers
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Maintain expertise – through ongoing review of academic papers and competitive analysis of vendors – in the latest-and-greatest algorithms, techniques, and architectures for AI Agent design, and apply those to build best-in-class AI Agents
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Interface with customers and customer facing teams to understand requirements and use cases for which the AI Agent needs to satisfy
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Partner with the engineering team building the AI Agent platform, providing feedback on improvements that improve agent performance and reduce time to implement
Requirements:
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3+ years of experience in development of conversational AI applications for customer service space, such as for healthcare, financial services or retail organizations
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5+ years experience in customer-facing technical roles, such as professional services, customer support, technical account management, solutions consulting, technical sales, and so on
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Experience with commercial products used for the development of customer support and customer experience (CX) applications, such as Google Dialogflow, IBM Watson, Kore.ai, Five9, Genesys, NICE, Amelia, Omelia, and so on
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Expertise in conversational AI technologies, including speech recognition, speech synthesis, natural language processing, and large language models. Experience in creating such models is not required, only experience in using them
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Experience with AI Agent technologies, including prompt engineering, MCP, A2A, ReACT, LangChain, LangGraph, CrewAI, AutoGPT, Open Agents, Semantic Kernel, RAG, fine-tuning, and embeddings, is highly desired but not required
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Strong communication skills, including written and verbal communication in English
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Experience in hiring and building teams from scratch, including the usage of contractors
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Bachelor’s or Master’s degree in Computer Science or equivalent work experience
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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 Software Engineer in AI - Java Spring, backend
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. 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. Five9 has led the charge with its Genius AI platform. Five9 offers a high-energy environment with lots of room for personal and professional growth. Our innovative AI team is seeking a talented and experienced Senior Full Stack Software Engineer. In this role, you will be part of the team that builds software that brings AI technologies to users. Prior AI experience is not required - you will have the opportunity to integrate with AI technologies from vendors like Azure, OpenAI, Google, Databricks, IBM, and Amazon, and thus receive on-the-job experience for some of the hottest skills on the market. An ideal candidate for us is an experienced engineer who is passionate about building high performance web platforms and applications, a brilliant problem solver and a creative self-starter.
Key Responsibilities:
- Be part of an agile team developing a scalable, highly available application platform using modern PaaS platforms such as GCP.
- Utilizing Java Spring Framework, Spring Boot and reactive programming pattern for creation of highly scalable, robust microservices.
- Participate and contribute to requirements analysis and feature grooming.
- Understand how to leverage PaaS components, such as message buses, cloud functions (lambdas), and noSQL databases when developing software in order to achieve scalability, reliability, and operability.
- End-to-end feature development from UI implementation all the way through the middleware and backend platform.
- Document and communicate clearly architecture and implementation solutions.
- Have ownership of your code in production, including on-call, troubleshooting.
Key Skills:
- 5+ years software development experience.
- Highly proficient in Java – Spring Framework, Spring Boot, reactive programming (desirably, but not required to have experience with rxjava or similar) and JavaScript.
- Experience with PaaS hosted relational and no-SQL databases (mySQL, BigQuery, DataStore, etc)
- Familiarity with vibe coding using different AI tools like Claud Code,
- Experience in developing automated test cases with modern tools such as Junit.
- Experience in operational code ownership – on-call, troubleshooting, uptime.
- Experience in applying design patterns and separating concerns in a distributed system.
- Experience with Web Technologies (HTML, CSS, DOM, JavaScript) and web standards (HTML5)
- Familiarity with client-side JavaScript Toolkits such as React is a plus but not required.
- Must have experience working within an Agile/Scrum team.
- Positive, self-motivated and enthusiastic attitude with a strong sense of ownership.
- Strong proactive communication skills, both verbal and written.
- Design and manage data pipelines to process AI-generated insights, ensuring reliable data flow, quality, and actionable outputs for decision-making.
- AI skills in speech recognition and natural language processing are a plus but not required.
- Experience in contact center software is a plus but not required.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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.
About Five9
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. 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. Five9 has led the charge with its Genius AI platform. Five9 offers a high-energy environment with lots of room for personal and professional growth. Our innovative AI team is seeking a talented and experienced Senior Full Stack Software Engineer. In this role, you will be part of the team that builds software that brings AI technologies to users. Prior AI experience is not required - you will have the opportunity to integrate with AI technologies from vendors like Azure, OpenAI, Google, Databricks, IBM, and Amazon, and thus receive on-the-job experience for some of the hottest skills on the market. An ideal candidate for us is an experienced engineer who is passionate about building high performance web platforms and applications, a brilliant problem solver and a creative self-starter.
Role Overview
As a Senior Software Engineer, you will be part of the team that builds software that brings AI technologies to users. You will work on building high performance web platforms and applications, contributing to scalable and highly available systems, and collaborating with cross-functional teams in an agile environment while owning your code in production.
Key Responsibilities
- Implement UX designs by working with UX Designers on a day-to-day basis, using React/Redux based framework.
- Be part of an agile team to develop a scalable, highly available application platform using modern PaaS platforms such as GCP.
- Participate and contribute to requirements analysis and grooming.
- Understand how to leverage PaaS components, such as CDN, noSQL databases when developing software in order to achieve scalability, reliability, and operability.
- Ability to build custom widgets for dashboards developed using Google Looker Studio plugins is a plus, but not required.
- Document and communicate clearly architecture and implementation solutions.
- Have ownership of your code in production, including on-call, troubleshooting.
Qualifications & Skills
- 5+ years software development experience.
- React/Redux focus.
- Highly proficient in JavaScript and Java.
- Experience with PaaS hosted relational and no-SQL databases.
- Desirable, but not required, experience with custom widget development using Google Looker Studio.
- Experience in operational code ownership – on-call, troubleshooting, uptime.
- Experience in applying modern UI design patterns and separating concerns in a distributed system.
- Must have experience working within an Agile/Scrum team.
- Positive, self-motivated and enthusiastic attitude with a strong sense of ownership.
- Strong pro-active communication skills, both verbal and written.
- AI skills in speech recognition and natural language processing are a plus but not required.
- Experience in contact center software is a plus but not required.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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.
As VP of Engineering, AI Innovations, you will lead the our team of talented software developers that are responsible for Five9’s AI Insights, Agent Assist and GenAI Studio products. These products are in widespread usage today. You will be responsible for directing the next phase of the evolution of these products, significantly expanding their feature sets, improving their capabilities with the latest and greatest in AI technologies, and expanding their reach to more customers with better scale and enterprise capability. You’ll take end-to-end ownership, from development through operations.
Required Work Experience:
- 10+ years experience in engineering management.
- Experience leading Engineering delivery for Customer Experience AI products, including Agent Assistance, AI Agents, and Conversational Analytics.
Required Skills
- Technical Skills
AI / ML / GenAI Expertise
- Deep understanding of modern AI architectures: LLMs, RAG systems, embeddings, vector databases, multimodal models.
- Practical experience integrating LLMs into production systems, including prompt orchestration, function calling, structured outputs, and multi-agent workflows.
- Familiarity with model evaluation, A/B testing, safety techniques, latency/throughput trade-offs, and observability for AI systems.
- Understanding of fine-tuning, distillation, and model optimization (quantization, pruning, MoE, etc.).
- Experience with applied ML for NLP, ASR/TTS, NLU, and agent-assist use cases preferred.
Software Engineering Foundations
- Expert-level proficiency in Java and JVM-based ecosystems.
- Strong command of modern distributed systems design: microservices, event-driven architectures, concurrency, and fault tolerance.
- Experience in development and operations of software in public cloud (AWS, GCP, Azure). Nice-to-have: experience with Google Cloud Platform (GCP)
- Experience building highly scalable, low-latency systems for enterprise SaaS.
- Strong understanding of API design (REST, gRPC), SDKs, and integrations with enterprise systems.
- Proficiency with CI/CD (GitHub Actions, Jenkins, Spinnaker, etc.) and Infrastructure as Code (Terraform).
Operational Excellence
- Deep knowledge of SRE principles: SLIs/SLOs, incident management, error budgets.
- Experience running 24×7 production systems at scale, ideally in multi-region global deployments.
- Expertise in security, privacy, and compliance relevant to CCaaS environments (SOC2, GDPR, HIPAA, FedRAMP preferred).
- Solid grasp of network fundamentals (TCP/IP, HTTP/2/3, WebRTC basics, load balancing).
- People & Leadership Skills
Engineering Leadership
- Proven ability to lead, mentor, and grow high-performing engineering teams across multiple disciplines (backend, ML, frontend, DevOps, SRE).
- Track record of hiring top-tier engineering leaders and technologists.
- Ability to create a culture of excellence—high velocity, high quality, and accountability.
- Strong conflict-resolution skills; able to navigate ambiguity and align cross-functional teams.
Collaboration & Communication
- Exceptional written and verbal communication skills; able to clearly articulate vision, architecture, and trade-offs to both technical and non-technical audiences.
- Comfortable partnering with Product, Design, Sales Engineering, Customer Success, and Executive Leadership.
- Ability to inspire teams with a compelling technical vision and roadmap.
Customer-Centric Mindset
- Deep empathy for customers and agents using Five9’s AI products.
- Experience engaging customers directly to gather insights and validate direction.
- Ability to translate customer problems into clear technical strategies and roadmaps.
- Organizational & Strategic Skills
Vision and Strategy
- Ability to define and execute the long-range engineering strategy.
- Strong understanding of the AI competitive landscape; able to guide build-vs-buy decisions and partner evaluations.
- Experience driving architectural modernization initiatives to scale AI products.
Execution & Delivery
- Mastery of engineering execution frameworks—OKRs, agile methodologies, metrics-driven management.
- Ability to balance innovation with reliability, velocity, and long-term maintainability.
- Skilled in managing large, multi-quarter programs and cross-org dependencies.
Budgeting and Resource Planning
- Proficiency with capacity planning, headcount allocation, staffing strategy, and forecasting infrastructure costs.
- Experience negotiating vendor contracts, including AI model providers and cloud services.
Change Management
- Ability to lead through rapid growth, shifts in technology, and organizational restructuring.
- Experience merging teams, establishing new engineering sites, and building distributed engineering organizations.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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.
Join us at the forefront of innovation as we build the future of AI. Our team, AI - Agentic Trust, is on a mission to create the world's leading Agentic Quality Management platform. We are pioneers, thinkers, and builders, dedicated to pushing the boundaries of what's possible in artificial intelligence. Our mindset is built on a foundation of critical thinking and relentless curiosity—we question everything to ensure we build truly exceptional solutions. If you thrive in a collaborative, team-first environment where your voice is heard and your ideas can shape the future, you belong with us.
As a Senior Software Engineer in the Agentic Trust team, you will be a key architect and builder of our next-generation quality management platform. Your role is to design, develop, and maintain a highly concurrent, high-throughput platform designed for massive scale on Google Cloud Platform (GCP). This isn't just a coding position; we are looking for a strategic thinker who excels at architecting complex, distributed systems and leveraging the full power of AI-assisted coding tools. You will be instrumental in delivering the core components of a system that will redefine trust and quality in AI agents.
Take a leading role in the design and architecture of cloud-native, distributed systems, applying a critical eye to solve challenges of scale and concurrency.
Write high-quality, efficient, and maintainable code in Java, working with SQL and NoSQL databases within the GCP ecosystem.
Embrace and champion a "question everything" mindset, actively participating in deep discussions to explore, challenge, and refine requirements.
Skills, Competencies, and Qualifications
Required:
- Minimum of 5 years of professional experience in software engineering, with a strong focus on backend development.
- Expert-level proficiency in Java.
- Proven experience designing and building highly concurrent, high-throughput distributed systems.
- Strong understanding of architectural patterns suited for scalability and resilience, such as Event-Driven Architecture (EDA), CQRS, and the Outbox Pattern.
- Deep experience with SQL and NoSQL databases, coupled with knowledge of advanced caching strategies for performance optimization.
- Proven experience designing and building solutions on Google Cloud Platform (GCP).
- Mandatory, hands-on experience using AI coding assistants (e.g., GitHub Copilot, Claude) as an integral part of your development process.
- Strong architectural and critical thinking skills.
- Exceptional communication and stakeholder management skills.
- A collaborative, team-first mindset with a passion for discussion, exploration, and creative problem-solving.
- Bachelor’s degree (or equivalent) in Computer Science, Engineering, or a related discipline.
- Experience with contact centers, VoIP, or telecommunications.
- Familiarity with building and managing multi-tenant systems.
- Experience with Kubernetes and modern CI/CD pipelines.
Key Relationships
This role reports within the engineering management structure and has no direct reports.
Key stakeholders include:
- AI and Product leadership.
- Engineering and architecture teams.
- Technical leadership and senior management.
- Compliance and Information Security teams.
Benefits:
- Five9 Shares
- Bonus Scheme
- 10% Flexi Benefit
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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 Agents will lead the development and delivery of Five9’s 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 role is responsible for building and managing a high-performing engineering team that develops scalable, reliable, and production-grade AI-powered systems used in real-time customer conversations.
You will be responsible for hiring 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 teamof 4-8 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 software architecture 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 by defining and reviewing SLO/SLI's, developing metrics to measuring as such and maintainingfor 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, SRE, Forward 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 them wherebeneficial
- 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
- Experience participatingin 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
- Bachelor’s or advanced degree in Computer Science, Computer Engineering, or similar
- Strong track recordin hiring outstanding software development teams, through rigorous interviewing and vetting processes – either as the hiring manager or as part of interview panels
Desired Experience
- 1-2 years experience building AI Agent platforms for CX, including voicebots, 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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
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.
As Vice President of Data Science, you will lead and grow our in-house data science team. This team is responsible for research, experimentation, data collection and curation, and data analysis that contributes to the performance of Five9’s AI products. Tasks include evaluation of and selection of AI agent architectural frameworks, evaluation and comparison of LLM models across commercial and open source choices, model fine-tuning for dedicated tasks, prompt engineering, prompt structure and design, and composite model definitions and evaluations. The scale of Five9 provides a wealth of data that data science team has access to. The data science team is very much applied – their work directly makes its way into real products providing direct customer benefit.
As lead of this team, you will take complete ownership of the technical and operational direction of the organization, including growing to team to meet increased demand for its capabilities.
Key Responsibilities:
- Technical Direction Setting: As an expert in the leading edge of AI and data science, you will direct the team on the methodologies, practices, algorithms, experiments and processes they perform.
- Hands On: You are expected to also be hands on, not just a manger, and be directly responsible for some amount of the technical work in addition to directing the team.
- Organizational Growth: You will be tasked with growing the team, and ensuring we have the right talent to accomplish our goals.
- Collaborator and Spokesperson: You will act as an internal and external spokesperson for data science, and collaborate with stakeholders across the company. Internally, you will be expected to meet with product managers, executives and estaff, and be able to converse effectively with them. You will also occasionally meet with customers to understand how Five9 products, and the data science behind them, impacts the customers. You are expected to participate in industry activities, including publication of blog posts and papers, along with participation in AI conferences.
Technical Expertise:
- 12+ years experience in data science or AI applied research, ideally at a best-in-class applied research organization.
- Deep Expertise in Modern AI/ML
- Extensive hands-on experience with LLMs, agentic architectures, retrieval-augmented systems, transformers, and composite model pipelines.
- Strong understanding of commercial and open-source model ecosystems (e.g., OpenAI, Anthropic, Google, Meta, Mistral), including evaluation, benchmarking, and tradeoff analysis.
- Model Development & Optimization
- Proven ability to perform fine-tuning, supervised/unsupervised training, prompt engineering, prompt optimization, and model orchestration for real-world use cases.
- Experience designing evaluation frameworks, experiment methodologies, and robust model comparison workflows.
- Data Engineering & Curation
- Expertise in large-scale data collection, labeling, cleaning, and curation pipelines, preferably with conversational or unstructured text data.
- Familiarity with tools and techniques for data quality assessment, dataset versioning, and data governance.
- Applied Data Science & Analytics
- Strong proficiency in statistical analysis, A/B experimentation, causal inference, and performance measurement.
- Demonstrated success turning data insights into product improvements that drive measurable business outcomes.
- Software Development & Systems Thinking
- Ability to work with engineering teams using modern software practices (Python, data platforms, cloud-native environments, APIs, ML Ops tooling).
- Understanding of production ML systems, deployment patterns, monitoring, and safety/guardrail design.
People & Collaboration Skills:
- Cross-Functional Partnering
- Ability to collaborate effectively with product managers, engineering leaders, UX, and GTM teams to translate business needs into data science strategies.
- Adept at explaining complex technical concepts to executives, customers, and non-technical stakeholders.
- Communication & Storytelling
- Exceptional written and verbal communication skills, including ability to publish thought leadership (papers, blog posts) and present at conferences.
- Team Development & Mentorship
- Passion for mentoring senior and junior data scientists, fostering technical excellence, and building a culture of experimentation and rigorous thinking.
- Customer Empathy
- Experience engaging directly with customers to understand their needs, gather feedback, and translate insights into product or model improvements.
Leadership & Strategic Skills:
- Vision Setting & Direction
- Ability to define the data science strategy for AI Agents and customer experience products, aligning with corporate priorities and market opportunities.
- Hands-On Leadership
- Comfortable being an active contributor—writing code, running experiments, reviewing research—while simultaneously guiding the team’s overall direction.
- Organizational Scaling
- Experience hiring, scaling, and structuring high-performing data science teams across multiple geographies.
- Operational Excellence
- Ability to build processes for experimentation, model evaluation, data quality management, and continuous delivery of data science innovation into product.
- Executive Presence & Influence
- Skilled at influencing E-staff and senior leadership, defending technical decisions, shaping product strategy, and representing data science internally and externally.
- Ethics, Safety & Risk Awareness
- Deep understanding of responsible AI principles, privacy considerations, and model safety, including evaluating risks when operating at enterprise scale.
Educational Requirements:
Advanced degree in a quantitative or technical field, such as:
- Ph.D. in Computer Science, Machine Learning, Artificial Intelligence, Statistics, Applied Mathematics, Electrical Engineering, Computational Linguistics, or a related field.
- Master’s degree in one of the above fields with significant applied industry experience in AI/ML leadership roles.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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