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  

Job Title: AI Applications Engineer II

Location: Bangalore/ Chennai (Hybrid)

About the Role

We’re looking for a passionate AI Applications Engineer II to join our growing Enterprise AI Team. In this role, you’ll help manage, support, and optimize our Google Gemini Enterprise agentic AI platform, ensuring it operates securely, efficiently, and at scale across the organization.

You’ll spend most of your time focused on Gemini Enterprise platform administration, governance, and support, along with some dedicated time to enhancing/building/doing POC work on agentic and automation projects that furthers performance, user experience, and integration with Five9 enterprise systems.

If you’re driven by innovation, precision, and the opportunity to shape how AI supports a global business, this is the role for you.

Key Responsibilities

• Administer, configure, and optimize Gemini Enterprise and related AI agentic functionality to ensure seamless performance and compliance within Five9 environments.
• Manage user provisioning, license assignments, access controls, and security policies, ensuring consistency with IT, Infosec and compliance governance standards.
• Oversee appropriate Google Cloud Platform (GCP) resources — including Project services, AI/ML engine, storage, and Gemini AI models — focusing on reliability, performance, and cost management.
• Support cloud run workflows, CI/CD automation pipelines, and containerized environments, leveraging tools such as Terraform, Docker, and Kubernetes.
• Partner with data engineers, DevOps teams, and business stakeholders to troubleshoot issues, implement updates, and ensure timely support for production workloads.
• Conduct prompt engineering and workflow optimization to improve agentic AI accuracy, responsiveness, and relevance.
• Maintain and update documentation, runbooks, and best practice guides for platform operations, deployment, and support.
• Deliver training and enablement sessions to end users and power users on Gemini Enterprise capabilities and AI use cases.
• Continuously evaluate emerging Google AI and Gemini agentic technologies, recommending improvements that enhance scalability and automation.

Key Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field (AI or data systems focus preferred).
• Minimum of 3 years of GCP experience supporting or developing AI/ML solutions on Google platform.
• Hands on experience with AI/ ML solutions/apps and operational best practices (ML Ops experience is advantageous).
• Proficiency with GCP services such as Compute Engine, IAM, Kubernetes, VPC, BQ, etc.
• Experience in automation and scripting using Python, Bash, and Infrastructure as Code (IaC) tools such as Terraform or Deployment Manager.
• Familiarity with Gemini Enterprise or similar enterprise AI frameworks, including prompt engineering, AI agent configuration, and data governance.
• Strong understanding of security, compliance, and auditing practices, including DLP, Access Transparency, and data residency standards.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong interpersonal and communication abilities, with the capacity to explain technical topics to non-technical audiences.
• A passion for innovation, continuous learning, and driving impactful AI adoption across the enterprise.

Why You’ll Love Working Here

• Be part of a forward-thinking Enterprise AI Team, driving next-generation innovation across the company.
• Work hands-on with cutting-edge technologies like Google Gemini Enterprise and other agentic AI tools that power real-world business applications.
• Collaborate with skilled engineers, data scientists, and business leaders on high-visibility projects that make a measurable impact.
• Enjoy a culture that values experimentation, continuous learning, and teamwork, with opportunities to grow your skills in cloud operations and AI engineering.
• Play a key role in transforming enterprise workflows through AI innovation, scalability, and operational excellence.

Job Title: AI Applications Engineer II

Location: Bangalore/ Chennai, India

About the Role

We’re looking for a passionate AI Applications Engineer II to join our growing Enterprise AI Team. In this role, you’ll help manage, support, and optimize our Google Gemini Enterprise agentic AI platform, ensuring it operates securely, efficiently, and at scale across the organization.

You’ll spend most of your time focused on Gemini Enterprise platform administration, governance, and support, along with some dedicated time to enhancing/building/doing POC work on agentic and automation projects that furthers performance, user experience, and integration with Five9 enterprise systems.

If you’re driven by innovation, precision, and the opportunity to shape how AI supports a global business, this is the role for you.

Key Responsibilities

• Administer, configure, and optimize Gemini Enterprise and related AI agentic functionality to ensure seamless performance and compliance within Five9 environments.
• Manage user provisioning, license assignments, access controls, and security policies, ensuring consistency with IT, Infosec and compliance governance standards.
• Oversee appropriate Google Cloud Platform (GCP) resources — including Project services, AI/ML engine, storage, and Gemini AI models — focusing on reliability, performance, and cost management.
• Support cloud run workflows, CI/CD automation pipelines, and containerized environments, leveraging tools such as Terraform, Docker, and Kubernetes.
• Partner with data engineers, DevOps teams, and business stakeholders to troubleshoot issues, implement updates, and ensure timely support for production workloads.
• Conduct prompt engineering and workflow optimization to improve agentic AI accuracy, responsiveness, and relevance.
• Maintain and update documentation, runbooks, and best practice guides for platform operations, deployment, and support.
• Deliver training and enablement sessions to end users and power users on Gemini Enterprise capabilities and AI use cases.
• Continuously evaluate emerging Google AI and Gemini agentic technologies, recommending improvements that enhance scalability and automation.

Key Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field (AI or data systems focus preferred).
• Minimum of 3 years of GCP experience supporting or developing AI/ML solutions on Google platform.
• Hands on experience with AI/ ML solutions/apps and operational best practices (ML Ops experience is advantageous).
• Proficiency with GCP services such as Compute Engine, IAM, Kubernetes, VPC, BQ, etc.
• Experience in automation and scripting using Python, Bash, and Infrastructure as Code (IaC) tools such as Terraform or Deployment Manager.
• Familiarity with Gemini Enterprise or similar enterprise AI frameworks, including prompt engineering, AI agent configuration, and data governance.
• Strong understanding of security, compliance, and auditing practices, including DLP, Access Transparency, and data residency standards.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong interpersonal and communication abilities, with the capacity to explain technical topics to non-technical audiences.
• A passion for innovation, continuous learning, and driving impactful AI adoption across the enterprise.

Why You’ll Love Working Here

• Be part of a forward-thinking Enterprise AI Team, driving next-generation innovation across the company.
• Work hands-on with cutting-edge technologies like Google Gemini Enterprise and other agentic AI tools that power real-world business applications.
• Collaborate with skilled engineers, data scientists, and business leaders on high-visibility projects that make a measurable impact.
• Enjoy a culture that values experimentation, continuous learning, and teamwork, with opportunities to grow your skills in cloud operations and AI engineering.
• Play a key role in transforming enterprise workflows through AI innovation, scalability, and operational excellence.

Key Responsibilities:

• Develop and implement governance strategies, policies, frameworks, and procedures in a multi-cloud environment (GCP, AWS, Azure) to standardize business operations and ensure compliance with regulatory requirements and regulations (SOC 2, HIPAA, GDPR, FedRAMP)

• Work with security teams to effectively enforce Identity and Access Management (IAM) policies and network security best practices across the organization

• Develop and maintain dashboards that would track cloud governance metrics such as security posture, timely key rotation, and compliance

• Collaborate with diverse stakeholders to identify service level objectives (SLOs), key performance indicators (KPIs), and metrics for measuring operational efficiency and compliance

• Work closely with IT, Finance, Security, DevOps, Cloud Architects, and Product Engineering development teams to maintain consistent governance controls across all environments

* This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

Requirements:

• 3+ years of working in cloud environment (experience with GCP is highly preferred)

• 3+ years of working with modern public cloud services such as EC2, VPC, S3/GCS, IAM, and AWS/GCP CLI

• Hands-on experience with cloud security controls, identity and access management (IAM), network security, encryption, and data protection tools such as GCP Organization Policy, AWS Config, or Azure Policy

• Proficiency in CI/CD programming, scripting (e.g., Python, PowerShell) and automation tools (e.g., Ansible) for cloud governance and infrastructure management

• Knowledge of automation principles and Infrastructure-as-Code (IaC) tools such as Terraform, AWS CloudFormation, or Azure Resource Manager (ARM)

• Experience establishing and maintaining strong working relationships with a wide variety of business groups (Development, Product, Network Engineering, Voice Engineer, Security, etc.) and being able to translate technical information into business-friendly language

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or other relevant technical field

• Knowledge of Kubernetes best practices

• Experience with Microsoft Active Directory Federation Services (ADFS)

• Experience with Okta integration

• Result orientated, self-starter

• AWS certified

• GCP certified

Senior DevOps Engineer, Cloud Platform
About the Role

We are building a scalable, cloud-native Email-as-a-Service (EaaS) platform to power automated delivery of alerts, reports, and data notifications across our product suite. You will own the infrastructure layer, defining and automating the full lifecycle of email delivery infrastructure using Terraform/OpenTofu and OpenStack/Rancher. This is a high-ownership role where your work directly enables product reliability at scale.

What You Will Do

• Design, implement, and maintain end-to-end IaC pipelines for the email service using Terraform and OpenTofu, covering provisioning, configuration, and teardown.
• Deploy and operate email service infrastructure on OpenStack and Rancher-managed Kubernetes clusters.
• Build and maintain CI/CD pipelines for infrastructure delivery and service rollouts, ensuring zero-downtime deployments.
• Define and enforce networking, DNS, TLS, and IP reputation configurations required for reliable email delivery (SPF, DKIM, DMARC).
• Implement observability stacks (metrics, logging, alerting) for email throughput, delivery rates, bounce/spam rates, and queue health.
• Manage secrets, credentials, and access controls using secrets management tooling and RBAC across environments.
• Collaborate with backend engineers to define infrastructure contracts and service interfaces.
• Conduct capacity planning, load testing, and incident response for the email platform.
• Produce clear IaC documentation, runbooks, and disaster recovery playbooks.

What We Are Looking For

• 6+ years of hands-on DevOps or platform engineering experience in production environments.
• Strong proficiency in Terraform and/or OpenTofu, including module design, state management, and remote backends.
• Solid experience with OpenStack and/or Rancher for container orchestration and VM workload management.
• Working knowledge of Kubernetes, Helm, and cloud-native deployment patterns.
• Experience with email infrastructure specifics: MTA configuration, SMTP relay, bounce handling, deliverability tuning.
• Proficiency in at least one scripting language (Python, Bash, or Go) for automation and tooling.
• Familiarity with GitOps workflows and infrastructure drift detection.
• Strong understanding of networking fundamentals: DNS, TCP/IP, load balancing, firewall rules.

Nice to Have

• Experience with open-source email platforms such as Postfix, Haraka, or similar MTAs.
• Exposure to message queue systems such as RabbitMQ or Kafka for high-volume email dispatching.
• Knowledge of email compliance and deliverability standards (CAN-SPAM, GDPR, ISP feedback loops).
• Prior experience building internal platform teams or shared infrastructure services.

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 every day 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.

Our Global Voice Team is looking for a committed, experienced Software Engineer II who is passionate about creating high-performing, scalable, and resilient mission-critical services that form the foundation of Five9’s next-generation contact center platform. You will have the opportunity to combine your existing expertise with new learnings, crafting bespoke solutions that serve our customers and partners.

Responsibilities:

• Participate in an Agile Scrum team that practices DevOps.
• Write clean, well-documented code and corresponding tests.
• Deliver your code as part of an overall solution running in the public cloud.
• Develop and enhance our Media Server to support real-time integrations with Large Language Models (LLMs) and other AI services.

Required Skills:

• 3+ years of professional experience in software development, including experience in C and/or C++.
• Hands-on experience developing software for real-time communications signaling and media protocols (e.g., SIP, RTP).
• Ability to methodically troubleshoot complex systems.
• Excellent communication and organizational skills, with a strong sense of ownership.

Technical Skills:

• Modern C++ (C++17+)
• RTP/SIP, audio codecs, SIP/SDP
• ASR/TTS integration
• AI APIs
• Cloud platforms (AWS, Azure, GCP)
• CI/CD
• Containers
• Site Reliability Engineering (SRE) principles
• AI/ML and Large Language Models (LLMs)

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 every day 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.

Our Global Voice Team is looking for a committed, experienced Software Engineer II who is passionate about creating high-performing, scalable, and resilient mission-critical services that form the foundation of Five9’s next-generation contact center platform. You will have the opportunity to combine your existing expertise with new learnings, crafting bespoke solutions that serve our customers and partners.

Responsibilities:

• Participate in an Agile Scrum team that practices DevOps.
• Write clean, well-documented code and corresponding tests.
• Deliver your code as part of an overall solution running in the public cloud.
• Develop and enhance our Media Server to support real-time integrations with Large Language Models (LLMs) and other AI services.

Required Skills:

• 3+ years of professional experience in software development, including experience in C and/or C++.
• Hands-on experience developing software for real-time communications signaling and media protocols (e.g., SIP, RTP).
• Ability to methodically troubleshoot complex systems.
• Excellent communication and organizational skills, with a strong sense of ownership.

Technical Skills:

• Modern C++ (C++17+)
• RTP/SIP, audio codecs, SIP/SDP
• ASR/TTS integration
• AI APIs
• Cloud platforms (AWS, Azure, GCP)
• CI/CD
• Containers
• Site Reliability Engineering (SRE) principles
• AI/ML and Large Language Models (LLMs)

Qualifications & Skills 

• Understand omni channel communication technologies and their role in the contact center 

• 2+ years of experience as a product support engineer 

• Good listening and comprehension skills 

• Quick on your feet while consultatively working with the end customer to implement the solution 

• A natural ability to dig in and resolve technical issues in structured manner 

• Have a commitment to excellence in taking care of our customers and expect the same from others 

• Windows operating systems, MS SQL, IIS 

• Hands-on experience on log analysis and troubleshooting 

• Familiarity with IP Networking, SQL, REST APIs, and Linux 

• Experience working with one or more contact center software suites such as Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, or Genesys 

• Previous experience with outbound contact center products is a plus. 

Key Skills 

• Contact Center Outbound 

• API 

• Linux 

• SQL 

• AWS  

Shift: Night Shift 
Work mode: Work from office 

About Five9

Five9 is a global leader in cloud software for the enterprise contact center market, powering billions of customer interactions annually. Since 2001, Five9 has been at the forefront of the cloud revolution, helping organizations deliver exceptional customer experiences, improve productivity, and achieve measurable business outcomes.

We are expanding our engineering and delivery teams in Bangalore and are seeking passionate professionals to help design, implement, and scale Five9’s next-generation cloud-native services.

Technical Support Engineer: 

Qualifications & Skills

· Understand omni-channel communication technologies and their role in the contact center

· 2+ years of experience as a product support engineer

· Good listening and comprehension skills

· Quick on your feet while consultatively working with the end customer to implement the solution

· A natural ability to dig in and resolve technical issues in structured manner

· Have a commitment to excellence in taking care of our customers and expect the same from others

· Windows operating systems, MS SQL, IIS

· Hands-on experience on log analysis and troubleshooting

· Familiarity with IP Networking, SQL, REST APIs, and Linux

· Experience working with one or more contact center software suites such as Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, or Genesys

· Previous experience with outbound contact center products is a plus.

Key Skills

· Contact Center Outbound

· API

· Linux

· SQL

· AWS

Shift: Night Shift
Work mode: Work from office

Why Five9

At Five9, we believe that technology is only as powerful as the people behind it. You’ll be part of a team that values collaboration, innovation, and accountability, and you’ll have the opportunity to make a meaningful impact on how global enterprises engage with their customers.

The Platform Engineer plays a key role within Professional Services and will lead and manage the discovery, design, configuration, and deployments of Five9 software for our Mid-Market, Enterprise and Named clients. 

Key Responsibilities: 

• Act as the customers trusted advisor by providing a consultative approach in deploying Five9 software through the project lifecycle. 

• Design solutions, create technical documents, and configure the Five9 platform based on each customer’s unique requirements.

• Troubleshoot software solutions in a wide array of configurations and customer environments. 

• Provide customized training to ensure customers have a thorough understanding of their solution. 

• Articulate the value of Five9 Professional Services through demonstrations and open discussion with customers and prospects. 

• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization. 

• Effectively communicate with internal and external stakeholders. Excellent English – spoken and written - is a must. 

• Work on a permanent night shift schedule in an eastern US time zone (EST hours). 

Key Skills: 

• Minimum of 3 to 5 years of experience in Professional Services, implementation and configuration experience in a cloud computing or telephony environment. 

• Strong experience with Software as a Service (SaaS) model. 

• Experience with implementing SaaS Contact Center solutions (NiCE, Genesys, Talkdesk or other) is required - experience deploying and/or managing Five9 software is preferred.

• Extensive knowledge of Customer Relationship Management systems (CRM) and Lead Management solutions (Salesforce, MS Dynamics, NetSuite, Zendesk and ServiceNow). 

• Knowledge and experience creating outbound dialing strategies that include integrations with CRMs and the use of API’s and/or webservices. 

• Strong experience with Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) scripting and development. Solutions frequently require the use of expressions, functions, and advanced webservices. 

• Integrations requiring code development such as JavaScript, Extensible Markup Language (XML), and Hypertext Markup Language (HTML). 

• Ability to decipher business requirements from multiple verticals and filter the information in an easily understandable format to provide an optimal configuration recommendation for individual customers. 

To support our continued growth, we are looking for a talented Talent Acquisition Coordinator to join our Talent Operations team. Reporting to the Manager, TA Operations & Programs, this role will support our India and Portugal recruiting teams with scheduling and administrative support as well as global operations initiatives.

This position requires working during IST business hours.

This is an opportunity to join an agile, service first team, driving efficiencies, supporting scalability and processes and tools ensuring a high-level, candidate and hiring manager experience.

Key Responsibilities

• Support recruiters in India and Portugal with interview scheduling.
• Coordinate interviews for candidates and interview teams across multiple time zones, ensuring timely and efficient communication.
• Act as a point of contact for resolving interview-related issues or conflicts. Address scheduling conflicts, technical difficulties, or other challenges promptly and professionally.
• Create a positive and welcoming environment for candidates, making them feel valued and supported throughout the recruitment process. Act as an ambassador for our company culture.
• Provide great customer service for our internal and external stakeholders.
• Manage our pending joiner engagement process.
• Recruiting related administrative tasks as assigned by management.

Key Requirements

• Experience with high volume interview scheduling
• Comfortable working with data and proficiency with Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Strong sense of urgency, good organizational skills, and multi-tasking capabilities
• Experience working within an Applicant Tracking System
• Ability to prioritize and meet deadlines in a rapidly changing environment
• Must be able to exercise good judgement and discretion; secure and maintain private and confidential information
• Must have the ability to work independently with minimal direct supervision as well as collaborate in a team environment
• Has a service-oriented approach, and enjoyment in providing an excellent candidate and hiring manager experience
• Bachelor’s degree or equivalent work experience

Strongly Preferred

• Experience with Greenhouse

Overview

As a Staff Engineer at Five9, you will work on core backend services that power our global cloud contact center platform. You will tackle complex engineering challenges at scale, remain deeply involved in coding, and contribute to a culture that values craftsmanship, innovation, and technical excellence—while mentoring others and shaping best practices.

What You’ll Do

• Design, develop, and optimize high-performance microservices using Java and Spring Boot
• Write clean, maintainable, and testable code with a strong focus on scalability, reliability, and performance
• Take ownership of services end-to-end — from design and implementation to deployment, monitoring, and ongoing operations
• Collaborate with architects and senior engineers on system design, technical reviews, and problem-solving
• Ensure services meet SLAs, performance metrics, and security standards
• Contribute to improving CI/CD pipelines, automation, and observability to reduce manual effort and improve service reliability
• Provide technical guidance and mentorship to mid-level and junior engineers through code reviews, pairing, and knowledge sharing
• Stay current with evolving technologies and help evaluate and adopt tools that strengthen our platform

What You Bring

• Strong debugging and problem-solving skills, with the ability to dive deep into complex production issues
• 7–10 years of development experience in Java microservices
• Deep expertise in Java, with strong experience in Spring / Spring Boot
• Proven ability to build and operate distributed, cloud-native microservices at scale
• Strong experience with GCP services (GKE, Pub/Sub, BigQuery, CockroachDB, Redis)
• Experience with Kubernetes, containerization, and CI/CD pipelines (GitLab or similar)
• Practical knowledge of SQL and NoSQL databases and caching strategies
• Solid understanding of system design, data structures, algorithms, and performance optimization
• Understanding of product architecture
• Comfortable leveraging agentic coding tools and AI-assisted development environments to enhance productivity and code quality

Nice to Have

• Experience in latency-sensitive, high-throughput systems
• Familiarity with Looker, analytics pipelines, and large-scale reporting systems
• Familiarity with Agile methodologies, JIRA, Confluence, and end-to-end testing practices
• Exposure to frontend technologies such as React and TypeScript

Technology & Tools

• Languages & Frameworks: Java, Spring, Spring Boot
• Cloud & Infrastructure: GCP (GKE, Pub/Sub, BigQuery, CockroachDB, Redis), Kubernetes
• DevOps & CI/CD: Git, GitLab CI/CD
• Collaboration & Documentation: Swagger, JIRA, Confluence

Overview

We are seeking a Director of Engineering – Digital to lead the digital transformation of our contact center technology ecosystem. This role will drive the development and implementation of cutting-edge AI-powered customer engagement platforms, cloud-based contact center solutions, and omnichannel communication strategies.

The ideal candidate will bring deep expertise in cloud contact centers (CCaaS), conversational AI, automation, and customer experience (CX) optimization, along with strong technical depth and leadership capabilities.

What You’ll Do

As a Director of Engineering at Five9, you will:

• Define and execute the technology roadmap for the digital campaign management platform, ensuring alignment with business goals
• Lead and mentor a team of engineers, fostering a culture of innovation, collaboration, and technical excellence
• Architect and oversee the development of AI-driven features that enhance connect rates and conversion rates across multiple digital channels
• Ensure scalability, security, and reliability in a multi-tenant SaaS environment
• Collaborate with product managers, designers, and data scientists to develop and deploy cutting-edge campaign optimization techniques
• Stay ahead of emerging technologies and industry trends, integrating best practices into the development process
• Establish engineering best practices, CI/CD pipelines, and DevOps methodologies to improve development velocity
• Manage engineering budgets, resource allocation, and vendor relationships
• Work closely with operations, customer service, IT, and business leaders to align digital solutions with company objectives
• Ensure 99.99% uptime, scalability, and resilience of digital platforms to handle high call volumes

What You Bring

As a Director of Engineering at Five9, you will need:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
• 12+ years of software engineering experience, with at least 5 years in a leadership role
• Proven track record of building and scaling AI-powered SaaS products, preferably in digital marketing or customer engagement domains
• Expertise in modern software architectures, cloud computing (AWS/Azure/GCP), and microservices-based development
• Strong experience with AI/ML technologies, NLP, and predictive analytics for customer engagement
• Hands-on experience with programming languages such as Java, and modern front-end frameworks such as React, with strong full-stack engineering capabilities
• Strong technical depth with the ability to be hands-on when needed, and comfort leveraging agentic coding tools and AI-assisted development environments to improve engineering productivity
• Knowledge of campaign management, customer journey automation, and omnichannel engagement strategies
• Experience working with social media and messaging APIs (e.g., WhatsApp Business API, Instagram API, etc.)
• Strong understanding of data privacy, security compliance, and scalability challenges in multi-tenant SaaS platforms
• Excellent leadership, communication, and problem-solving skills
• Experience working in a fast-paced, high-growth or startup environment
• Familiarity with A/B testing, personalization, and analytics-driven product development
• Understanding of GDPR, CCPA, and other data protection regulations

Why Join Us

• Lead the digital evolution of a high-impact contact center technology ecosystem
• Work on AI-driven automation and CX optimization with cutting-edge technologies
• Opportunity to shape the future of AI-powered customer engagement technology
• Collaborate with a talented and passionate team dedicated to innovation
• Be part of a dynamic and customer-focused organization driving innovation in customer engagement
• Competitive salary, benefits, and career growth opportunities

Job Summary

Five9 is seeking an experienced and passionate hands-on Test Automation Manager to lead a talented team of test engineers in India. The ideal candidate will be a strong technical leader with a proven track record in both people management and the design and implementation of cutting-edge test automation frameworks. You will be responsible for mentoring your team, ensuring the quality of our production systems, and driving the adoption of innovative practices, including AI-powered testing solutions.

Key Responsibilities

• Team Leadership & Mentoring:
  • Lead, mentor, and manage a team of 5-8 test automation engineers, fostering a culture of technical excellence, collaboration, and continuous improvement.
  • Conduct regular performance reviews, provide constructive feedback, and support the career development of your team members.
• Production Support:
  • Participate in an on-call roster to provide critical support for production systems during the India time zone, ensuring system stability and reliability.
  • Lead the team in troubleshooting and resolving production issues in a timely and efficient manner and acting as point of contact for escalations in India.
• Test Automation Strategy & Development:
  • Lead the design, development, and maintenance of robust and scalable test automation frameworks and practices.
  • Drive the strategy for various testing disciplines, including functional, regression, performance, and API testing.
  • Stay current with industry trends and champion the adoption of new tools and technologies to enhance testing efficiency.
• Innovation & AI Adoption:
  • Act as a key driver for innovation within the test automation group.
  • Explore, evaluate, and implement AI-powered tools and methodologies to accelerate testing cycles, improve test coverage, and enhance overall product quality.

Required Qualifications & Skills

• 8-15 years of experience in software development lifecycle involving development, testing strategy, DevOps practices with at least 3-5 years in a management or leadership role.
• People Management: Demonstrated experience in managing and mentoring engineering teams.
• Technical Expertise:
  • Strong hands-on experience with test automation frameworks and tools (e.g., Selenium, Cypress, Playwright).
  • Proficiency in at least one programming language such as Java or Python.
  • Experience with CI/CD pipelines and tools (e.g., GitLab CI, Jenkins).
  • Solid understanding of software development life cycles and agile methodologies.
• Production Support: Proven experience in a production support or on-call role for mission-critical systems.
• Excellent communication and interpersonal skills.
• Experience with cloud platforms with at least one (e.g., GCP, AWS, Azure)
• Knowledge of containerization technologies like Docker.
• Knowledge of scripting technology such as BASH, PowerShell.

Preferred Qualifications

• Experience working with cloud platforms (e.g., GCP, AWS, Azure).
• Knowledge of Kubernetes.
• A keen interest and/or hands-on experience with AI in software testing.

Who we are:

Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty.

At our core, Acqueon is a customer-centric company with a burning desire (backed by a suite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences.

For NOC Engineers, Acqueon offers a dynamic environment focused on 24/7 infrastructure and application monitoring, incident response, service reliability, and continuous improvement. Engineers work with enterprise-scale systems, ensuring uptime, optimizing performance, and maintaining strict SLA and compliance standards in a fast-paced SaaS ecosystem.

Key Responsibilities

• Ensure high availability and maximum uptime in SaaS environments by proactively monitoring and managing infrastructure, applications, and network systems using tools like Zabbix, Grafana, Prometheus, Sumo Logic, and Amazon CloudWatch.
• Proactively identify anomalies, threshold breaches, and performance bottlenecks to prevent potential incidents.
• Respond to alerts and incidents in real time, perform initial triage and troubleshooting across Windows/Linux servers, applications, and network components, validate service health (APIs/endpoints), and escalate complex issues with detailed analysis.
• Validate application availability through endpoint checks, API monitoring, and service health verification.
• Execute routine operations including system health checks, patching, maintenance, backups, and disaster recovery using cloud-native tools (e.g., AWS Backup, S3, RDS), while also monitoring resource utilization and supporting cost optimization initiatives
• Contribute to the creation, review, and continuous improvement of SOPs, runbooks, and knowledge base articles.
• Participate in Change Management and Change Control processes by implementing approved changes, validating deployments, and minimizing risk to production systems.
• Maintain accurate records in ticketing systems, ensuring proper documentation aligned with ITIL processes and audit requirements
• Participate in shift handovers, ensuring clear communication of ongoing incidents, system status, and pending actions
• Ensure strict adherence to SLAs, operational processes, security guidelines, and compliance standards

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Networking, or a related field (or equivalent practical experience)
• 2–5 years of experience in a NOC, Cloud Operations, or Network Support environment
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN concepts
• Strong knowledge of operating systems, particularly Linux and Windows environments
• Hands-on experience or familiarity with monitoring and observability tools such as Zabbix, Grafana, Prometheus, Sumo Logic, Datadog, ELK stack … etc.
• Good understanding of ITIL practices (Incident, Change, and Problem Management) in an operations environment
• Experience troubleshooting SaaS application performance, system reliability, and
• cloud-based service disruptions.
• Willingness to work in a 24/7 shift-based support model
• Effective communication and documentation skills for incident reporting, escalations, and knowledge sharing
• Working knowledge of AWS

Preferred Qualifications:

• AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified DevOps
• Engineer).
• Experience with hybrid cloud environments and on-premises-to-cloud migrations.
• Familiarity with other cloud platforms like Azure or GCP.
• Knowledge of database management (e.g., RDS, DynamoDB) and caching solutions (e.g., Redis, ElastiCache).
• Basic scripting knowledge (Shell or Python) is an advantage for automation and operational efficiency

Salesforce Administrator (CRM & CPQ)

Join us in bringing joy to customer experience. Five9 is a leading provider of customer experience software, bringing the power of AI and cloud innovation to customers worldwide. Living our values every day results in our team first culture and enables us to innovate, grow, and thrive while enjoying the journey together.

We are seeking a skilled and experienced Salesforce Administrator to join our GTM Delivery team. This role focuses on Salesforce CRM administration and operational support of Salesforce CPQ, helping maintain and enhance the platform that supports Five9’s global go to market operations.Salesforce serves as the system of record for customer, opportunity, and quoting processes and integrates with adjacent enterprise systems including billing, contract lifecycle management, and analytics platforms. The Salesforce Administrator will work as part of a broader delivery team to ensure platform stability, support business workflows, resolve operational issues, and contribute to ongoing platform improvements for teams across Sales, Customer Success and Revenue Operations.

The ideal candidate will have a minimum of 5 years of relevant experience, a strong Salesforce systems background, and the ability to work cross-functionally with go to market teams.

Key Responsibilities

• Administer and maintain the Salesforce CRM platform, including user setup, roles, profiles, permission sets, and security controls.
• Configure and maintain Salesforce objects, fields, page layouts, validation rules, flows, and other platform automation.
• Support GTM teams by troubleshooting CRM issues and resolving operational requests.
• Develop and maintain Salesforce reports and dashboards that provide operational insights to business leaders.
• Assist with configuration and maintenance of Salesforce CPQ, including product catalogs, bundles and product & pricing rules.
• Troubleshoot quoting, pricing, and configuration issues within Salesforce CPQ.
• Partner with Sales Operations and Revenue Operations teams to improve CRM workflows and optimize business processes.
• Maintain data integrity and governance across Salesforce CRM and CPQ environments.
• Support Salesforce platform releases, testing activities, and configuration deployments.
• Document Salesforce configurations, processes, and best practices to support long term platform governance.
• Collaborate with developers and architects on Salesforce enhancements and integrations with adjacent systems such as billing, contract management, and analytics platforms.

Key Requirements:

• Minimum 5 years of hands-on experience with Salesforce, including at least 3 years with Salesforce CPQ.
• Salesforce Administrator and Salesforce CPQ certifications are required.
• Experience with DocuSign CLM; DocuSign CLM certification is preferred but not required.
• Strong understanding of Salesforce platform configuration including objects, security model, flows, and automation.
• Experience supporting Sales or Revenue Operations teams and CRM business processes.
• Practical experience working with Salesforce CPQ including product configuration, pricing rules, and quoting workflows.
• Strong analytical, troubleshooting, and problem solving skills.
• Excellent communication skills and the ability to collaborate with cross functional stakeholders.
• Ability to manage multiple priorities in a fast paced environment.

Why You’ll Love This Role:

• You will play a key role in supporting the systems that power our global go to market organization.
• This role provides the opportunity to work at the center of our revenue technology stack, including Salesforce CRM and Salesforce CPQ.
• You will collaborate with cross functional teams across Sales, Revenue Operations, Finance, and IT while helping improve the systems and processes that enable the company to scale.
• If you enjoy solving complex operational problems and building scalable CRM solutions, this role offers strong impact and growth opportunities.

Salesforce Administrator (CRM & CPQ)

Join us in bringing joy to customer experience. Five9 is a leading provider of customer experience software, bringing the power of AI and cloud innovation to customers worldwide. Living our values every day results in our team first culture and enables us to innovate, grow, and thrive while enjoying the journey together.

We are seeking a skilled and experienced Salesforce Administrator to join our GTM Delivery team. This role focuses on Salesforce CRM administration and operational support of Salesforce CPQ, helping maintain and enhance the platform that supports Five9’s global go to market operations.Salesforce serves as the system of record for customer, opportunity, and quoting processes and integrates with adjacent enterprise systems including billing, contract lifecycle management, and analytics platforms. The Salesforce Administrator will work as part of a broader delivery team to ensure platform stability, support business workflows, resolve operational issues, and contribute to ongoing platform improvements for teams across Sales, Customer Success and Revenue Operations.

The ideal candidate will have a minimum of 5 years of relevant experience, a strong Salesforce systems background, and the ability to work cross-functionally with go to market teams.

Key Responsibilities

• Administer and maintain the Salesforce CRM platform, including user setup, roles, profiles, permission sets, and security controls.
• Configure and maintain Salesforce objects, fields, page layouts, validation rules, flows, and other platform automation.
• Support GTM teams by troubleshooting CRM issues and resolving operational requests.
• Develop and maintain Salesforce reports and dashboards that provide operational insights to business leaders.
• Assist with configuration and maintenance of Salesforce CPQ, including product catalogs, bundles and product & pricing rules.
• Troubleshoot quoting, pricing, and configuration issues within Salesforce CPQ.
• Partner with Sales Operations and Revenue Operations teams to improve CRM workflows and optimize business processes.
• Maintain data integrity and governance across Salesforce CRM and CPQ environments.
• Support Salesforce platform releases, testing activities, and configuration deployments.
• Document Salesforce configurations, processes, and best practices to support long term platform governance.
• Collaborate with developers and architects on Salesforce enhancements and integrations with adjacent systems such as billing, contract management, and analytics platforms.

Key Requirements:

• Minimum 5 years of hands-on experience with Salesforce, including at least 3 years with Salesforce CPQ.
• Salesforce Administrator and Salesforce CPQ certifications are required.
• Experience with DocuSign CLM; DocuSign CLM certification is preferred but not required.
• Strong understanding of Salesforce platform configuration including objects, security model, flows, and automation.
• Experience supporting Sales or Revenue Operations teams and CRM business processes.
• Practical experience working with Salesforce CPQ including product configuration, pricing rules, and quoting workflows.
• Strong analytical, troubleshooting, and problem solving skills.
• Excellent communication skills and the ability to collaborate with cross functional stakeholders.
• Ability to manage multiple priorities in a fast paced environment.

Why You’ll Love This Role:

• You will play a key role in supporting the systems that power our global go to market organization.
• This role provides the opportunity to work at the center of our revenue technology stack, including Salesforce CRM and Salesforce CPQ.
• You will collaborate with cross functional teams across Sales, Revenue Operations, Finance, and IT while helping improve the systems and processes that enable the company to scale.
• If you enjoy solving complex operational problems and building scalable CRM solutions, this role offers strong impact and growth opportunities.

DevOps Engineer I

We are actively seeking a DevOps Engineer to join our Cloud Engineering Application Services team. At Five9, we work in small teams and move fast to drive our products and business to the next level. We look for crucial skills in team members such as a problem-solving mindset and intellectual curiosity, along with comfortable integration into a deeply collaborative system that rewards impact.

Key Responsibilities

• Design, implementation, and automation of large-scale distributed systems

• Build tools and automation that help Five9 achieve higher availability, scalability, latency, and efficiency

• Work with Engineering teams to deliver high quality software in a fast-paced environment

• Monitor production and development environments to build preventive measures and provide a seamless customer experience

• Work with delivery teams on software improvements to achieve higher availability and lower MTTD

• Participate in on-call rotation (IST shift with every 2 weeks weekend included on call rotation)

Key Requirements

• 1–3 years of public cloud experience (GCP or AWS)

• 1–3 years of private cloud experience (Openstack, VMware ESXi)

• 1–3 years of Linux experience (Centos/Ubuntu)

• 1–3 years of networking experience

• Orchestration and management of containers using Kubernetes, Helm, GKE and Docker

• Experience with Gitlab, ArgoCD, CI/CD methodologies & tools

• Experience with Infrastructure as Code (Terraform), Python or other scripting languages

• Experience with config management tools such as Ansible and Puppet

• Experience in monitoring systems: Prometheus or LogicMonitor

• Excellent problem solving and analytical skills

• Experience with Incident Management Process, SRE best practices and continuous improvements

• Experience designing large scale distributed systems

• Strong verbal and written communications skills

• Bachelor's of Science degree in Computer Science or equivalent experience

About the Role

We are actively looking for a Senior Software Engineer with experience working with Auth Systems, Security & Google Cloud Platform, to join our team. Five9 delivers market-leading up-time for its Contact Center application while constantly delivering new features and capabilities to highly demanding enterprise customers. This requires that Five9 continually enhances, updates and modernizes the Platform Services that the Contact Center Application runs on. This position requires excellent understanding of cloud software: how it's built, deployed, tested and managed.

Key Responsibilities

• Contribute to the next generation of Five9’s modern SaaS platform enabling AI-driven customer engagement.

• Design and develop highly available, scalable, and reliable microservices infrastructure.

• Build and enhance Identity & Access Management (IAM) systems supporting OAuth, security tokens, SSO, federation, and customer/partner identities.

• Apply cloud and open-source technologies to solve complex platform challenges.

• Gain deep understanding of existing systems and contribute to architectural improvements.

• Troubleshoot production issues and provide operational support across the software stack.

• Collaborate with cross-functional engineering teams and drive technical excellence.

Required Skills & Experience

• 7+ Years of related experience.

• Strong expertise in Java, APIs, Spring Security, and Web Authentication.

• Hands-on experience with SSO, SAML, OAuth, Federation, IDP, and CI/CD for identity platforms.

• Experience managing Ping Identity (architecture, configuration, and operations).

• Ownership of production uptime, reliability, SLAs/SLOs, and incident response.

• Participation in 24/7 on-call rotation for identity-related systems.

• Experience in performance tuning microservices and database queries.

• Familiarity with distributed databases such as CockroachDB or Cassandra.

• Experience with cloud platforms (GCP preferred).

Good to Have

• Experience with Okta IAM.

• Exposure to large-scale SaaS environments and platform modernization initiatives.

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 every day 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.

Our global voice team is looking for a committed, experienced Senior Software Engineer who is passionate about creating high-performing, scalable, and resilient mission-critical services that are the foundation of Five9’s next-generation contact center platform. You will have the opportunity to combine what you already know with new learnings, crafting a bespoke solution that serves our customers and partners.

Key Responsibilities

• Participate in an Agile scrum team which practices DevOps.
• Write clean and well-documented code and tests.
• Deliver your code as part of an overall solution running in the public cloud.
• Develop and enhance our Media Server to support real-time integrations with Large Language Models (LLMs) and other AI services.

Required Skills

• 5+ years of professional experience in software development, with some being written in C and/or C++.
• Hands-on experience writing software for real-time communications signaling and media protocols (SIP, RTP, etc.).
• Ability to methodically troubleshoot complex systems.
• Excellent communication and organizational skills, along with a strong sense of ownership.

Technical Skills

• Modern C++ (C++17+)
• RTP/SIP, audio codecs, SIP/SDP
• ASR/TTS integration
• AI APIs
• Cloud platforms (AWS/Azure/GCP)
• CI/CD
• Containers
• SRE principles
• AI/ML, LLMs

Salesforce Business Systems Analyst-Quote to Cash

About the Team

The Business Technology organization at Five9 enables the systems and solutions that run, scale, and transform how the company operates. We collaborate closely with business leaders across the enterprise to translate strategic priorities and operational needs into clear, actionable requirements, drive thoughtful prioritization, and ensure the successful delivery of impactful technology initiatives. 

As a Business Systems Analyst, you will be the liaison between the IT Delivery team and business stakeholders (e.g., Sales Operations, Revenue Operations, and Finance). You will gather requirements, provide detailed analysis, facilitate discovery sessions, and document functional specifications for the development, documentation, and testing of Salesforce (Sales Cloud and Service Cloud) and adjacent business systems supporting Lead-to-Cash/Order-to-Cash, including core finance systems (e.g., ERP/GL), CPQ, billing, revenue recognition, and reporting/analytics.

You will be required to maintain working hours that overlap with U.S. Pacific time zones to support collaboration.

Key Responsibilities:

• Analyze business requests and translate into functional specifications
• Develop and document deep business processes and domain knowledge
• Capture use cases, user stories, and acceptance criteria for new requests
• Develop artifacts to illustrate process flows using tools such as Lucidchart and Visio
• Lead UAT planning and execution, including test cases, defect triage, and release readiness sign-off
• Partner with Finance and Accounting stakeholders to map and improve end-to-end processes across Order-to-Cash (e.g., invoicing, credit/collections, revenue recognition inputs, and financial close impacts)
• Define requirements for integrations and data flows between Salesforce and core finance systems (e.g., ERP/GL, billing, tax) to ensure accuracy, auditability, and timely downstream processing

• Facilitate backlog grooming and prioritization in partnership with the Business Engagement Director
• Responsible for understanding business requirements, creating/grooming user stories
• Understand and perform Agile sprints, standard processes, tool entry (Jira or similar), and execution,
• Maintain high-level familiarity with other IT system/business application capabilities and scope definition to make recommendations and ask relevant questions about upstream/downstream functionality intersection points.
• Coordinate and perform system testing to ensure requirements are met. Work closely with project team during user acceptance testing (UAT); including tracking issues through to resolution and securing end user acceptance sign-off.

Qualifications:

• A bachelor’s degree or an equivalent qualification is required.
• 5+ years’ experience as a Business Systems Analyst
• Experience with core finance systems (ERP/GL) and related processes (e.g., Order-to-Cash, invoicing, revenue recognition); experience with CPQ and/or billing systems and their Salesforce integrations (e.g., NetSuite and LogiSense)
• Hands-on experience documenting and supporting Salesforce-to-ERP integrations (e.g., APIs, middleware/iPaaS, ETL), including data mapping, reconciliation, and error handling
• Great at execution, communication, critical thinking, coordination of work, and problem solving.
• Ability to be organized, timely follow-ups, proactive at communication
• Proven ability to elicit requirements and translate them into user stories with clear acceptance criteria
• Experience working in Agile/Scrum teams, including backlog refinement, prioritization, and sprint ceremonies
• Ability to support a cross-functional, enterprise user base by managing multiple concurrent enhancements
• Strong written communication skills, including process documentation, release notes, and end-user enablement materials

Salesforce Business Systems Analyst-Quote to Cash

About the Team

The Business Technology organization at Five9 enables the systems and solutions that run, scale, and transform how the company operates. We collaborate closely with business leaders across the enterprise to translate strategic priorities and operational needs into clear, actionable requirements, drive thoughtful prioritization, and ensure the successful delivery of impactful technology initiatives. 

As a Business Systems Analyst, you will be the liaison between the IT Delivery team and business stakeholders (e.g., Sales Operations, Revenue Operations, and Finance). You will gather requirements, provide detailed analysis, facilitate discovery sessions, and document functional specifications for the development, documentation, and testing of Salesforce (Sales Cloud and Service Cloud) and adjacent business systems supporting Lead-to-Cash/Order-to-Cash, including core finance systems (e.g., ERP/GL), CPQ, billing, revenue recognition, and reporting/analytics.

You will be required to maintain working hours that overlap with U.S. Pacific time zones to support collaboration.

Key Responsibilities:

• Analyze business requests and translate into functional specifications
• Develop and document deep business processes and domain knowledge
• Capture use cases, user stories, and acceptance criteria for new requests
• Develop artifacts to illustrate process flows using tools such as Lucidchart and Visio
• Lead UAT planning and execution, including test cases, defect triage, and release readiness sign-off
• Partner with Finance and Accounting stakeholders to map and improve end-to-end processes across Order-to-Cash (e.g., invoicing, credit/collections, revenue recognition inputs, and financial close impacts)
• Define requirements for integrations and data flows between Salesforce and core finance systems (e.g., ERP/GL, billing, tax) to ensure accuracy, auditability, and timely downstream processing

• Facilitate backlog grooming and prioritization in partnership with the Business Engagement Director
• Responsible for understanding business requirements, creating/grooming user stories
• Understand and perform Agile sprints, standard processes, tool entry (Jira or similar), and execution,
• Maintain high-level familiarity with other IT system/business application capabilities and scope definition to make recommendations and ask relevant questions about upstream/downstream functionality intersection points.
• Coordinate and perform system testing to ensure requirements are met. Work closely with project team during user acceptance testing (UAT); including tracking issues through to resolution and securing end user acceptance sign-off.

Qualifications:

• A bachelor’s degree or an equivalent qualification is required.
• 5+ years’ experience as a Business Systems Analyst
• Experience with core finance systems (ERP/GL) and related processes (e.g., Order-to-Cash, invoicing, revenue recognition); experience with CPQ and/or billing systems and their Salesforce integrations (e.g., NetSuite and LogiSense)
• Hands-on experience documenting and supporting Salesforce-to-ERP integrations (e.g., APIs, middleware/iPaaS, ETL), including data mapping, reconciliation, and error handling
• Great at execution, communication, critical thinking, coordination of work, and problem solving.
• Ability to be organized, timely follow-ups, proactive at communication
• Proven ability to elicit requirements and translate them into user stories with clear acceptance criteria
• Experience working in Agile/Scrum teams, including backlog refinement, prioritization, and sprint ceremonies
• Ability to support a cross-functional, enterprise user base by managing multiple concurrent enhancements
• Strong written communication skills, including process documentation, release notes, and end-user enablement materials

IT Finance Business Systems Analyst

 About the Role

This role will be part of the IT organization at Five9, which is responsible for Enterprise Applications management.

We are seeking a Finance Systems Analyst who has strong knowledge of Billing Systems and broader Order-to-Cash (O2C) operations and processes as well as knowledge of subscription and usage-based revenue models.

This role will work closely with.

• The business teams who manage Contracts, Orders, Billing, and Invoicing to understand current state challenges and provide guidance and ideation on what can be done to solve those problems.
• IT development team who is responsible for implementing technical changes required to improve the business process.

This is an excellent opportunity for someone who is comfortable operating at the intersection of IT systems and finance operations and supporting system enhancements and projects within the Order-to-Cash ecosystem

What You’ll Do

• Have a solid understanding of billing and invoicing systems, billing, rating and invoicing processes and knowledge of subscription and usage-based billing models
• Lead discovery and requirements meetings with business stakeholders to understand system and process challenges and translate those into business requirements
• Conduct workshops and meetings with business stakeholders to document processes related to contracts, orders, billing, and revenue flow across the Order-to-Cash lifecycle when required.
• Analyze business requests and translate into functional specifications and documentation for the development team.
• Develop and document deep business processes and domain knowledge to make recommendations and ask relevant questions about upstream/downstream functionality intersection points.
• Backlog prioritization and grooming
• Develop artifacts to illustrate process flows using tools such as Lucidchart and Visio
• Lead UAT planning and execution, including test cases, defect triage, and release readiness sign-off
• Define requirements for integrations and data flows between Salesforce and core finance systems (e.g., ERP/GL, billing, tax) to ensure accuracy, auditability, and timely downstream processing
• Understand and perform Agile sprints, standard processes, tool entry (Jira or similar), and execution,

Qualifications:

• Ability to support a cross-functional, enterprise user base by managing multiple concurrent enhancements
• Strong written communication skills, including process documentation, release notes, and end-user enablement materials

Required Qualifications

• ~5-7 years of experience as a Business Systems Analyst in Finance Systems, Business Systems, Billing Operations, or Order-to-Cash functions.
• Solid understanding of Lead-to-Cash processes, including: Opportunity, Quote, Contracts, Orders, Billing, Invoicing, Subscription and/or usage-based billing
• Strong analytical and problem-solving abilities with attention to detail
• Excellent communication, follow-up and collaboration skills

• Experience working in Agile/Scrum teams, including backlog refinement, prioritization, and sprint ceremonies
• Experience with usage-based or subscription billing platforms such as LogiSense, or similar platforms (e.g., Zuora, Aria) and Salesforce.com
• Experience supporting projects within Order-to-Cash or Finance Systems environments

We’ll be super impressed if you have experience in these:

• LogiSense Billing Platform (or equivalent rating/billing platform)
• Understand usage-based sales & billing motion
• Salesforce CPQ
• Workato Integrations

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 every day 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.

Our Global Voice Team is looking for a committed, experienced Software Engineer II who is passionate about creating high-performing, scalable, and resilient mission-critical services that form the foundation of Five9’s next-generation contact center platform. You will have the opportunity to combine your existing expertise with new learnings, crafting bespoke solutions that serve our customers and partners.

Responsibilities:

• Participate in an Agile Scrum team that practices DevOps.
• Write clean, well-documented code and corresponding tests.
• Deliver your code as part of an overall solution running in the public cloud.
• Develop and enhance our Media Server to support real-time integrations with Large Language Models (LLMs) and other AI services.

Required Skills:

• 3+ years of professional experience in software development, including experience in C and/or C++.
• Hands-on experience developing software for real-time communications signaling and media protocols (e.g., SIP, RTP).
• Ability to methodically troubleshoot complex systems.
• Excellent communication and organizational skills, with a strong sense of ownership.

Technical Skills:

• Modern C++ (C++17+)
• RTP/SIP, audio codecs, SIP/SDP
• ASR/TTS integration
• AI APIs
• Cloud platforms (AWS, Azure, GCP)
• CI/CD
• Containers
• Site Reliability Engineering (SRE) principles
• AI/ML and Large Language Models (LLMs)

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. 

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  

Senior Software Engineer, Billing

 Job Description: 

As a Sr. Backend Engineer, you will be a key player in our team, responsible for the design, development, and maintenance of our next-generation Billing service.  

 Responsibilities: 

• Design, construct, test, and maintain a highly scalable, event-driven billing service. 

• Build and operate ingestion pipelines that consume usage events from Pub/Sub and other upstream sources. 

• Implement metering, rating, aggregation, and reconciliation logic that guarantees correctness and idempotency at scale. 

• Ensure systems meet business requirements, regulatory needs, and industry best practices. 

• Collaborate with product managers, architects, engineering leaders, and test engineers to deliver new billing capabilities. 

• Drive improvements on billing reliability, accuracy, performance, and cost efficiency. 

• Troubleshoot and support the platform in production, including on-call rotations. 

 Qualifications: 

• 5+ years of software engineering experience. 

• 3+ years of Java backend development, with hands-on experience using Spring Boot. 

• Degree in Computer Science, IT, or similar field; a Master's is a plus. 

• Strong Computer Science fundamentals in design, data structures, algorithms, problem solving, and complexity analysis. 

• Experience designing and implementing RESTful APIs and event-driven services. 

• Strong understanding of event-driven architectures and asynchronous processing. 

• Experience with messaging systems (Pub/Sub, Kafka, or similar) and at-least-once / exactly-once processing semantics. 

• Hands-on experience with the GCP ecosystem (Pub/Sub, GCS, GKE, Cloud SQL, BigQuery, or similar). 

• Experience architecting, developing, and operating internet-scale, distributed, mission-critical services. 

• Prior experience in developing new features and debugging complex issues with minimal supervision. 

 Nice-to-have: 

• Previous experience building or operating billing, metering, rating, or invoicing systems. 

• Familiarity with file-based data formats such as CSV and Parquet. 

• Experience with stream processing frameworks (Apache Beam/Dataflow, Flink, Spark Streaming). 

• Previous experience in the Contact Center or Telco industry. 

Senior Software Engineer, Billing

 Job Description: 

As a Sr. Backend Engineer, you will be a key player in our team, responsible for the design, development, and maintenance of our next-generation Billing service.  

 Responsibilities: 

• Design, construct, test, and maintain a highly scalable, event-driven billing service. 

• Build and operate ingestion pipelines that consume usage events from Pub/Sub and other upstream sources. 

• Implement metering, rating, aggregation, and reconciliation logic that guarantees correctness and idempotency at scale. 

• Ensure systems meet business requirements, regulatory needs, and industry best practices. 

• Collaborate with product managers, architects, engineering leaders, and test engineers to deliver new billing capabilities. 

• Drive improvements on billing reliability, accuracy, performance, and cost efficiency. 

• Troubleshoot and support the platform in production, including on-call rotations. 

 Qualifications: 

• 5+ years of software engineering experience. 

• 3+ years of Java backend development, with hands-on experience using Spring Boot. 

• Degree in Computer Science, IT, or similar field; a Master's is a plus. 

• Strong Computer Science fundamentals in design, data structures, algorithms, problem solving, and complexity analysis. 

• Experience designing and implementing RESTful APIs and event-driven services. 

• Strong understanding of event-driven architectures and asynchronous processing. 

• Experience with messaging systems (Pub/Sub, Kafka, or similar) and at-least-once / exactly-once processing semantics. 

• Hands-on experience with the GCP ecosystem (Pub/Sub, GCS, GKE, Cloud SQL, BigQuery, or similar). 

• Experience architecting, developing, and operating internet-scale, distributed, mission-critical services. 

• Prior experience in developing new features and debugging complex issues with minimal supervision. 

 Nice-to-have: 

• Previous experience building or operating billing, metering, rating, or invoicing systems. 

• Familiarity with file-based data formats such as CSV and Parquet. 

• Experience with stream processing frameworks (Apache Beam/Dataflow, Flink, Spark Streaming). 

• Previous experience in the Contact Center or Telco industry. 

About the Role

We are looking for a high-potential Product Manager Apprentice to join our Product Management team working on next-generation Contact Center as a Service (CCaaS) platforms. This role is designed for early-career professionals who are passionate about building enterprise SaaS products and want hands-on exposure to AI-driven customer experience technologies and modern cloud-native architectures.

As a Product Manager Apprentice, you will work closely with  Product Managers, Engineering, UX, Data Science, and GTM teams to define, build, and scale features across our CCaaS product lines — including AI-powered voice, digital, analytics, automation, workforce management and integrations platforms.

This is a learning-intensive role that provides real ownership, structured mentorship, and exposure to the full product lifecycle in a fast-growing SaaS environment.

Key Responsibilities

Product Discovery & Strategy Support

• Assist in researching customer problems across contact center domains such as Inbound, outbound campaigns, agent experience, AI automation, analytics, Quality Management, Workforce Management, and integrations.
• Analyze market trends in CCaaS, AI in CX, cloud communications, and SaaS platforms.
• Support product managers in defining product vision, value propositions, and roadmap priorities.

 AI & Data-Driven Product Development

• Work with AI/ML teams on features involving speech-to-text, NLP, LLMs, conversation intelligence, automation, and predictive analytics.
• Help translate AI capabilities into real-world customer use cases and measurable business outcomes.
• Contribute to defining product requirements for AI-enabled workflows and decisioning systems.

Requirements & Delivery Execution

• Assist in creating Product Requirement Documents (PRDs), user stories, and acceptance criteria.
• Work closely with engineering teams using Agile/Scrum methodologies to support sprint planning, backlog grooming, and release execution.
• Participate in feature demos, UAT coordination, and release readiness activities.

Modern SaaS Platform Exposure

• Gain hands-on experience with cloud-native, multi-tenant SaaS architectures, APIs, microservices, security, and scalability concepts.
• Support integration initiatives across CRM platforms (e.g., Salesforce), CPaaS providers, and enterprise ecosystems.

Customer & Stakeholder Engagement

• Join customer calls, usability sessions, and beta programs to capture feedback and validate product direction.
• Support preparation of product documentation, internal enablement, and launch materials.

What You Will Learn

• How enterprise CCaaS platforms are built and scaled.
• How AI is productized — from model capability to customer value.
• How to balance customer needs, technology constraints, and business strategy.
• How modern SaaS companies execute product management at scale.

Eligibility & Qualifications

• Bachelor’s degree in Engineering or Computer Science (or related technical discipline).
• Strong interest in Product Management, SaaS platforms, AI technologies, and cloud computing.
• Basic understanding of software development concepts, APIs, and web technologies.
• Familiarity with Agile development practices is a plus.

Desired Skills & Attributes

• Strong analytical and problem-solving mindset.
• Excellent communication and structured thinking skills.
• Curiosity about AI, data platforms, and digital customer experience technologies.
• Ability to work cross-functionally with engineering, design, and business teams.
• Entrepreneurial mindset with a bias for action and learning.

Career Path
This apprenticeship is designed to develop future Associate Product Owners , Associate Product Managers and Product Managers. High performers will have the opportunity to transition into a full-time product management role with increased ownership of product areas.

Why Join Us

• Work on a market-leading CCaaS platform from Five9 shaping the future of customer experience.
• Get early exposure to AI-first product development in a real enterprise environment.
• Structured mentorship from experienced product leaders.
• Opportunity to grow rapidly in one of the fastest-growing technology domains.

About the Role

We are actively looking for a Senior Software Engineer with experience working with Auth Systems, Security & Google Cloud Platform, to join our team. Five9 delivers market-leading up-time for its Contact Center application while constantly delivering new features and capabilities to highly demanding enterprise customers. This requires that Five9 continually enhances, updates and modernizes the Platform Services that the Contact Center Application runs on. This position requires excellent understanding of cloud software: how it's built, deployed, tested and managed.

Key Responsibilities

• Contribute to the next generation of Five9’s modern SaaS platform enabling AI-driven customer engagement.

• Design and develop highly available, scalable, and reliable microservices infrastructure.

• Build and enhance Identity & Access Management (IAM) systems supporting OAuth, security tokens, SSO, federation, and customer/partner identities.

• Apply cloud and open-source technologies to solve complex platform challenges.

• Gain deep understanding of existing systems and contribute to architectural improvements.

• Troubleshoot production issues and provide operational support across the software stack.

• Collaborate with cross-functional engineering teams and drive technical excellence.

Required Skills & Experience

• Strong expertise in Java, APIs, Spring Security, and Web Authentication.

• Hands-on experience with SSO, SAML, OAuth, Federation, IDP, and CI/CD for identity platforms.

• Experience managing Ping Identity (architecture, configuration, and operations).

• Ownership of production uptime, reliability, SLAs/SLOs, and incident response.

• Participation in 24/7 on-call rotation for identity-related systems.

• Experience in performance tuning microservices and database queries.

• Familiarity with distributed databases such as CockroachDB or Cassandra.

• Experience with cloud platforms (GCP preferred).

Good to Have

• Experience with Okta IAM.

• Exposure to large-scale SaaS environments and platform modernization initiatives.

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. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

Role Overview

We are looking for an Engineering Manager to join our Platform organization and lead our India-based team within a global engineering group. This is a hands-on leadership role, combining active contribution to backend platform development with responsibility for mentoring, supporting, and growing a local team of engineers.

This role combines hands-on software engineering with day-to-day management responsibilities. The Engineering Manager will partner closely with engineers, architects, and cross-functional stakeholders across locations to deliver highly available, scalable platform services using Java, Spring, and Google Cloud Platform. In parallel, they will drive clarity and execution, foster strong collaboration, and support the growth and development of the engineers they manage within the broader team.

Key Responsibilities

• Lead and support a team of engineers, ensuring alignment, collaboration, and productivity within a globally distributed organization.
• Drive predictable delivery by managing workstreams, tracking progress, and proactively identifying and mitigating risks.
• Partner with product, architecture, and engineering teams to translate business needs into scalable technical solutions.
• Provide hands-on technical leadership through architecture, design, code reviews, and contribution to backend development using Java, Spring, and Google Cloud Platform.
• Coach and develop engineers while promoting strong engineering practices, including code quality, testing, and operational excellence.

Must-Have

• Progressive career growth from hands-on software engineer to engineering leader, with 4+ years in an Engineering Manager / Tech lead role and 6+ years of prior development experience.
• Strong proficiency in Java and the Spring ecosystem, with experience building APIs and scalable, highly available backend services.
• Experience working in distributed, cross-functional teams, with strong collaboration and communication skills.
• Solid understanding of modern software development practices (Agile, CI/CD, testing, and production operations), along with experience in cloud-native development (preferably Google Cloud Platform) and a track record of coaching and developing engineers.
• Ability to actively engage in production incident management, including triage, debugging, and resolution, while leading a team.

About the Job

We are building a Customer Data Platform (CDP) designed to unlock the full potential of customer experience (CX) across our products and services. This role offers the opportunity to design and scale a platform that unifies customer data from multiple sources, ensures data quality and governance, and provides a single source of truth for analytics, personalization, and engagement.

As a key member of the data engineering team, you will architect and implement the pipelines, storage layers, and integrations that power our CDP. You’ll work with product, data science, and engineering stakeholders to deliver a robust platform that supports real-time decision-making, personalization at scale, and actionable customer insights.

This is a high-impact, hands-on engineering role where you’ll shape the data foundation that directly influences how we understand and serve our customers.

What You Will Be Doing

• Design and implement Five9’s Customer Data Platform solutions and enable production use cases for customers

• Design and develop highly scalable and resilient services for ingesting large-scale datasets

• Demonstrate strong ownership by ensuring operational excellence with a sharp focus on monitoring, observability, and system reliability

• Develop and orchestrate ETL/ELT pipelines using Apache Airflow

• Collaborate with cross-functional partners and lead technical initiatives independently end-to-end

• Design, build, and optimize distributed query engines such as Apache Spark or Snowflake to support complex data workloads

• Write, review, or provide feedback on technical design proposals from others

Skills

• 5–7 years of software/data engineering and data platform experience

• Extensive experience with data transformation and modeling, including advanced features and best practices

• Deep knowledge of Snowflake for data warehousing, including optimization, security, and cost management

• Good understanding of data streaming technologies such as Kafka/Kafka Connect

• Strong knowledge of highly scalable distributed systems, microservices, REST APIs

• Strong proficiency in object-oriented and/or functional programming languages such as Java, .NET, Python, and SQL for data processing, transformation, and pipeline development

• Knowledge of Apache Airflow for workflow orchestration is nice to have

• Understanding of containerization and Kubernetes concepts

• Experience with the AWS cloud platform and infrastructure-as-code practices

• Maintain high standards of code quality with a keen eye for test automation and operational excellence

• Track record of delivering scalable data engineering solutions that support analytics, machine learning, and operational use cases

• Excellent written and verbal communication and interpersonal skills

• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent training, fellowship, or work experience

Role Overview

We are seeking a passionate and experienced Lead Designer to own and evolve our Design System. This is a critical role that will shape the future of our products’ user experiences by creating a unified and scalable design language. You will be responsible for leading the design and maintenance of our design system, ensuring it empowers our product and engineering teams to build high-quality, consistent, and user-friendly experiences. We’re specifically looking to expand our library into AI components, motion interaction, and charting.

Key Responsibilities

• Design System Growth: Plan, scale, and monitor the design system, ensuring all components and guidelines are up-to-date and meet the needs of our product teams. This includes gathering requirements for component needs, writing up component specs, and accounting for as many use cases as possible
• Technical Expertise: You will manage our design system from the design side, with a focus on the technical aspects. You will collaborate closely with our design system engineers to ensure consistency and rapid adoption of the design system
• Compelling Design: Develop and produce visually compelling, user-focused design components that align with our business objectives. You will collaborate with our design system team to create inspiring brand-led digital communications
• Team Leadership & Mentorship: Lead, mentor, and inspire a team of designers to foster a culture of creativity, collaboration, and growth. You will review and guide the work of junior designers to ensure high creative standards
• Cross-Functional Collaboration: Work closely with product managers, engineers, and other stakeholders while actively participating in concept development and design iteration
• User Advocacy: Champion a user-centered design approach, ensuring that all design decisions are grounded in user research and best practices
• Innovation: Stay at the forefront of design trends, tools, and industry standards, and bring innovative ideas to the team. You'll have the opportunity to experiment with new technologies and creative workflows

Qualifications & Skills

• Experience: 8+ years of experience in product design, with a focus on design systems and design tokens
• An available online portfolio

Technical Skills

• At least 5 years of Figma experience, especially with Figma component libraries, variants, merging, branching, prototyping, and publishing
• At least 3 years of experience using Tokens Studio
• Experience with designing enterprise-grade design systems with whitelabelling and theming
• Understanding basic React, HTML, and CSS
• An understanding of web standards, accessibility (WCAG 2.2), and APCA

Leadership & Communication

• Proven ability to lead and mentor a team of designers
• Excellent communication and presentation skills, with the ability to articulate design decisions and build consensus
• Have a focused mindset for system scalability

Creative & Strategic Thinker

• A strong portfolio demonstrating your ability to create innovative and effective design solutions

Refiner & Detail-Oriented

• You should be a creative problem-solver with a keen eye for detail. You should have a desire to reduce and simplify unnecessary complexity, while growing and scaling the system when required, all while designing reusable and scalable components

Preferred Skills

• Experience with Figma MCP
• Experience with Style Dictionary, Colbalt, or the similar
• Experience with Storybook, Zeroheight, or Ladle
• Experience with motion design and interaction design/illustrations using Rive, Lottie, or similar
• Experience creating Figma plugins

What We Offer

• A collaborative and creative work environment
• Opportunities for professional growth and development
• The chance to make a significant impact on our product and brand

We are expanding our engineering team in India (Bangalore) and are seeking a Staff Software Engineer to help design, implement, and scale Five9’s next-generation cloud-native services. This role is ideal for engineers who thrive on hands-on coding, technical depth, and building complex distributed systems.

Role Overview

As a Staff Engineer at Five9, you will work on core backend services that power our global cloud contact center platform. You’ll have the opportunity to tackle hard engineering problems at scale, remain deeply involved in coding, and contribute to a culture that values craftsmanship, innovation, and technical excellence — while mentoring others and shaping best practices along the way.

Key Responsibilities

• Design, develop, and optimize high-performance microservices using Java and Spring Boot
• Write clean, maintainable, and testable code, with a strong focus on scalability, reliability, and performance
• Take ownership of services end-to-end — from design and implementation to deployment, monitoring, and ongoing operations
• Collaborate with architects and senior engineers on system design, technical reviews, and problem-solving
• Ensure services meet SLAs, performance metrics, and security standards
• Contribute to improving CI/CD pipelines, automation, and observability to reduce manual effort and improve service reliability
• Provide technical guidance and mentorship to mid-level and junior engineers through code reviews, pairing, and knowledge sharing
• Stay current with evolving technologies and help evaluate and adopt tools that strengthen our platform

Qualifications & Skills

• Strong debugging and problem-solving skills, with an ability to dive deep into complex production issues
• 7-10 Years of development experience in Java Microservices
• Deep expertise in Java with strong experience in Spring or Spring Boot
• Proven ability to build and operate distributed, cloud-native microservices at scale
• Strong experience with GCP services (e.g., GKE, Pub/Sub, BigQuery, CockroachDB, Redis)
• Experience with Kubernetes, containerization, and CI/CD pipelines (GitLab or similar)
• Practical knowledge of SQL and NoSQL databases and caching strategies
• Solid understanding of system design, data structures, algorithms, and performance optimization
• Understanding of Product Archietecture

Preferred Skills (Nice to have)

• Exposure to voice and telephony systems (SIP, RTP, IVR, call routing) or real-time communication platforms
• Experience in latency-sensitive, high-throughput systems
• Familiarity with Looker, analytics pipelines, and large-scale reporting systems
• Familiarity with Agile, Jira, Confluence, E2E test, etc

Technology & Tools

• Languages & Frameworks: Java, Spring, Spring Boot
• Cloud & Infrastructure: GCP (GKE, Pub/Sub, BigQuery, CockroachDB, Redis), Kubernetes
• DevOps & CI/CD: Git, GitLab CI/CD
• Collaboration & Documentation: Swagger, JIRA, Confluence
• Hardware: Apple MacBook options available

Senior Certinia Professional Services (PSA) Cloud Administrator – India

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud customer experience software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our people- and team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together.

To support our continued growth, we are seeking a Senior Certinia PSA Cloud Administrator to join our Business Technology Applications Delivery team. This senior role will be the technical owner and primary hands‑on admin for our mission‑critical Professional Services Automation (PSA) and Customer Success solutions built on Salesforce and Certinia (FinancialForce).

The ideal candidate combines deep solution mindset with advanced PSA Administration skills and Salesforce Admin skills and has a strong track record building scalable solutions for high‑growth SaaS organizations.

 Key Responsibilities

• Serve as the lead developer for PS Cloud initiatives, guiding solution design, defining technical standards, and partnering with business stakeholders to translate requirements into scalable solutions.
• Hands-on experience in Certinia PSA configuration in configuring project, milestones, resource scheduling, time/expense, billing, and revenue forecasting.
• Experience with Salesforce Flows, user role, field level security, automation rules, and reporting dashboards.
• Maintain and govern PSA system data, ensuring accuracy in project records, resource allocations, and time tracking.
• Possesses deep, hands-on implementation and configuration of core Certinia PSA modules, including projects, milestones, resource requests, assignments, and timecards. Drive continuous improvement of our PSA solution.
• Leverage deep knowledge of the PSA data model, object relationships, and end-to-end services processes to architect and implement effective solutions.
• Stay current with Certinia platform releases and proactively recommend the adoption of new features (e.g., Workspaces, Work Planner, Intelligent Staffing, Forecasting).
• Utilize strong debugging, problem-solving, and analytical skills to resolve technical issues and maintain platform health.
• Act as the primary point of contact for PSA-related questions, escalations, enhancements, and training.

• Partner closely with Professional Services, Customer Success, and RevOps leaders to translate strategic business goals into scalable technical solutions.
• Support UAT and change management activities for features and processes implemented.

Key Requirements:

• Bachelor’s/master’s degree in computer science, Information Science, or related technical field (or equivalent experience).
• 5+ years of progressive experience on the Salesforce platform as Senior Consultant, or Senior Admin roles.
• 3+ years of hands‑on Certinia (FinancialForce) experience, focused on PS Cloud (PSA); Customer Success experience strongly preferred.
• PSA System Administration certification is required.
• Salesforce Advanced Admin certification required.
• Lead solution design and development across Salesforce and Certinia PS Cloud
• Deep familiarity with PSA concepts (project financials, utilization, revenue, time & expense) in a SaaS or services context.
• Strong analytical, problem‑solving, and troubleshooting skills with a focus on performance, scalability, and maintainability.
• Excellent communication skills; able to explain technical designs and trade‑offs to both technical and business stakeholders.
• Experience working in Agile or iterative delivery environments is preferred.
• PSA implementation experience is preferred.

Why You’ll Love This Role:

• You’ll be the senior authority for our Certinia PSA and Customer Success stack, directly shaping how we operate and scale our global services business.
• You’ll own both solution and hands‑on delivery, leading key design decisions while still writing the critical pieces of code and integration logic.
• You’ll collaborate with senior leaders across Professional Services, Success, and RevOps, with clear visibility into how your work impacts margins, utilization, and customer outcomes.

Senior Certinia Professional Services (PSA) Cloud Administrator – India

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud customer experience software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our people- and team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together.

To support our continued growth, we are seeking a Senior Certinia PSA Cloud Administrator to join our Business Technology Applications Delivery team. This senior role will be the technical owner and primary hands‑on admin for our mission‑critical Professional Services Automation (PSA) and Customer Success solutions built on Salesforce and Certinia (FinancialForce).

The ideal candidate combines deep solution mindset with advanced PSA Administration skills and Salesforce Admin skills and has a strong track record building scalable solutions for high‑growth SaaS organizations.

 Key Responsibilities

• Serve as the lead developer for PS Cloud initiatives, guiding solution design, defining technical standards, and partnering with business stakeholders to translate requirements into scalable solutions.
• Hands-on experience in Certinia PSA configuration in configuring project, milestones, resource scheduling, time/expense, billing, and revenue forecasting.
• Experience with Salesforce Flows, user role, field level security, automation rules, and reporting dashboards.
• Maintain and govern PSA system data, ensuring accuracy in project records, resource allocations, and time tracking.
• Possesses deep, hands-on implementation and configuration of core Certinia PSA modules, including projects, milestones, resource requests, assignments, and timecards. Drive continuous improvement of our PSA solution.
• Leverage deep knowledge of the PSA data model, object relationships, and end-to-end services processes to architect and implement effective solutions.
• Stay current with Certinia platform releases and proactively recommend the adoption of new features (e.g., Workspaces, Work Planner, Intelligent Staffing, Forecasting).
• Utilize strong debugging, problem-solving, and analytical skills to resolve technical issues and maintain platform health.
• Act as the primary point of contact for PSA-related questions, escalations, enhancements, and training.

• Partner closely with Professional Services, Customer Success, and RevOps leaders to translate strategic business goals into scalable technical solutions.
• Support UAT and change management activities for features and processes implemented.

Key Requirements:

• Bachelor’s/master’s degree in computer science, Information Science, or related technical field (or equivalent experience).
• 5+ years of progressive experience on the Salesforce platform as Senior Consultant, or Senior Admin roles.
• 3+ years of hands‑on Certinia (FinancialForce) experience, focused on PS Cloud (PSA); Customer Success experience strongly preferred.
• PSA System Administration certification is required.
• Salesforce Advanced Admin certification required.
• Lead solution design and development across Salesforce and Certinia PS Cloud
• Deep familiarity with PSA concepts (project financials, utilization, revenue, time & expense) in a SaaS or services context.
• Strong analytical, problem‑solving, and troubleshooting skills with a focus on performance, scalability, and maintainability.
• Excellent communication skills; able to explain technical designs and trade‑offs to both technical and business stakeholders.
• Experience working in Agile or iterative delivery environments is preferred.
• PSA implementation experience is preferred.

Why You’ll Love This Role:

• You’ll be the senior authority for our Certinia PSA and Customer Success stack, directly shaping how we operate and scale our global services business.
• You’ll own both solution and hands‑on delivery, leading key design decisions while still writing the critical pieces of code and integration logic.
• You’ll collaborate with senior leaders across Professional Services, Success, and RevOps, with clear visibility into how your work impacts margins, utilization, and customer outcomes.

Senior Certinia Professional Services (PSA) Cloud Administrator – India

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud customer experience software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our people- and team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together.

To support our continued growth, we are seeking a Senior Certinia PSA Cloud Administrator to join our Business Technology Applications Delivery team. This senior role will be the technical owner and primary hands‑on admin for our mission‑critical Professional Services Automation (PSA) and Customer Success solutions built on Salesforce and Certinia (FinancialForce).

The ideal candidate combines deep solution mindset with advanced PSA Administration skills and Salesforce Admin skills and has a strong track record building scalable solutions for high‑growth SaaS organizations.

 Key Responsibilities

• Serve as the lead developer for PS Cloud initiatives, guiding solution design, defining technical standards, and partnering with business stakeholders to translate requirements into scalable solutions.
• Hands-on experience in Certinia PSA configuration in configuring project, milestones, resource scheduling, time/expense, billing, and revenue forecasting.
• Experience with Salesforce Flows, user role, field level security, automation rules, and reporting dashboards.
• Maintain and govern PSA system data, ensuring accuracy in project records, resource allocations, and time tracking.
• Possesses deep, hands-on implementation and configuration of core Certinia PSA modules, including projects, milestones, resource requests, assignments, and timecards. Drive continuous improvement of our PSA solution.
• Leverage deep knowledge of the PSA data model, object relationships, and end-to-end services processes to architect and implement effective solutions.
• Stay current with Certinia platform releases and proactively recommend the adoption of new features (e.g., Workspaces, Work Planner, Intelligent Staffing, Forecasting).
• Utilize strong debugging, problem-solving, and analytical skills to resolve technical issues and maintain platform health.
• Act as the primary point of contact for PSA-related questions, escalations, enhancements, and training.

• Partner closely with Professional Services, Customer Success, and RevOps leaders to translate strategic business goals into scalable technical solutions.
• Support UAT and change management activities for features and processes implemented.

Key Requirements:

• Bachelor’s/master’s degree in computer science, Information Science, or related technical field (or equivalent experience).
• 5+ years of progressive experience on the Salesforce platform as Senior Consultant, or Senior Admin roles.
• 3+ years of hands‑on Certinia (FinancialForce) experience, focused on PS Cloud (PSA); Customer Success experience strongly preferred.
• PSA System Administration certification is required.
• Salesforce Advanced Admin certification required.
• Lead solution design and development across Salesforce and Certinia PS Cloud
• Deep familiarity with PSA concepts (project financials, utilization, revenue, time & expense) in a SaaS or services context.
• Strong analytical, problem‑solving, and troubleshooting skills with a focus on performance, scalability, and maintainability.
• Excellent communication skills; able to explain technical designs and trade‑offs to both technical and business stakeholders.
• Experience working in Agile or iterative delivery environments is preferred.
• PSA implementation experience is preferred.

Why You’ll Love This Role:

• You’ll be the senior authority for our Certinia PSA and Customer Success stack, directly shaping how we operate and scale our global services business.
• You’ll own both solution and hands‑on delivery, leading key design decisions while still writing the critical pieces of code and integration logic.
• You’ll collaborate with senior leaders across Professional Services, Success, and RevOps, with clear visibility into how your work impacts margins, utilization, and customer outcomes.

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:

• 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

• 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

• Interface with customers and customer facing teams to understand requirements and use cases for which the AI Agent needs to satisfy

• Partner with the engineering team building the AI Agent platform, providing feedback on improvements that improve agent performance and reduce time to implement

Requirements:

• 3+ years of experience in development of conversational AI applications for customer service space, such as for healthcare, financial services or retail organizations

• 5+ years experience in customer-facing technical roles, such as professional services, customer support, technical account management, solutions consulting, technical sales, and so on

• 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

• 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

• 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

• Strong communication skills, including written and verbal communication in English

• Experience in hiring and building teams from scratch, including the usage of contractors

•  Bachelor’s or Master’s degree in Computer Science or equivalent work experience

Role Purpose

As a Senior Software Engineer, you will design, develop, and maintain backend software solutions supporting Five9’s microservice architecture. This role focuses on building scalable, reliable, and high‑performance backend systems that power end‑to‑end platform capabilities.

You will be responsible for backend architecture, service design, implementation, testing, and documentation. Working closely with product owners and key stakeholders, you will translate requirements into robust backend services and APIs. The role also involves deep technical exploration of emerging technologies and partnering with product teams to bring innovative ideas into production.

In addition, this position plays a key role in mentoring other engineers and driving backend engineering best practices across Five9.

How You Contribute

• Leverage strong expertise in programming languages, frameworks, and development methodologies to solve complex backend and distributed‑systems challenges.
• Write high‑quality, efficient, and maintainable backend code by following best practices and contributing to core services, APIs, and platform capabilities.
• Troubleshoot and resolve complex production and architectural issues by identifying root causes and implementing scalable solutions.
• Ensure development stays on track, deliverables meet milestones, and solutions align with business and platform objectives.
• Collaborate closely with cross‑functional teams including product managers, frontend engineers, and quality assurance to ensure alignment on requirements, functionality, and delivery.
• Follow and contribute to engineering processes, service documentation, technical specifications, and API contracts.

Required Skills and Qualifications

• 5+ years of industry experience in Java backend development.
• Strong proficiency with server‑side technologies, including:
• REST API design and implementation
• Microservice architectures
• Databases (SQL, NoSQL, Redis)
• Backend frameworks such as Java Spring Boot
• Hands‑on experience designing and implementing scalable, high‑performance microservices that expose REST APIs.
• Experience solving complex problems that span multiple services, products, or distributed systems.
• Solid understanding of security best practices and the ability to implement measures to protect applications and data.
• Ability to work both independently and as part of a collaborative engineering team.
• Strong commitment to delivering high‑quality, performant, and scalable backend solutions on time and within scope.
• Proven ability to mentor other developers through direct guidance and code reviews.
• Bachelor’s degree (or equivalent) in a relevant discipline.

Desirable Qualifications

• Experience with Contact Center technologies, including IVR, Virtual Agents, VoIP, and telecommunications service providers.
• Experience with Google Cloud Platform (GCP), Kubernetes, and CI/CD pipelines.

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 every day 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.

Position Overview

Our Global Voice Team is looking for a committed, experienced VoIP Engineer who is passionate about creating high-performing, scalable, and resilient mission-critical services that are the foundation of Five9’s next-generation CCaaS voice platform.

As a member of the team, you will play a key role in shaping the architecture and future of our voice core solution.

Responsibilities

• Participate in the design and definition of the Proxy Servers architecture for the CCaaS voice core solution
• Write clean, maintainable code and automated tests for the Proxy Servers
• Participate in an Agile Scrum team that practices DevOps
• Ensure services are scalable, resilient, and performant while running in the public cloud

Required Skills

• 3+ years of professional experience in VoIP and software development
• Deep knowledge and hands-on experience with OpenSIPS or Kamailio open-source software
• Expert-level knowledge of real-time communications signaling and media protocols (SIP, RTP, etc.)
• Ability to methodically troubleshoot complex, distributed voice systems
• Excellent communication and organizational skills, with a strong sense of ownership

Technical Skills

• OpenSIPS
• Kamailio
• SIP, RTP
• VoIP
• Proxy Servers
• CCaaS
• Cloud Platforms (AWS / Azure / GCP)
• CI/CD
• Containers
• SRE principles
• Scripting languages (Python, Bash, etc.)
• Go

In this SRE role, you will focus on the foundational work required to modernize our application deployments. The immediate priority is not deep application code integration, but rather tackling technical debt and enhancing our legacy Linux-based systems. This requires strong Linux system administration and problem-solving skills to ensure stability during our transition to cloud-native workflows. The software development portion of this role is centered on creating internal tools to improve system management, automate operational tasks, and build out our observability stack. Your success in this area is critical for establishing meaningful SLIs and achieving our reliability targets.

Key Responsibilities

Observability & Monitoring

• Dashboards & Metrics: Design and implement comprehensive dashboards covering OS/platform-level and application-level monitoring, broken into primary (RED) and secondary indicators (USE).

• Availability & Reliability: Establish and maintain SLIs, SLOs, and error budgets for the service.

• Performance Monitoring: Build alerting systems and performance monitoring to proactively identify and resolve issues before they impact users.

• Incident Response: Participate in on-call rotations, lead incident response efforts (including post-mortem analysis and remediation), maintain on-call routing, and assign application-level problems to engineering teams.

Infrastructure Automation & Deployment

• CI/CD Pipeline Management: Build and optimize CI/CD pipelines for speed and resilience.

• Infrastructure as Code: Develop and maintain infrastructure using tools like Terraform, Ansible, or similar.

• Configuration Management: Automate system configuration and ensure consistency across environments. Implement and recommend best practices for configuration control.

Security & Compliance

• Security Automation: Ensure security scanning systems are in place and review escalated vulnerabilities.

• Access Control: Maintain proper authentication, authorization, and audit logging systems.

• Compliance Reporting: Ensure systems meet regulatory and industry standards.

• Security Incident Response: Participate in security incident response and remediation efforts.

Cost Optimization

• Resource Management: Monitor and optimize cloud resource usage and costs.

• Capacity Planning: Analyze usage patterns and plan for future capacity needs.

• Cost Analysis: Provide recommendations for cost-effective architecture and resource allocation.

• Right-sizing: Implement automated scaling and resource optimization strategies.

Common Services & Platform Engineering

• Shared Infrastructure: Build and maintain common services (notification systems, caching layers, message queues, or third-party stacks).

• Database Operations: Manage database reliability, performance, and scaling (where not handled by DB teams).

• Service Mesh & Networking: Implement and maintain service discovery, load balancing, and network policies.

• Developer Tools: Create and maintain tools and platforms that improve developer productivity and reliability.

Required Qualifications

Technical Skills:
Experience level: 7+ years

- Demonstrated experience managing Production Linux virtual machine deployments of 50+ virtual machines.

- Programming Languages: Proficiency in at least two of Python, Shell, Java, NodeJS, or similar.

- Cloud Platforms: Experience with AWS, GCP, or Azure.

- Containerization: Hands-on experience with Docker, Kubernetes, and container orchestration.

- Monitoring & Observability: Experience with Prometheus, Grafana, ELK stack, or similar tools

- Infrastructure as Code: Proficiency with Ansible, Terraform, Helm, or similar

- Version Control: Expert-level Git usage and collaborative development practices.

- CI/CD Pipelines: Hands-on experience with GitLab CI/CD, GitHub Actions, or similar.

SRE-Specific Knowledge

• Experience defining and maintaining SLOs and SLIs.

• Understanding and implementation of error budget policies.

• Proven track record in toil reduction and automation.

• Experience with capacity planning and performance testing.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.

• Experience with microservices and distributed systems.

• Knowledge of security best practices and compliance frameworks.

• Experience with chaos engineering and reliability testing.

• Prior experience in an SRE or DevOps role at a tech company.

• Contributions to open-source projects or technical communities.

Success Metrics

• Maintain or improve service availability and reliability metrics.

• Demonstrated reduction in manual operational work through automation.

• Effective participation in incident response and prevention.

• High-quality, well-tested code contributions.

• Strong collaboration with development teams to improve system reliability.

Team Culture & Values

• Blameless Post-Mortems: Learn from failures without blame.

• Automation First: Prefer automated solutions over manual processes.

• Measure Everything: Data-driven decisions and continuous improvement.

• Knowledge Sharing: Document and share expertise.

• Work-Life Balance: Sustainable on-call practices and reasonable load.

Growth Opportunities

• Work on cutting-edge infrastructure and reliability challenges.

• Exposure to large-scale distributed systems and modern cloud technologies.

• Clear career path toward Senior SRE, Staff Engineer, or Management roles.

• Collaboration with engineering teams across the organization.

Team

The Devops Engineer would be an active member within the Voice Application Services team, responsible for providing automation and test support for the SW releases of Five9.

Key Responsibilities

• Design, implement, and maintain infrastructure as code using tools like Ansible and Terraform
• Build and manage scalable cloud infrastructure on AWS and GCP
• Develop and maintain CI/CD pipelines using platforms such as GitLab CI/CD, or similar
• Automate deployment, monitoring, and operational workflows across distributed systems
• Collaborate with Development, QA, and Operations teams to ensure seamless delivery and high system reliability
• Monitor system performance, troubleshoot issues, and implement solutions to improve availability and scalability
• Develop and maintain reusable automation modules and frameworks
• Identify inefficiencies in existing processes and drive improvements in automation and operational workflows
• Work with REST APIs and integrate services across systems and platforms
• Leverage AI-assisted coding tools such as Claude Code or GitHub Copilot to improve productivity and code quality
• Support and manage voice infrastructure components, including protocols such as SIP (Session Initiation Protocol) and RTP (Real-time Transport Protocol)

Qualifications & Skills

• 3+ years of experience in DevOps, SRE, or infrastructure engineering roles (preferably in telecom, SaaS, or service provider environments)
• Hands-on experience with Ansible and Terraform, including writing and maintaining reusable modules
• Strong experience with cloud platforms such as AWS and GCP
• Proficiency in Unix/Linux systems, including CLI-based administration and shell scripting
• Solid understanding of CI/CD pipelines (GitLab, or similar)
• Demonstrated understanding of AI-assisted development tools (e.g., Claude Code, GitHub Copilot)
• Familiarity with voice technologies and protocols such as SIP and RTP
• Strong troubleshooting, debugging, and problem-solving skills
• Excellent written and verbal communication skills in English
• Ability to work effectively in distributed, cross-functional teams

The Team

The Core Applications team takes pride in providing exceptional support and innovative solutions for a diverse range of essential applications and tools, including Agent Desktop Plus, Supervisor Plus, Admin Console, Freedom Application Platform, Internal Admin (Shell), Agent Assist UI, Nimbus, and Unified Portal / Login.

We have a passion for excellence. Our dedicated team is committed to optimizing user experiences, streamlining workflows, and enhancing productivity across the board. Whether empowering agents with intuitive interfaces, empowering supervisors with powerful management tools, or enabling seamless access to critical applications via multiple platforms, we strive to deliver with utmost efficiency and customer satisfaction.

Our mission is to shape the future of Five9, where innovation and collaboration go hand in hand as we strive to build a world-class ecosystem of integrated solutions that cater to the ever-evolving needs of our valued users.

Role Purpose

The role of a Senior Software Engineer in the Core Applications team is to design, develop, and maintain software solutions across the Core Applications software suite. Responsibilities include software architecture, design and development, testing and documentation across our backend and front-end platforms to deliver end-to-end features, working with product owners and designers to design and deliver new features and create high-quality user interfaces, taking operational responsibility for the performance and quality of services owned by the team, including taking part in an on-call rotation, deep diving into cutting edge technologies and working with the products team to transfer ideas into products. The role is also responsible for mentoring other developers at Five9.

How You Contribute

• Understands various programming languages, frameworks, and development methodologies, which allow you to make informed decisions and solve complex technical challenges.

• Writing high-quality, efficient, and maintainable code. Should follow coding best practices and contribute to the development of software modules, features, and functionalities.

• Troubleshoot and resolve complex technical issues. When problems arise, you use your experience and problem-solving skills to identify the root causes and implement effective solutions.

• 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.

• Follows and contributes to processes, documentation, specifications, and APIs.

Skills, Competencies and Qualifications

Required

• Highly proficient in a variety of programming languages, including but not limited to TypeScript/JavaScript, Java, PHP, or others as required.

• Strong experience with web development technologies such as HTML, CSS, TypeScript/JavaScript, and modern front-end frameworks like React.

• Strong experience with server-side technologies, REST API design and implementation, microservice architecture, databases (SQL, NoSQL, and Redis), and back-end frameworks like Java Spring Boot.

• Awareness of web security best practices and the ability to implement security measures to protect applications and data.

• A portfolio of past projects showcasing full-stack design and development skills.

• Ability to work independently and as part of a collaborative team.

• Strong commitment to delivering high-quality, performant, and scalable code and solutions on time and within scope.

• Ability to mentor other developers directly and via code reviews.

• Bachelor’s degree (or equivalent) in relevant discipline.

Desirable

• Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous.

• Experience with Google Cloud Platform, Kubernetes, and CI/CD.

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

This is not a customer-facing role.

Overview
We are seeking a highly skilled Software Architect to design and guide the development of cloud-native, scalable, and resilient microservices. The ideal candidate will have deep technical expertise in distributed systems, event-driven architectures, and modern data platforms, and will play a critical role in setting the technical direction and architecture strategy for backend systems.

Key Responsibilities

• Architect end-to-end solutions for cloud-native applications with a strong focus on scalability, availability, performance, and security.
• Design and oversee the development of microservices architectures, ensuring clean service boundaries, loose coupling, and high maintainability.
• Define and guide the adoption of message queueing and streaming platforms (e.g., Kafka, Redis Streams, RabbitMQ) for event-driven communication and real-time processing.
• Architect and optimize data storage solutions, including distributed databases (e.g., Citus, PostgreSQL, Snowflake) to meet high availability and scalability requirements.
• Collaborate with engineering teams to define architecture blueprints, reference implementations, and technical standards.
• Perform architecture reviews, provide hands-on technical guidance, and ensure adherence to best practices in code quality, testing, observability, and security.
• Evaluate new technologies, frameworks, and tools; recommend and drive technology adoption aligned with long-term architectural goals.
• Work closely with DevOps, SRE, and security teams to ensure efficient CI/CD, infrastructure automation, and secure system design.
• Provide architectural support for customer-facing issues, performance bottlenecks, and production incidents.
• Advocate for domain-driven design (DDD), API-first design, and event-driven patterns across the engineering organization.

Minimum Qualifications 

• 10+ years of experience in software development, with 3+ years as a Software Architect or in a similar architectural leadership role.
• Proven experience in designing and deploying cloud-native applications using AWS, Azure, or GCP.
• Strong knowledge of microservices patterns, REST/gRPC APIs, and asynchronous communication.
• Hands-on experience with streaming and messaging platforms such as Apache Kafka, Redis Streams, RabbitMQ, or Amazon Kinesis.
• Expertise in distributed databases like Citus, Snowflake, PostgreSQL, Cassandra, or similar.
• Solid understanding of containerization and orchestration (e.g., Docker, Kubernetes, Helm).
• Familiarity with DevOps practices, including infrastructure as code (e.g., Terraform) and CI/CD pipelines.
• Experience with monitoring and observability tools such as Prometheus, Grafana, Datadog, ELK stack.
• Strong focus on scalability, performance tuning, reliability, and security best practices in architecture.

Preferred Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field.
• Experience with event sourcing, CQRS, or real-time data processing architectures.
• Familiarity with data pipelines, ETL workflows, and big data platforms.
• .net experience. 
• Understanding of multi-tenant SaaS architectures and compliance requirements (e.g., GDPR, SOC2).
• Prior experience with technical mentoring, code reviews, and engineering process improvements.

Why Five9

At Five9, we believe that technology is only as powerful as the people behind it. You’ll be part of a team that values collaboration, innovation, and accountability, and you’ll have the opportunity to make a meaningful impact on how global enterprises engage with their customers.

We are seeking an experienced Technical Writer & eLearning Content Developer to create world-class product documentation and customer training content. In this role, you will create effective content and partner closely with product, engineering, and customer success teams to ensure our customers and partners can adopt and use our software products with confidence.
This is a strategic and hands-on role, ideal for someone who thrives at the intersection of technical writing, instructional design, and product enablement.

Key Responsibilities

• Content Strategy & Leadership
  • Work with standards, style guides, and best practices for technical writing and eLearning content.
  • Partner with product and customer success leaders to align content with business and customer adoption goals.
• Technical Documentation
  • Develop and maintain user guides, API documentation, release notes, and knowledge base articles for software/SaaS products.
  • Ensure documentation quality, consistency, accessibility, and accuracy across products.
  • Drive documentation integration into development workflows (Agile/DevOps).
• eLearning & Training Development
  • Create advanced eLearning modules, product tutorials, simulations, and certification programs.
  • Leverage tools such as Articulate Storyline, Rise, Captivate, Camtasia, or equivalent to create scalable training experiences.
  • Introduce innovative learning approaches (microlearning, video explainers, gamification) to enhance engagement.
• Continuous Improvement
  
  • Stay up to date with emerging trends in SaaS documentation, eLearning technology, and instructional design.
  • Champion a culture of customer-first communication within the product organization.

Qualifications & Skills

• Bachelor’s or Master’s degree in Technical Communication, Instructional Design, Computer Science, or related field.
• 2+ years of experience in technical writing and eLearning content development.
• Proven experience documenting software/SaaS products and building scalable training content.
• Strong expertise with documentation platforms (Confluence, MadCap Flare, Git-based tools, Markdown, or similar).
• Proficiency with eLearning authoring tools (Articulate Storyline, Rise, Captivate, Camtasia).
• Good knowledge of instructional design methodologies (ADDIE, SAM, Bloom’s Taxonomy).
• Exceptional writing, editing, and communication skills.
• Experience working in Agile development environments and collaborating with product/engineering teams.

Preferred Qualifications

• Experience creating product enablement content for SaaS or enterprise software.
• Knowledge of SCORM/xAPI and LMS administration.
• Exposure to UX writing or content design.
• Graphic design or video production/editing skills.

Are you an experienced recruiter ready to make a meaningful impact? Five9 is seeking a Senior Talent Acquisition Partner to join our high-performing Talent Acquisition team in India. In this key role, you will lead hiring for both technical and non-technical roles in our growing India operations, acting as a trusted advisor and partner to hiring managers.

We are looking for a recruiter with corporate experience, ideally in the tech sector, who thrives in fast-paced environments, brings a collaborative mindset, and is passionate about delivering an exceptional experience for candidates and hiring managers alike. If you are proactive, solutions-oriented, and committed to excellence in recruitment, this is the role for you. This position reports to the Manager, Talent Acquisition and is a hybrid role.

Responsibilities

• Manage full-cycle recruitment: sourcing, screening, scheduling, interviewing, offer negotiation, and onboarding.
• Source, attract, and engage top talent while building strong talent pipelines for future needs.
• Build trusted, long-term relationships with hiring managers and provide guidance on hiring best practices.
• Develop strategic job plans and advise managers on sourcing strategies.
• Ensure an outstanding candidate experience throughout the hiring process.
• Support regional recruitment initiatives and lead pre-onboarding activities for new hires.
• Recommend process improvements, new sourcing strategies, and tools to enhance recruitment efficiency.

Requirements

• Experience: Min 5+ to 10 years in recruitment, preferably within technology companies, with full-cycle recruiting expertise.
• Proven success in sourcing, hiring, and closing top talent efficiently.
• Strong relationship-building skills with candidates, hiring managers, and interview teams.
• Excellent English communication skills (written and verbal) for global collaboration.
• Ability to work flexibly to interact with US-based teams and across multiple time zones.
• Highly organized, detail-oriented, and capable of prioritizing multiple tasks.
• Ability to improve workflows, implement better processes, and lead recruitment initiatives.
• Collaborative, proactive, and a team player.
• Education: Bachelor’s Degree or equivalent work experience.