Five9 is harnessing the power of AI to redefine the customer experience industry and our future. To complement our transformation, we are actively seeking a talented and experienced Senior People Partner to be a strategic driver of our People initiatives, aligning them with the critical priorities of our business units. As our Sr. People Partner, you will be a vital member of the People leadership team, entrusted to own and execute talent strategies that unlock the full potential of our teams. 

You have a “roll up your sleeves” mentality, paired with the strategic foresight to solve complex problems and deliver impactful results. You are passionate about understanding the intricacies of the business model and providing data-driven perspectives that empower leaders to build and scale high-performing, high-density teams. In this role, you will cultivate influential relationships across the organization, guiding critical management decisions, championing our employees, and strategically anticipating and responding to the cultural and organizational dynamics of a company in transformation. 

Key Responsibilities: 

• Strategic Partnership: Collaborate with senior leaders and their leadership teams to translate business strategies and challenges into forward-thinking HR and organizational development actions. 

• Organizational Design & Change Leadership: Act as a change agent, guiding leaders and teams through our transformation. Drive organizational design solutions on spans and layers, talent management, and change management. 

• Integrated Talent Strategy: Partner effectively with our People Team Centers of Excellence (COEs) to implement programs that are consistent, scalable, and tailored to business needs. 

• Data-Driven Insights: Drive informed, objective decision-making by using data to identify trends, diagnose root causes, and develop effective, scalable solutions. You will be expected to conduct analyses and make recommendations that continuously improve our processes and policies. 

• Compensation & Performance: Provide strategic compensation guidance, including salary planning, approval of salary actions, promotions, and job re-leveling, ensuring we remain competitive in the talent market. 

• Employee Relations: Proactively work with managers and employees to address complex employee relations issues, representing all interests fairly and ensuring a positive, high-performance work environment. 

• Employee Engagement: Develop and lead initiatives that drive employee engagement and connection, ensuring our internal communications are aligned with our evolving culture and strategic narrative. 

Key Requirements: 

• 8+ years of progressive experience as a People Partner, HR Business Partner, or in a related role, with a demonstrated history of building and scaling HR programs, preferably supporting Go-to-market teams in a fast paced global environment 

• A Builder and a Problem-Solver: You have a strong "roll up your sleeves" attitude and are comfortable operating in ambiguity and navigating a fast-paced, constantly changing environment. 

• Strategic Business Acumen: You are a credible business partner with the ability to understand complex challenges and implement creative, business-oriented solutions. 

• Influence & Credibility: You present solutions in ways that are heard, understood, and supported. You can add value-driven insight that positively influences senior management decision-making and are comfortable communicating with clarity and conviction to all levels and cultures. 

• Relationship Builder: You possess a natural ability to build and maximize relationships founded on trust and effective communication. 

• Data-Driven & Analytical: You have strong analytical, problem-solving, and decision-making skills and are adept at using data to inform your recommendations. 

• Project Management Excellence: You have excellent planning, prioritization, and organizational skills, with a proven ability to lead projects and programs to successful completion. 

• Agility & Resilience: You can handle competing priorities calmly under pressure and are resilient and adaptable in the face of change. 

• Domain Expertise: You have a solid technical knowledge of the HR field, its role within the business, and the related regulatory environment (FLSA, FMLA, ADA, EEOC, etc.). 

• A Bachelor’s degree or equivalent practical experience. 

Five9 is looking to add a world-class commercial attorney to join its legal and compliance team. East Coast preferred, but Five9 will consider other locations depending on candidate.

Key Responsibilities

The attorney will own the execution of day-to-day sales and commercial legal process activity. This role will partner closely the sales team, as well as reseller-, finance-, sales-operations-, account management and other teams to execute on company business objectives and drive legal departmental initiatives.
The ideal candidate is an individual who thrives in a sales environment, has excellent written and verbal skills and a proven ability to work collaboratively in a team setting. Strong interpersonal skills are also key to success in the role, as is the ability to work under strict timelines.

The attorney will leverage their experience negotiating and drafting complex sales transactions, including SaaS (or Contact Center as a Service) agreements with a variety of customers and partners including financial companies, healthcare providers, retail companies and insurance companies of different scale and sizes (SMB and Enterprise). This role will counsel work across team members within Legal and Compliance, as well as with business partners on matters involving telecommunications, service level agreements, artificial intelligence, and data privacy frameworks, including GDPR, CCPA and HIPPA. The ideal candidate will also have a proven record negotiating a high volume of transactions per quarter and can equally manage legal requests from multiple internal clients. This attorney will also have the opportunity to negotiate a variety of other commercial agreements including vendor, reseller and distribution partner agreements. The candidate will assist in the continuous improvement of standard form agreements, create playbooks and clauses for inclusion in the company’s CLM tool.

Requirements

• JD plus 10-15 years combined law firm and in-house legal department experience with at least 6 years of experience in drafting and negotiating complex agreements in a high-pressure tech sales environment
• Substantial experience negotiating SaaS agreements, Data Protection Agreements, Business Associate Agreements, vendor/supplier contracts, and reseller agreements for technology companies
• Familiarity working across the globe, to support multiple time zones and cultures
• Experience with telecommunications law, artificial intelligence and data privacy frameworks, including GDPR, CCPA and HIPPA, is strongly preferred
• A passion for developing strong, collaborative working relationships with Legal and Compliance teammates and peers
• Strong working knowledge of business processes for Cloud business capabilities like go-to-market, customer experiences, finance processes, and operational efficiencies
• Dedication to and compassion for the customer experience is a mustSelf-motivated, energetic, excellent interpersonal, organizational, conflict-resolution skills
• Gravitas and the proven ability to develop collaborative working relationships with a strong team of sales and other company business units
• Demonstrated experience working efficiently with attention to responsiveness
• A self-starter who possesses a strong work ethic
• High degree of flexibility, independence, initiative, and detail orientation
• Ability to present complex ideas in easy-to-understand language
• Highly organized and able to handle multiple activities and manage high volumes simultaneously
• Ability to work effectively in a fast-paced and continuously changing environment

We are seeking Principal Product Manager, Google Gemini Enterprise for Customer Experience (GECX) to lead seamless integration of Five9 contact center services with Google GECX that includes Agent Assist, Conversational Insights and Quality AI. In this pivotal role, you will shape the strategy and transformation beyond simple digital interactions and passive tools to AI agents that can execute complex, multi-step actions autonomously across every consumer touchpoint. 

As a principal-level product leader, you will drive innovation at the intersection of user experience, digital channels, and artificial intelligence. You'll position Five9 as the undisputed leader in intelligent customer experience. 

We're looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking and stakeholder influence. The ideal candidate brings a proven track record in user experiences, digital channels, AI/ML product management, and a passion for solving complex problems through AI.  

This position is based in our US offices with hybrid work arrangements. You will lead and collaborate with a global team spanning the United States, Portugal, and India. 

What You'll Do 

Strategic Leadership 

• Define and drive the end-to-end product vision and strategy for Five9's integration with Google GECX aligning with company objectives and market opportunities
• Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility
• Serve as the internal and external thought leader on Five9-Google GECX integration, representing Five9 at industry events and with key customers
• Conduct deep competitive and market analysis, identifying emerging trends in CX and autonomous agents 

Product Development & Execution 

• Define detailed product requirements for the integration with Google GECX effort across Five9’s core apps, UX, data reporting and various digital channels
• Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities
• Design and oversee the integration with Google’s AI agents that perform sophisticated customer experiences tasks including multi-step actions autonomously across every consumer touchpoint.
• Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed 

Go-to-Market & Business Impact 

• Partner closely and effectively with Google R&D and GTM teams on this strategic partnership
• Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated CX capabilities via Google GECX
• Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
• Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage
• Build business cases and ROI models that demonstrate the joint value of Five9 and Google GECX  

Team Development & Leadership 

• Mentor product managers and associate product managers, elevating the team's capabilities 
• Foster a culture of innovation, experimentation, and continuous learning within the product organization
• Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design 

What You Bring 

Required Qualifications 

• 8+ years of experience in B2B SaaS product management, with significant focus on user experience and AI/ML-powered products 
• Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus
• Proven track record of successfully launching and scaling Applied AI products from conception through growth
• Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations
• Strong business acumen with experience in product positioning, pricing, and go-to-market strategy
• Outstanding communication skills, able to influence senior stakeholders and translate complex technical concepts for diverse audiences
• Experience leading through influence in matrixed, global organizations with distributed teams
• Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations 

Preferred Qualifications 

• Deep domain expertise in Applied AI and autonomous agents, contact center quality assurance, or customer experience tech stacks
• Experience with forward deployment models, working directly with customers during implementation, onboarding, and optimization phases to drive adoption and value realization
• Strong understanding of contact center operations, quality frameworks (COPC, Six Sigma, Lean), and performance management best practices
• Technical proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns (ReAct, Chain-of-Thought, tool use, multi-agent orchestration)
• Experience with AI agent orchestration frameworks and platforms
• Background working in fast-paced, high-growth SaaS companies serving enterprise customers
• Previous experience managing products in global, distributed teams across multiple time zones 

Five9 is seeking an additional member to the Professional Services team. The ideal candidate is a passionate, self-managed individual with a passion for process management and relationship building skills. The ideal candidate is detail oriented and enjoys connecting with the customers and other stakeholders to identify priorities and manage expectations regarding the assignment of trainer or consulting resources and should have a passion for Customer Centric solution design, and an interest in improving and accelerating project deliveries.

The Workforce Engagement Management (WEM) Ops Analyst will assist in the coordination and management of WEM, ensuring that tasks are completed on time, within scope, and within budget. This role involves working closely with senior project managers and stakeholders, facilitating communication, managing timelines, and overseeing certain aspects of project execution. The candidate will also contribute to risk management, quality control, and documentation throughout the project lifecycle.

Key Responsibilities:

• Maintain and update internal systems including Monday.com, and associated process documentation
• Work with the PM and AM teams to ensure the efficient assignment and management of training and consulting resources.
• Ensure seamless hand of too assigned PS resources.
• Look at processes to improve visibility of resource availability.
• Ensure effective processes for cancellation and reallocation of resources.
• Supporting the Training Audit process
• Supporting the WFO customer escalation process
• You will identify opportunities to introduce a “story driven” approach across Five9 consulting services

Key Requirements:

• 1+ year experience of process design
• Very strong writing, presenting and communication skills
• Ability to learn new technologies & communicate those concepts at a high level
• Excellent listening skills
• Strong attention to detail
• Ability to work independently, managing multiple priorities as required
• Highly motivated with a positive, professional attitude
• Prior Contact Center experience a plus

Key Skills:

• Strong interpersonal and leadership skills
• Ability to multitask and work in a fast-paced environment
• Attention to detail and commitment to quality

Preferred Qualifications:

• Project Management Professional (PMP) or PRINCE2 certification
• Experience in managing small projects or initiatives
• Familiarity with project budgeting and financial tracking
• Experience with Monday.com
• Experience with Looker
• Experience of project tracking in PSA

To support our continued growth, we are seeking an experienced Workforce Engagement Management (WEM) Consultant to join our Professional Services team. In this role, you will lead the consultative delivery, implementation, and deployment of Five9 and Verint WEM solutions, partnering closely with customers to deliver both technical and business outcomes.

The ideal candidate will demonstrate the following:

• Extensive experience implementing and consulting on Verint WEM solutions, with a strong focus on Quality Bot™ / AQM, Speech Analytics and Quality Management.
• Proven ability to lead and deliver end-to-end Verint WEM engagements, from design through deployment.
• Broad consulting experience advising customers on best practices for Verint AQM, Speech Analytics and Interactions
• Deep understanding of Verint integration architecture includes the integration of QM data with Performance management and reporting.
• Hands-on experience training customers across all aspects of Verint AQM, Quality Bot and Speech Analytics.
• Ideally, exposure to additional Verint WEM applications, such as Performance Management, Text Analytics, and Workforce Management.

Key Responsibilities:

• Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Quality Bot™ / AQM, Speech Analytics and Quality Monitoring.
• Additional experience with Performance Managements would be useful.
• Initially this role will have a focus on Speech Analytics and Quality Management. Candidates must hold current ‘cloud certifications for Verint DPA’ or be able to work towards obtaining the appropriate Verint Certifications, within the first 30 days, if not already obtained.
  
  • Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders
  • Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers and prospects
  • Implement and troubleshoot Five9’s WEM Vendor on demand software solutions in a wide array of configurations and Customer environments both remotely and on-site.
  • Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs
  • Mitigate project risk by proactively recognizing and communicating challenges, managing changes and providing contingency plans that enable customer success
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
  • The successful candidate will be designated owner for Five9’s Verint AQM /Quality Bot ™ services and will be responsible for the development and maintenance of all Verint Quality Bot ™ / AQM related service offerings and customer-facing materials

Key Requirements:

• Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Speech analytics and performance management).

• Experience with other WEM solutions such as NICE, CSI, Calabrio, Aspect Monet, etc. is highly desired.

  • Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
  • 5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Verint AQM/ Quality Bot ™ or Speech Analytics.
  • Willingness to travel up to 70% with some international travel
  • Excellent written and verbal skills
  • BA/BS or equivalent experience

Key Skills:

• Strong combination of Verint consulting experience and customer training skills, along with excellent customer communication skills
• Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
• Must possess a strong working knowledge of QM, Analytics, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Vendors solutions is required
• Self-starter possessing excellent time management skills and able to manage multiple implementation and sales activities simultaneously

We are seeking a highly experienced and detail-oriented Director of Indirect Tax to lead our indirect tax function. This position reports to the Chief Accounting Officer. The ideal candidate will have extensive experience with SaaS, telecom tax and regulatory filings, a strong understanding of US sales/use tax, Canadian GST/HST, International VAT/GST, and experience with FCC/USAC filings. This role is responsible for ensuring compliance with all indirect tax laws and regulations, as well as identifying and implementing tax-saving strategies.

Key Responsibilities

• Lead, mentor, and manage a team of three indirect tax professionals, fostering a culture of high performance and continuous improvement.
• Oversee all aspects of indirect tax compliance for SaaS/Telecom products, including the preparation and filing of transactional tax returns, US Sales/Use Tax, Canadian GST/HST, and other provincial filings.
• Manage and ensure timely and accurate filing of all state and federal regulatory filings, such as FCC/USAC reports, State PSC reports, and Canadian CRTC filings.
• Develop and implement strategies to minimize tax liabilities and optimize tax positions.
• Provide tax guidance on new product introductions and service offerings, ensuring that all tax implications are identified and addressed.
• Monitor changes in telecom and indirect tax laws and regulations and ensure that the company's systems and processes are updated accordingly.
• Manage relationships with external tax advisors and consultants.
• Lead and support the company during federal, state, and local telecom and indirect tax audits.
• Partner with cross-functional teams, including sales, legal, accounting, and business operations, to provide tax support and guidance.
• Develop and maintain internal controls over tax processes to ensure SOX compliance.
• Streamline and automate tax workflows and documentation.

Qualifications

• Bachelor's degree in Accounting, Finance, or a related field.
• 10+ years of progressive experience in indirect tax, with a focus on the telecommunications industry.
• Demonstrated experience with FCC/USAC filings and telecom tax compliance.
• Strong knowledge of Canadian GST/HST regulations.
• Excellent analytical, problem-solving, and communication skills.
• Proven ability to manage multiple projects and meet deadlines in a fast-paced environment.

Preferred Qualifications

• CPA and/or Master of Science in Taxation.
• Experience with Avalara tax automation software.
• Experience working in a corporate tax department or a public accounting firm.

The Senior Manager, Engineering - AI Agents will lead the development and delivery of Five9’s AI Agent software platform, which provides customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center. This is one of the hottest areas of application for AI Agent technology! 

This role is responsible for building and managing a high-performing engineering team that develops scalable, reliable, and production-grade AI-powered systems used in real-time customer conversations. 

You will be responsible for hiring and developing engineers, improving engineering processes, and enabling strong execution across the software development lifecycle. While this is a management role rather than an individual contributor position, the ideal candidate will bring strong technical credibility with engineers and guide architecture discussions, technical decisions, and engineering best practices. 

You will collaborate closely with Product, SRE, Support, and other engineering teams to deliver an enterprise-grade platform while fostering a culture of operational excellence, ownership, and customer empathy. 

This role is hybrid. 3 days a week (M, W, TH) in our San Francisco office is required.

Key Responsibilities 

Team Leadership & Development 

• Hire, onboard, and grow a high-performing engineering teamof 4-8 engineers in the United States 
• Provide coaching, mentorship, and career development for engineers
• Establish clear ownership, accountability, and engineering rigor
• Conduct performance management, feedback, and growth planning
• Foster a culture of collaboration, innovation, and operational excellence
• Mentor senior engineers and emerging technical leaders

Delivery & Execution 

• Lead planning and enable strong execution of engineering initiatives and product roadmap
• Ensure projects are delivered predictably and with high quality
• Focus on customer success, ensuring quality AI agent experiences with low latency and high accuracy
• Break down large initiatives into achievable milestones
• Partner with Product Management to prioritize work and manage trade-offs
• Collaborate with Forward Deployed Engineering (FDE) teams on AI agent implementations
• Drive continuous improvement in development processes and team productivity

Technical Leadership 

• Perform code reviews, guide software architecture  andtechnical decisions  
• Review technical designs and ensure sound engineering practices
• Help teams make pragmatic technology decisions balancing innovation and reliability
• Drive the team to manage customer expectations of uptime and performance by defining and reviewing SLO/SLI's, developing metrics to measuring as such and maintainingfor all the services 
• Ensure systems are scalable, maintainable, and production-ready

Operational Excellence 

• Promote strong service ownership and reliability culture
• Ensure effective on-call practices and incident response processes
• Drive root cause analysis and continuous reliability improvements
• Partner with SRE teams to define SLIs, SLOs, and operational metrics
• Handle customer escalations and issues related to AI Agent quality
• Participate in on-call escalation rotations for provided services

Cross-Functional Collaboration 

• Work closely with Product, UX, SRE, Forward Deployed Engineering (FDE) and Support teams
• Align engineering execution with product strategy and customer needs
• Communicate engineering progress, risks, and technical decisions clearly to stakeholders

AI-Augmented Engineering Practices 

• Use of modern AI-assisted development tools to improve engineering productivity, and represent “best in class” examples of how to effectively use it
• Help the team adopt responsible and effective use of AI in software development workflows
• Evaluate emerging developer AI tools and incorporate them wherebeneficial 
• Promote experimentation and learning around AI-enabled engineering practices

Required Experience 

• 3+ years experience leading or managing software engineering teams 
• 8+ years professional software development experience
• Experience participatingin hiring and helping grow engineering teams 
• 5+ years experience developing enterprise SaaS software 
• Strong background in distributed systems and modern software architectures
• Experience or exposure to GenAI / LLM-based systems
• Experience using or adopting AI-assisted software development tools
• Bachelor’s or advanced degree in Computer Science, Computer Engineering, or similar
• Strong track recordin hiring outstanding software development teams, through rigorous interviewing and vetting processes – either as the hiring manager or as part of interview panels  

Desired Experience 

• 1-2 years experience building AI Agent platforms for CX, including voicebots, chatbots and AI assistants 

Technical Background 

While this role is primarily management-focused, candidates must have sufficient technical depth to guide architecture and mentor engineers. 

Software Engineering 

• Strong background in Java or JVM-based backend systems 
• Experience designing distributed systems or microservices architectures 
• Familiarity with API design (REST/gRPC) and scalable service architectures 

AI / GenAI Platforms 

• Familiarity with LLM-based systems, prompt engineering, AI Agent architectures and design patterns 
• Understanding of common AI platform patterns such as embeddings, RAG pipelines, or model integration 
• Awareness of performance and reliability considerations for AI-backed systems 

Cloud & Infrastructure 

• Experience building SaaS platforms in public cloud environments (GCP preferred but not required) 
• Familiarity with microservices architectures and cloud-native systems 
• Basic understanding of networking concepts such as load balancing, service-to-service communication, and API gateways 

Operational Excellence 

• Experience operating production services in enterprise SaaS environments 
• Familiarity with observability practices (metrics, logging, tracing) 
• Experience participating in or leading incident response and root cause analysis 

Leadership & Collaboration Skills 

• Proven ability to build and develop strong engineering teams 
• Strong mentoring and coaching capabilities 
• Ability to guide engineers through technical design and problem solving 
• Excellent communication skills across engineering and product organizations 
• Ability to align teams around clear priorities and ownership 

What Success Looks Like in This Role 

• Hire a strong engineering team delivering reliable AI platform capabilities 
• Predictable and high-quality delivery of engineering initiatives for our core AI Agent platform 
• Clear engineering ownership and operational accountability 
* Customer obsession resulting in customer satisfaction with AI Agent quality, latency and accuracy 
• Scalable and maintainable platform architecture 
• Engineers effectively leveraging AI-assisted development tools 
• A culture of accountability, collaboration, and technical excellence 

We are looking for a Manager, Deal Desk to lead a team of analysts tasked with the operational efficiency for Five9's GTM teams. This role will comprise of managing team members and working with GTM teams to ensure revenue operations are running smoothly and helping to alleviate any roadblocks during the sales process. In this role, you will manage the end-to-end deal approval process, ensuring compliance with pricing, discounting and contractual guidelines. This Position partners closely with Sales, Finance, Legal, and Customer Success teams to accelerate deal velocity, mitigate risks, and drive revenue growth. The ideal candidate is detail-oriented, process-driven and thrives in a fast-paced
environment.

Key Responsibilities:

• Process Optimization: Identify bottlenecks in the deal desk process and implement improvements to reduce cycle times and increase win rates
• Cross-functional Collaboration: act as the primary escalation point for sales reps on complex deals, partner with Finance for revenue recognition, Legal for contract redlines, and Product teams for beta/controlled released products
• Risk Management: Flag and mitigate risks related to non-standard terms, competitive bids multi-year commitments, and partner deals
• Policy Development: Collaborate on updating deal desk playbooks. Support new product launches, and international expansions by adapting deal desk processes
• Training & Enablement: Train deal desk team on best practices and policy adherence, conduct periodic audits to ensure compliance

Required Skills:

• 5+ years in Deal Desk, Sales Operations or Revenue Operations roles within SaaS or high-growth tech companies, Experience with contact center software or cloud services a plus
• Proficiency in Salesforce (CRM/CPQ), familiarity with DocuSign CLM
• Strong analytical mindset, excellent communication (written/verbal), ability to influence without authority, and comfort with ambiguity in a scaling environment
• Experience with partner/channel deal structures
• Renewal Management

We are actively sourcing for a full-time Deal Desk Analyst who loves working with Sales, Finance, and other various departments to close deals.

This individual is responsible for providing sales process support utilizing a variety of developed organizational and project management skills. The position reports to the Sales Operations Manager.

Key Responsibilities

• Act as a sales-facing subject matter expert on process, policy, and pricing related matters
• Assist sales teams in creating and positioning complex orders
• Act as liaison between sales and other key stakeholders involved in the deal structuring process (e.g. Sales Operations, Finance, Order Management, Legal, Product Marketing, etc.)
• Partner with sales to ensure opportunities are properly created and tracked in Salesforce including stage, probability, booking amount, and various other required fields
• Process and manage order fulfillments in Salesforce in accordance with executed contracts and orders
• Anticipate problems and initiate actions to ensure customer orders are processed timely and efficiently
• Ability to read and interpret business terms and conditions
• Act as a system power user for all SFDC and answer questions before escalating for assistance
• Drive business process improvements and initiatives; support best practice efforts in the Quote to Cash processes
• Continuously improve our ability to respond to the needs of Sales, Partners, and Customers
• Active involvement and support for special projects as needed
• Help ensure Best Practices are being implemented

Key Requirements

• Minimum 2+ years of experience supporting Sales organizations in a fast-paced environment
• Excellent communications skills both verbal and written
• Solid knowledge of sales processes and methodologies
• Strong attention to detail, highly organized with the ability to manage multi-tasks effectively
• Demonstrated experience collaboration between finance, legal, sales and other cross-functional teams to help frame and price customer quotes
• Proficiency in Salesforce.com and CPQ tools
• Experience working in a fast-changing environment that requires results-oriented decision making.  Out of the box thinker and ability to think creatively to solve problems

We are seeking a highly experienced and motivated Director of Internal Audit to lead our internal audit function. The successful candidate will be responsible for developing and implementing a risk-based internal audit plan focused on financial integrity, business process and IT controls, and financial governance, provide independent, objective assurance and consulting services designed to add value and strengthen the organization's control environment.

Reporting directly to the Audit Committee, you will work closely with the Board of Directors and senior management to ensure the effectiveness of financial risk management, business process and IT controls, and governance processes.

You will bring deep financial and operational audit expertise, exceptional leadership skills, and a disciplined approach to building a high-quality audit function that scales with the business. This role demands someone who can balance strategy with execution — a leader who can anticipate emerging risks, foster strong cross-functional partnerships, translate complex concepts into meaningful business insights, and be ready to operate at the lowest level of detail. You will collaborate across audit, compliance, legal/risk, and assurance functions to ensure coordination and coverage of the organization’s risk landscape.

Key Responsibilities

• Strategic Leadership:
• Design, build, and execute a risk-based annual internal audit plan focused on financial reporting risk, and business process risk, aligned to the organization's strategic goals and objectives and the Audit Committee’s objectives. 
• Provide leadership and direction to the co-sourced IA team, fostering a culture of continuous improvement, professional development, and ethical conduct.
• Serve as a key advisor to the Audit Committee and executive leadership.
• Report to the Audit Chair on the internal audit function's activities, findings, and recommendations, with internal reporting to the CFO. 
• Maintain clear scope boundaries with adjacent functions, including Technology Compliance, Information Security, and Legal/Enterprise Risk – to ensure coordinated coverage without duplication or gaps.
• Stay ahead of evolving regulatory and industry standards impacting cloud software providers.

• Enterprise Risk Management Partner:
• Partner with Enterprise Risk Management manager and leadership to enhance the company’s risk assessment framework.
• Collaborate to identify emerging risks related to regulatory, cybersecurity, international operations, etc.
• Integrate risk insights into audit planning and business decision making.
  
  
• SOX, Internal Controls and Risk Management Support:
• Oversee the company’s SOX 404 compliance program collaborating with co-sourced partners for scoping, testing and deficiency evaluation.
• Evaluate the design and operational effectiveness of the company's financial reporting controls business processes, process risk and governance processes. 
• Identify control weaknesses and opportunities in financial and operational processes, and provide actionable recommendations to management. 
• Work closely with the company’s external auditors to coordinate on the SOX testing program and auditor reliance on Internal Audit.
• Contribute to the organization’s broader risk awareness by sharing audit findings relevant to business and financial risk with the Enterprise Risk function, in support of the organization’s evolving risk management maturity. 
  
  
• Auditing:
• Plan, execute, and oversee financial and operational audits to ensure adherence to company policies, procedures, and regulatory requirements, and applicable auditing standards. 
• Establish the scope, objectives, and approach to audits, applying a risk-based methodology that delivers timely results and high-quality audit deliverables. Review key audit workpapers, including planning documents, control testing, and audit reports, to ensure clear identification of financial risks, control deficiencies and root causes.
• Critically evaluate audit findings including root cause analysis and assessments of financial statement impact and exposure.
• Collaborate with the Chief Administrative and Legal Officer on investigations in the event of any instances of fraud, financial misstatement, waste, and abuse, and provide findings to the appropriate stakeholders. 
• Ensure the reliability and integrity of financial and operational information across all in-scope business processes. 

• Reporting and Communication:
  • Serve as a trusted advisor to the CFO, CAO, and business leaders on matters of financial internal control and business process governance.
  • Prepare and present clear, concise, and objective audit reports to senior management and the Audit Committee, detailing findings, recommendations, and management's action plans. 
  • Communicate audit results across all organizational levels and follow up on the implementation of corrective actions. 

Qualifications and Skills

• Education: Bachelor's degree in Accounting, Finance, Business Administration, or a related field. 
• Certifications: Certified Internal Auditor (CIA) or Certified Public Accountant (CPA) designation is strongly preferred. 
• Experience:
• Minimum of 8-10 years of progressive experience in internal audit, with at least 3-5 years in a leadership role.
• Public company experience and understanding of compliance requirements.
• Experience in designing, building and executing risk-based audit plans. 
• In-depth knowledge of internal control frameworks (e.g., COSO), internal audit standards, US GAAP, SOX, and PCAOB standards/external audit requirements. 
• Experience working in a SaaS, subscription-based or consumption-based businesses is a plus.
• Skills:
• Strong technical expertise in both operational and financial and business process controls, including order-to-cash, procure-to-pay, record-to-report, and treasury cycles.
• Working familiarity with IT general controls and automated business process controls as they intersect with financial audit scope — sufficient to engage productively with the Technology Compliance and Information Security functions.
• Excellent project management and organization skills, including the ability to lead external financial internal audit team members, multi-task, and prioritize various workstreams simultaneously.
• Ability to manage differing perspectives, influencing positive outcomes, and build trusted relationships across finance, legal, operations and executive leadership.
• Strong leadership and team management abilities.
• Excellent analytical, critical thinking, and risk assessment skills.
• Exceptional written and verbal communication skills, with the ability to interact effectively with all levels of the organization, including the Board of Directors and Audit Committee with clarity and credibility. 
• High level of integrity, professional ethics, objectivity, and professional skepticism. Proficiency in audit management software, GRC platforms and data analytics tools. 
• Ability to travel domestically and internationally if required.

The Tax Manager will have dual reporting responsibility to chief Accounting Officer and Sr. Director of Indirect Taxes and will be responsible for overseeing all direct US and all International tax activities. The Tax Manager ensures company is tax compliant and stays current with regulatory changes. Takes initiative by improving and owning tax related activities.

Key Job Responsibilities

• Collaborate with advisors and manage the preparation or review of quarterly and annual tax provision calculation under ASC 740 including all international tax components, such as GILTI, BEAT, FDII, Subpart F, Foreign tax credit, forecasting support and reviewing foreign tax provision calculations.
• Manage the preparation, review, and filing of corporate income tax returns across multiple jurisdictions (U.S. federal, state, and international).
• Responsible for review, validation and SOX controls for all Corporate and International tax workpapers including tax provision, tax returns, tax planning & projections, and tax extensions prepared by outsourced public accounting firm.
• Responsible for working with state, local, federal, and international tax authorities and/or advisors on direct taxation matters to resolve tax issues.
• Assist with implementing global tax projects/planning initiatives as requested
• Oversee International indirect tax compliance, including VAT, GST, and other transactional taxes.
• Partner with the accounting team to ensure accurate tax-related journal entries, reconciliations, and disclosures.
• Assist with deferred tax calculations, uncertain tax positions, and effective tax rate analysis.
• Take the lead in compiling audit support, prepare summaries.
• Gather, analyze, and coordinate accurate VAT reporting with external bookkeepers including VAT registrations as we expand globally
• Maintain tax calendar to track domestic and international filing deadlines.
• Maintains current knowledge regarding tax laws and changes and its impact to the company.
• Partner effectively and proactively with Finance and/or other external/internal parties to drive and implement process improvements.
• Interact with internal and external parties to answer questions, resolve issues, and provide tax related information.
• Domestic, Canada and other international Indirect taxes as needed
• Research accounting and tax issues
• Develop and maintain standardized procedures and documentation for global tax processes.
• Other tasks as requested
  
  
• 
  Requirements
  
  
• Bachelor’s Degree (BA/BS) in Accounting or Finance required.
• CPA and/or MS Taxation are preferred.
• +5 years’ experience in public accounting and/or equivalent industry experience
• Strong knowledge of US Corporate and International tax laws.
• Deep technical expertise in ASC 740 (US GAAP Accounting for Income Taxes) as it relates to multinational corporations
• Demonstrates knowledge of tax laws.
• Experience with Netsuite, Logisense, Avalara a plus
• Excellent interpersonal skills with high attention to details.
• Able to stay flexible and thrive in a fast-paced, rapidly changing environment.
• Ability to work independently with minimal daily direction to accomplish objectives.
• Exceptional attention to detail, organization, and possesses a sense of urgency.
• Exercises sound judgement in decision-making situations.

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.

Location 
San Francisco Bay Area or Washington, D.C.; hybrid or remote work will be considered for the right candidate

Role Overview

Five9 is seeking an experienced commercial attorney for our in-house Transactions Legal Team within the Legal and Compliance organization. In this role, you will be pivotal in enabling Five9’s revenue growth by supporting the company’s sales and commercial operations. Your work will focus on drafting, reviewing, and negotiating complex commercial agreements for our cloud center platform, AI-enabled services, data processing, and security offerings. This position requires close collaboration with Sales and other cross-functional teams to support closure of complex commercial transactions and drive legal department initiatives in alignment with company business processes, policies, and objectives.

Key Responsibilities

• Draft, review, and negotiate a broad range of commercial agreements, including master services, data processing, partner and reseller, business associate, vendor, end user license, confidentiality, and service level agreements.
• Prime complex legal transactions with a variety of customers and partners of different scales and sizes, across verticals such as retail, insurance, finance, and healthcare.
• Advise internal stakeholders on liability, AI and data use, data privacy, cybersecurity, and regulatory compliance considerations within commercial agreements.
• Partner closely with Sales, Operations, Product, Compliance, Procurement, and Finance teams to successfully close customer and partner transactions.

• Identify legal risks and provide balanced, pragmatic solutions that support business objectives while managing legal risk in a high-pressure, high-growth environment.

• Assist in the development, maintenance, and continuous improvement of contract templates, negotiation playbooks, frequently asked questions, and scalable legal processes that improve efficiency and accelerate deal velocity.

Qualifications

Required

• Juris Doctor (JD) from an accredited law school.
• Active membership in good standing with at least one U.S. state bar.
• Between seven and twelve years of combined of law firm and in-house legal department experience.
• Four or more years of in-house experience drafting and negotiating complex agreements in a high pressure technology sales environment.
• Significant experience with negotiating SaaS, cloud, and other technology agreements.
• Experience addressing issues in telecommunications, data privacy, AI, cybersecurity, and regulatory compliance.
• Experience managing multiple projects and negotiations simultaneously in a fast-paced demanding environment.
• Strong commercial judgment and ability to balance legal risk with business objectives.

Preferred

• Experience supporting product teams with AI-enabled and data-driven technology products, features, and use.
• Familiarity with data privacy and regulatory frameworks relevant to enterprise SaaS platforms, including HIPAA, GDPR, SOC 2, and U.S. privacy laws (e.g., CCPA/CPRA).
• Working knowledge of standard business processes for cloud companies, including go-to-market strategy, customer experience management, and finance processes.
• Proficiency improving contract lifecycle management and legal operations within high-growth technology companies.

What You Will Bring

The ideal candidate has strong commercial judgment, is energetic and highly organized, and thrives in a demanding, high volume sales environment without sacrificing quality. You will have a demonstrated ability to build strong working relationships and experience advising and negotiating issues related to data privacy, liability, security, compliance, and emerging AI technologies. An excellent work ethic, drafting abilities, and interpersonal skills are essential, along with the ability to manage competing priorities.

• A collaborative, solutions-oriented mindset, and the ability to work effectively within a team environment.
• The ability to translate complex legal and regulatory requirements into practical and actionable business guidance.
• Comfort navigating emerging legal and compliance issues, particularly those related to AI.
• A proactive approach to building relationships with internal clients.

Why Join Five9

• The opportunity to join a collaborative and business-focused legal team.
• The ability to shape legal strategy for emerging technologies in AI, data governance, and CCaaS transactions.
• A competitive total compensation package with comprehensive benefits.

Internship Program 

At Five9 we are committed to providing an exceptional experience for our interns.  We tailor our program to provide participants with real, impactful work, contributing directly to the continued success of Five9.  Through our Speaker Series, Intern Buddies, Employee Resource Groups, and other events, you’ll have the opportunity to meet and learn from some of the best in the business. 

This is a full-time, fully remote paid internship. The program runs 11 weeks with the opportunity to start in early or mid-June. 

As an intern at Five9, you can expect to:  

Learn.  Learn about Five9, our culture and what makes Five9 special. 

“The people here at Five9 have been super supportive of my learning - it's less intimidating to approach people, ask them about what they do, and more often than not they're willing to teach you a few things about their fields of work.” – Security Software Engineer Intern

Contribute.  Contribute to the success of the company, your team, and real, impactful projects. 

“Working at Five9 has been an enriching journey of learning and impact, where the work I am doing truly feels significant. I've gotten the chance to learn about high level business strategies and ensure that the work I do contributes to the business's overarching goals.” – PS Education Services Intern

Grow.  Grow as a student, an employee, as a person! 

“I have always been very career-oriented, and this summer I've realized how important it is to also focus on other aspects of my life. Meeting different employees at Five9 and hearing their career trajectory made me realize that everything will work out, eventually, and to take my time exploring my interests. However, that doesn't mean I will halt all career goals. I plan to continue networking with industry professionals and building my knowledge on using different data analytics tools. Seeing the way my team and the People Team utilize the data we have, made me realized just how much I enjoy working with and interpreting the data that is gathered.” – Talent Management Intern 

The Intern Associate Platform Engineer position is an entry level position that will introduce the applicant to Five9 and Five9 Contact Center Product and Delivery Methodology.  As an entry level contributor to the Professional Services Team, the ideal candidate will be a passionate, ready-to-learn player wanting to develop his/her skills towards becoming a full Platform Engineer. 

Key Responsibilities 

• Learn Five9 products and processes 
• Gain a working understanding of contact center terminology, processes, and telephony requirements 
• Participate in opportunities to apply related knowledge in both a practice environment as well as production environments 
• As knowledge develops, become more involved in actual client project implementation work 
• Effectively communicate with internal and external stakeholders. 

Key Qualifications 

• 2+ years college education with focus on computer sciences or related field 
• Exposure to a Contact Center environment a plus 
• Ability to work in a remote environment with little oversight or direction Inquisitive and not afraid to ask questions 
• Self-starter possessing excellent time management skills 
• Able to manage multiple activities simultaneously while being reviewed at a management level for growth  
• Excellent verbal and written skills required. 

 Key Skills 

• Strong technical aptitude in learning object-based development tools 
• Must have strong aptitude in developing and maintaining positive and productive relationships with clients 
• Solid communication skills, both verbal and written  
• Ability to understand and quickly translate needs into strategies for a solution Multiple development language/tool experience a plus. 
• Works well and collaborates in a team environment 

Internship Program 

At Five9 we are committed to providing an exceptional experience for our interns.  We tailor our program to provide participants with real, impactful work, contributing directly to the continued success of Five9.  Through our Speaker Series, Intern Buddies, Employee Resource Groups, and other events, you’ll have the opportunity to meet and learn from some of the best in the business. 

This is a full-time, paid internship open to remote interns or based out of our headquarters in San Ramon, CA. The program runs 11 weeks with the opportunity to start in early or mid-June. 

As an intern at Five9, you can expect to:  

Learn.  Learn about Five9, our culture and what makes Five9 special. 

“The people here at Five9 have been super supportive of my learning - it's less intimidating to approach people, ask them about what they do, and more often than not they're willing to teach you a few things about their fields of work.” – Security Software Engineer Intern

Contribute.  Contribute to the success of the company, your team, and real, impactful projects. 

“Working at Five9 has been an enriching journey of learning and impact, where the work I am doing truly feels significant. I've gotten the chance to learn about high level business strategies and ensure that the work I do contributes to the business's overarching goals.” – PS Education Services Intern

Grow.  Grow as a student, an employee, as a person! 

“I have always been very career-oriented, and this summer I've realized how important it is to also focus on other aspects of my life. Meeting different employees at Five9 and hearing their career trajectory made me realize that everything will work out, eventually, and to take my time exploring my interests. However, that doesn't mean I will halt all career goals. I plan to continue networking with industry professionals and building my knowledge on using different data analytics tools. Seeing the way my team and the People Team utilize the data we have, made me realized just how much I enjoy working with and interpreting the data that is gathered.” – Talent Management Intern 

About the CX Intern Role: 
We are looking for a Summer Marketing Intern to join our Customer Experience (CX) team! This is a great opportunity for a college student who is passionate about marketing, customer engagement, and storytelling. No prior experience is required—just a willingness to learn and contribute. 

Key Responsibilities: 
🔹 Customer Awards: Assist in identifying, tracking, and supporting customer nominations for New Era of CX awards. 
🔹 Customer Stories: Help coordinate interviews, collect insights, and assist with content creation for case studies and testimonials. 
🔹 Customer Events: Support event planning, logistics, and attendee engagement for customer-focused events. 
🔹 Community Engagement: Assist in managing customer communities, responding to inquiries, and fostering engagement. 
🔹 Reference Request Fulfillment: Help match customer references to sales and marketing needs, ensuring timely responses.

🔹 Swag Fulfillment & Design: Execute the sending of all customer and internal gifting for marketing spiffs.

This internship offers hands-on experience in marketing, customer engagement, and advocacy while working alongside a dynamic team. If you’re eager to learn and excited about ALL THINGS customer, we’d love to have you on board! 

Internship Program 

At Five9 we are committed to providing an exceptional experience for our interns.  We tailor our program to provide participants with real, impactful work, contributing directly to the continued success of Five9.  Through our Speaker Series, Intern Buddies, Employee Resource Groups, and other events, you’ll have the opportunity to meet and learn from some of the best in the business. 

This is a full-time, paid internship based out of our headquarters in San Ramon, CA. This role is hybrid. 3 days a week (M, W, TH) in office is required. The program runs 11 weeks with the opportunity to start in early or mid-June. 

As an intern at Five9, you can expect to:  

Learn.  Learn about Five9, our culture and what makes Five9 special. 

“The people here at Five9 have been super supportive of my learning - it's less intimidating to approach people, ask them about what they do, and more often than not they're willing to teach you a few things about their fields of work.” – Security Software Engineer Intern

Contribute.  Contribute to the success of the company, your team, and real, impactful projects. 

“Working at Five9 has been an enriching journey of learning and impact, where the work I am doing truly feels significant. I've gotten the chance to learn about high level business strategies and ensure that the work I do contributes to the business's overarching goals.” – PS Education Services Intern

Grow.  Grow as a student, an employee, as a person! 

“I have always been very career-oriented, and this summer I've realized how important it is to also focus on other aspects of my life. Meeting different employees at Five9 and hearing their career trajectory made me realize that everything will work out, eventually, and to take my time exploring my interests. However, that doesn't mean I will halt all career goals. I plan to continue networking with industry professionals and building my knowledge on using different data analytics tools. Seeing the way my team and the People Team utilize the data we have, made me realized just how much I enjoy working with and interpreting the data that is gathered.” – Talent Management Intern 

The Team

Our innovative Artificial Intelligence (AI) team is seeking a talented and enthusiastic Software Developer AI Insights summer intern to join our summer internship program. In this role, you will be part of the team that builds software that brings AI technologies to users. Prior AI experience is not required - you will have the opportunity to integrate with AI technologies from vendors like Google, Open AI, Databricks and Amazon, and thus receive on-the-job experience for some of the hottest skills on the market. An ideal candidate for us is someone who is enthusiastic about AI technology, a proactive problem solver and a creative self-starter.

Key Responsibilities:

• Be part of an agile team developing a scalable, highly available application platform using modern PaaS platforms such as GCP.
• Testing Generative Artificial Intelligence (GenAI) integration with Knowledge Distiller and Azure OpenAI platform.
• Utilizing Java Spring Framework, Spring Boot and reactive programming pattern for creation of highly scalable, robust microservices.
• Document the testing procedure and environment.
• Communicate clearly about the testing results.
  
  

Key Skills:

• Java, Reactive programming (desirably, but not required to have experience with rxjava or similar) and JavaScript.
• General theoretical understanding of PaaS hosted relational and no-SQL databases (mySQL, BigTable, DataStore, etc.)
• Developing automated test cases with modern tools such as Junit.
• Familiarity with Web Technologies (HTML, CSS, DOM, JavaScript) and web standards (HTML5)
• Desirable familiarity with client-side JavaScript Toolkits such as React.
• Positive, self-motivated and enthusiastic attitude with a strong sense of ownership.
• Proactive communication skills, both verbal and written

As part of the Product Engineering organization, the Senior DevOps Engineer will play a key role in building, operating, and enhancing Cloud Platform CI/CD pipeline capabilities that support highly available and scalable services. This role focuses on implementation, automation, and operational excellence, working closely with platform, SRE, and product engineering teams.

We are looking for a hands-on senior engineer who thrives in Continuous Integration systems, enjoys solving complex operational problems, and contributes to building reliable cloud platforms. This role requires strong execution skills, ownership of deliverables and the ability to work effectively in a fast-paced, collaborative environment supporting business-critical services that directly power our core products at scale.

Key Responsibilities:

• Designing, implementing, and maintaining the build and release pipelines for software applications.
• Design, build, and maintain the CI/CD platform, including infrastructure, tooling, and automation for build, test, and deployment processes to improve efficiency and reliability.
• Work closely with engineering and delivery teams to deploy high-quality software in a fast-paced environment.
• Monitor the health and performance of the CI/CD build pipeline, implementing preventive and corrective measures to improve key reliability metrics such as availability, MTTD, and MTTR.
• Participate in incident response, debugging, and root cause analysis for production issues.
• Collaborate across teams to deliver consistent and reliable solutions aligned with organizational goals.
• Document designs, operational procedures, and troubleshooting guides clearly and effectively.

Requirements:

• 7+ years of experience in DevOps, cloud platform engineering, or production operations, with deep hands-on expertise in build and automation tools (e.g., GitLab CI/CD, Jenkins, TeamCity).
• 3+ years of experience with version control systems (e.g., GitLab, GitHub or similar)
• Experience with CI/CD pipelines, including designing, implementing, and managing build pipelines, and Git-based workflows (e.g., GitLab).
• Strong hands-on experience with infrastructure as code and automation, using Terraform, Ansible, and scripting languages (Python, Bash, or similar).
• Working knowledge of containerization and orchestration technologies, including Kubernetes, Helm, and Docker.
• Strong troubleshooting skills across infrastructure, and cloud services, with specific expertise in diagnosing build pipeline failures, identifying, tracking and resolving dependency conflicts.
• Candidates must demonstrate solid experience with Linux environments, including system administration, scripting, and performance troubleshooting
• Excellent problem-solving, analytical, and collaboration skills.
• Strong written and verbal communication skills.
• BS in Computer Science or equivalent practical experience.

Nice to Have:

• Exposure to a variety of modern CI platforms (GitHub Actions, Azure DevOps) and dedicated Continuous Delivery tools (Spinnaker, Harness).
• Hands-on experience in a multi-cloud environment, demonstrating flexibility across different public cloud providers.
• Advanced experience with observability tools (e.g., Prometheus, Grafana, Datadog).
• Knowledge of security best practices and tools for cloud-native environments (e.g., secrets management with Vault, container scanning).

The Mid-Market Sales Director is an individual contributor role. In this position, the individual creates, identifies, and closes sales. The Sales Director's primary responsibility is to acquire new customers and drive revenue. A successful Sales Director is a self-starting closer who can create a large pipeline of business within a short period of time.

We look for business athletes who are aggressive team players - hungry, nimble and intelligent - with the ability and willingness to close a mix of complex enterprise and more transactional deals.

Key Responsibilities:

• Create and drive revenue within a specified region or list of named accounts
• Generate business opportunities through professional networking and cold-calling
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc.
• Meet and exceed all quarterly and annual sales quotas
• Own the sales cycle from lead generation to closure
• Develop business plan and present the business plan during quarterly review sessions
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connections, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience

Key Qualifications:

• 7+ years of outside enterprise Contact Center software or CRM sales experience
• Be able to work independently and as part of a team in a fast pace, rapid change environment
• Experience selling at the C-level
• Proven track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

Preferred Qualifications:

• Contact Center Software Sales in less than 1,000-seat space
• Knowledge of territory or accounts assigned

The Mid-Market Sales Director is an individual contributor role. In this position, the individual creates, identifies, and closes sales. The Sales Director's primary responsibility is to acquire new customers and drive revenue. A successful Sales Director is a self-starting closer who can create a large pipeline of business within a short period of time.

We look for business athletes who are aggressive team players - hungry, nimble and intelligent - with the ability and willingness to close a mix of complex enterprise and more transactional deals. 

Location: This role is hybrid. 3 days a week (M, W, TH) in our San Ramon, CA or San Francisco, CA office is required.

Key Responsibilities:

• Create and drive revenue within a specified region or list of named accounts
• Generate business opportunities through professional networking and cold-calling 
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc. 
• Meet and exceed all quarterly and annual sales quotas
• Own the sales cycle from lead generation to closure
• Develop business plan and present the business plan during quarterly review sessions
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connections, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience

Key Qualifications: 

• 7+ years of outside enterprise Contact Center software or CRM sales experience
• Be able to work independently and as part of a team in a fast pace, rapid change environment 
• Experience selling at the C-level
• Proven track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

Preferred Qualifications: 

• Contact Center Software Sales in less than 1,000-seat space
• Knowledge of territory or accounts assigned

To facilitate our continued rapid growth, Five9 is seeking a GTM Enablement Learning Program Manager to empower our GTM employees and leading partners to better sell and deploy Five9 solutions. This is a strategic position within the GTM Education organization and will report directly to our Manager, GTM Learning Programs. As a key contributor in our ability to deliver customer value at speed and scale, we are looking for a highly motivated, self-managed individual who can work with cross-functional teams to expand our GTM capabilities.

 A few major focus areas of this role are:

• Develop strong relationships with key stakeholders and strategic partners to increase understanding of Five9 processes and capabilities
• Drive successful GTM educational opportunities that drive strong sales and end-to-end customer engagement and retention through direct and partner efforts
• Enhance Five9 processes to meet critical GTM requirements

Key Responsibilities

• Manage all day-to-day enablement and educational aspects of multiple strategic Five9 education projects for both internal and partner resources:
  • Serve as primary Five9 point of contact for education initiatives
  • Work with Five9 Sales and Services stakeholders to understand the vision for growth and success
  • Work with Five9 Channel Team to understand the vision for growth of partner successes
  • Run regular project status meetings with Learning Program Leader and relevant stakeholders to assess status and results of programs/projects against expected results
• Articulate the value of Five9’s GTM strategy and methodologies to help others drive growth and success across the entire GTM system
• Continually seek opportunities to increase partner satisfaction and deepen partner relationships by interacting effectively at all levels of the partner organization.
• Develop materials for use by internal and partner resources to help drive customer interest and grow revenue
• Provide enablement training to groups from all customer facing roles from a variety of inputs
• Work with Five9 internal business owners when partners uncover use cases that require additional enablement needs

Key Skills

• Minimum 10 years in Professional Services Implementation, Technical Account Manager, or Sales Enablement position – Call Center industry experience is required.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction
• Experience developing processes focused on continuous improvement of the delivery of sales enablement and professional services
• Up to 20% national and international travel may be required
• BA/BS or equivalent experience is required

Desired Skills

• Must possess a strong combination of project management skills, technical call center expertise, and employee and partner enablement.
• Must be an expert at developing and maintaining positive and productive relationships; impeccable communication skills and ability to understand customer, employee, and partner needs is imperative.
• Must be a natural leader: Able to build collaborative relationships with partners, stakeholders, employees and peers; Able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others.
• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, VoIP, IVR/VRU and Call Center practices.
• Must be strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization.

The Senior Mid-Market Account Director is responsible for customer relationships and overall account strategy within a defined set of existing accounts.  The Mid-Market Account Director’s primary responsibility is establishing yourself as a trusted advisor.  In doing so, drive new revenue opportunities of Five9's products and services.  This is a hunting role; however, it comes with a hunting license for a clearly defined list of customers already doing business with Five9. 

A successful Mid-Market Account Director must be a self-starter with a closer mentality who will manage the relationships and drive new business while ensuring customer retention.

We are looking for business athletes who are assertive team players - hungry, nimble, and intelligent - with the ability and willingness to close a mix of complex sales cycles, while maintaining the more day-to-day transactional business.

Key Responsibilities:

Customer Relationship Management:

• Establish early credibility and cultivate strong relationships with existing customers to understand their business needs and challenges.

Sales Strategy Development:

• Collaborate with the Five9 team to develop a comprehensive sales strategy.  Utilizing the wide range of talent that Five9 brings to the marketplace.
• Identify growth opportunities that the customer would benefit by taking advantage of, uncover other divisions within your customer's organization, and develop tailored approaches to capitalize on them.

Upselling and Cross-selling:

• Proactively identify opportunities to upsell additional Five9 products or services to existing customers.
• Strong focus on Five9’s AI offerings to improve efficiency in the Contact Center.
• Develop and present compelling proposals that showcase the value of expanding their engagement with Five9.

Market and Competitor Analysis:

• Stay informed about industry trends, market dynamics, and competitor activities.
• Use this knowledge to position Five9 as a leader and differentiate our offerings.

Key Responsibilities (continued):

• Create and drive revenue within a specified region or list of named accounts.
• Generate business opportunities through professional networking and cold-calling.
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc.
• Meet and exceed all quarterly and annual sales quotas.
• Own the sales cycle from lead generation to closure.
• Develop business plan and present the business plan during quarterly review sessions.
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connection, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience.

Key Qualifications:

• Minimum of 8 years of successful experience in sales, with a track record of exceeding targets. Preferably in the CCaaS and/or SaaS with agent count of 100 - 3,000>
• Be able to work independently and as part of a team in a fast pace, rapid change environment.
• Success selling at the C-level
• Documented track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

The Senior Mid-Market Account Director role at Five9 offers a unique opportunity to contribute to the growth of our business by strategically managing existing accounts and identifying new avenues for expansion.

Five9 is seeking a Principal Solutions Consultant to serve as the dedicated technical partner SC for our strategic partnership with Google. This role is critical to the success of the Google Five9 partnership and will function as the technical authority for the Five9–Google joint solution.

This individual will operate at the intersection of AI, cloud infrastructure, integrations, and enterprise contact center architecture, supporting Google sellers, Google-authorized partners, and Five9 Sales and Product teams. The ideal candidate brings technical leadership and hands-on expertise, and can translate technology into value for partners and customers.

Key Responsibilities

Technical Ownership of the Five9–Google Joint Solution

• Serve as the technical subject-matter expert for product integrations and architectural touchpoints between Five9 and Google GECX.
• Own a deep understanding of how Five9 integrates with Google’s GECX AI and contact center portfolio, with particular emphasis on:
• Google Customer Engagement Suite (CES) / Google Enterprise for Customer Experience (GECX)
• Google Contact Center AI (CCAI)
• Maintain hands-on knowledge of joint capabilities, constraints, roadmap dependencies, and integration patterns across both platforms.

Google AI, Contact Center & Platform Expertise

• Act as the technical authority on how Google GECX AI services enhance the Five9 platform, including conversational AI, agent assist, analytics, transcription, automation, and routing intelligence.
• Stay current on Google’s AI and platform roadmap, proactively identifying:
• New integration opportunities
• Competitive differentiation
• Technical risks or gaps impacting GTM execution
• Help shape Five9’s point of view on Google AI adoption within enterprise contact centers.

Infrastructure, Architecture & Integrations

• Own the end-to-end technical architecture of the Five9–Google joint solution, including:
• Cloud infrastructure considerations
• Data flows and APIs
• Identity and access management
• Security, compliance, and scalability
• Provide expert guidance on integration design, deployment models, and enterprise-grade architecture for partners and customers.
• Act as a trusted advisor during solution validation, proof-of-concepts, and technical design reviews.

Additional Responsibilities:

• Responsible for understanding and being able to present on all aspects of product integrations between Five9 & Google GECX.
• Responsible for technical partner enablement for core set of Google authorized resellers that are creating GTM plans with Five9 + Google.
• Must be able to articulate technical value proposition at the “C” staff level showing business outcomes associated with technology deployments.
• Must be able to demo the integrated Joint Solution between Five9 & Google GECX.
• Must be able to work closely with Sales and Sales SC teams on key pursuits and participate in end customer meetings to help validate & move the technical components of the sale forward.
• Will be responsible for working closely with both product teams to hit targeted timelines for product integrations and full stack demo capabilities for partners and customers pursuits.
• Specific Google Cloud Certifications (e.g., Google Cloud Professional Cloud Architector Professional Machine Learning Engineer).
• Years of experience in CCaaS, AI/ML, or cloud infrastructure.
• Experience with API integrations, conversational AI design, or cloud networking.

• Partner with Mid-Market Sales to uncover customer goals and build tailored Five9 solutions.
• Lead discovery sessions and translate business needs into scalable architectures.
• Deliver persuasive demos and executive-level presentations.
• Shape RFP/RFI responses with clear technical scope and integration plans.
• Collaborate with Product, Marketing, and Professional Services for smooth hand-offs and aligned messaging.
• Stay current on AI, automation, and contact center trends to guide customer innovation.

• 3+ years in pre-sales or solution consulting for SaaS, CCaaS, or enterprise software.
• Strong presentation and communication skills with C-suite presence.
• Hands-on knowledge of CRM integration, IVR, APIs, and AI tools (AI agents, chatbots, IVA, generative AI).
• Technical fluency in telco/SIP and enterprise architecture.
• Bachelor’s degree or equivalent experience.
• Willingness to travel up to 50%.

• Experience with LLMs, NLU, workflow automation, or CX analytics.
• Knowledge of contact center operations and compliance (HIPAA, PCI).
• Familiarity with UCaaS, Knowledge Management, and Conversation Design.

The Commercial Account Director is responsible for customer relationships and overall account strategy within a defined set of existing accounts.  The Commercial Account Director’s primary responsibility is establishing yourself as a trusted advisor.  In doing so, drive new revenue opportunities of Five9's products and services.  This is a hunting role; however, it comes with a hunting license for a clearly defined list of customers already doing business with Five9. 

A successful Commercial Account Director must be a self-starter with a closer mentality who will manage the relationships and drive new business while ensuring customer retention.

We are looking for business athletes who are assertive team players - hungry, nimble, and intelligent - with the ability and willingness to close a mix of complex sales cycles, while maintaining the more day-to-day transactional business.

Key Responsibilities:

Customer Relationship Management:

• Establish early credibility and cultivate strong relationships with existing customers to understand their business needs and challenges.

Sales Strategy Development:

• Collaborate with the Five9 team to develop a comprehensive sales strategy.  Utilizing the wide range of talent that Five9 brings to the marketplace.
• Identify growth opportunities that the customer would benefit by taking advantage of, uncover other divisions within your customer's organization, and develop tailored approaches to capitalize on them.

Upselling and Cross-selling:

• Proactively identify opportunities to upsell additional Five9 products or services to existing customers.
• Strong focus on Five9’s AI offerings to improve efficiency in the Contact Center.
• Develop and present compelling proposals that showcase the value of expanding their engagement with Five9.

Market and Competitor Analysis:

• Stay informed about industry trends, market dynamics, and competitor activities.
• Use this knowledge to position Five9 as a leader and differentiate our offerings.

Key Responsibilities (continued):

• Create and drive revenue within a specified region or list of named accounts.
• Generate business opportunities through professional networking and cold-calling.
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc.
• Meet and exceed all quarterly and annual sales quotas.
• Own the sales cycle from lead generation to closure.
• Develop business plan and present the business plan during quarterly review sessions.
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connection, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience.

Key Qualifications:

• Minimum of 5 years of successful experience in sales, with a track record of exceeding targets. Preferably in the CCaaS and/or SaaS with agent count of 100 - 3,000>
• Be able to work independently and as part of a team in a fast pace, rapid change environment.
• Success selling at the C-level
• Documented track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

In conclusion, the Account Director role at Five9 offers a unique opportunity to contribute to the growth of our business by strategically managing existing accounts and identifying new avenues for expansion.

The Senior Manager, Engineering - AI Agents will lead the development and delivery of Five9’s AI Agent software platform, which provides customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center. This is one of the hottest areas of application for AI Agent technology! 

This role is responsible for building and managing a high-performing engineering team that develops scalable, reliable, and production-grade AI-powered systems used in real-time customer conversations. 

You will be responsible for hiring and developing engineers, improving engineering processes, and enabling strong execution across the software development lifecycle. While this is a management role rather than an individual contributor position, the ideal candidate will bring strong technical credibility with engineers and guide architecture discussions, technical decisions, and engineering best practices. 

You will collaborate closely with Product, SRE, Support, and other engineering teams to deliver an enterprise-grade platform while fostering a culture of operational excellence, ownership, and customer empathy. 

Key Responsibilities 

Team Leadership & Development 

• Hire, onboard, and grow a high-performing engineering teamof 4-8 engineers in the United States 
• Provide coaching, mentorship, and career development for engineers
• Establish clear ownership, accountability, and engineering rigor
• Conduct performance management, feedback, and growth planning
• Foster a culture of collaboration, innovation, and operational excellence
• Mentor senior engineers and emerging technical leaders

Delivery & Execution 

• Lead planning and enable strong execution of engineering initiatives and product roadmap
• Ensure projects are delivered predictably and with high quality
• Focus on customer success, ensuring quality AI agent experiences with low latency and high accuracy
• Break down large initiatives into achievable milestones
• Partner with Product Management to prioritize work and manage trade-offs
• Collaborate with Forward Deployed Engineering (FDE) teams on AI agent implementations
• Drive continuous improvement in development processes and team productivity

Technical Leadership 

• Perform code reviews, guide software architecture  andtechnical decisions  
• Review technical designs and ensure sound engineering practices
• Help teams make pragmatic technology decisions balancing innovation and reliability
• Drive the team to manage customer expectations of uptime and performance by defining and reviewing SLO/SLI's, developing metrics to measuring as such and maintainingfor all the services 
• Ensure systems are scalable, maintainable, and production-ready

Operational Excellence 

• Promote strong service ownership and reliability culture
• Ensure effective on-call practices and incident response processes
• Drive root cause analysis and continuous reliability improvements
• Partner with SRE teams to define SLIs, SLOs, and operational metrics
• Handle customer escalations and issues related to AI Agent quality
• Participate in on-call escalation rotations for provided services

Cross-Functional Collaboration 

• Work closely with Product, UX, SRE, Forward Deployed Engineering (FDE) and Support teams
• Align engineering execution with product strategy and customer needs
• Communicate engineering progress, risks, and technical decisions clearly to stakeholders

AI-Augmented Engineering Practices 

• Use of modern AI-assisted development tools to improve engineering productivity, and represent “best in class” examples of how to effectively use it
• Help the team adopt responsible and effective use of AI in software development workflows
• Evaluate emerging developer AI tools and incorporate them wherebeneficial 
• Promote experimentation and learning around AI-enabled engineering practices

Required Experience 

• 3+ years experience leading or managing software engineering teams 
• 8+ years professional software development experience
• Experience participatingin hiring and helping grow engineering teams 
• 5+ years experience developing enterprise SaaS software 
• Strong background in distributed systems and modern software architectures
• Experience or exposure to GenAI / LLM-based systems
• Experience using or adopting AI-assisted software development tools
• Bachelor’s or advanced degree in Computer Science, Computer Engineering, or similar
• Strong track recordin hiring outstanding software development teams, through rigorous interviewing and vetting processes – either as the hiring manager or as part of interview panels  

Desired Experience 

• 1-2 years experience building AI Agent platforms for CX, including voicebots, chatbots and AI assistants 

Technical Background 

While this role is primarily management-focused, candidates must have sufficient technical depth to guide architecture and mentor engineers. 

Software Engineering 

• Strong background in Java or JVM-based backend systems 
• Experience designing distributed systems or microservices architectures 
• Familiarity with API design (REST/gRPC) and scalable service architectures 

AI / GenAI Platforms 

• Familiarity with LLM-based systems, prompt engineering, AI Agent architectures and design patterns 
• Understanding of common AI platform patterns such as embeddings, RAG pipelines, or model integration 
• Awareness of performance and reliability considerations for AI-backed systems 

Cloud & Infrastructure 

• Experience building SaaS platforms in public cloud environments (GCP preferred but not required) 
• Familiarity with microservices architectures and cloud-native systems 
• Basic understanding of networking concepts such as load balancing, service-to-service communication, and API gateways 

Operational Excellence 

• Experience operating production services in enterprise SaaS environments 
• Familiarity with observability practices (metrics, logging, tracing) 
• Experience participating in or leading incident response and root cause analysis 

Leadership & Collaboration Skills 

• Proven ability to build and develop strong engineering teams 
• Strong mentoring and coaching capabilities 
• Ability to guide engineers through technical design and problem solving 
• Excellent communication skills across engineering and product organizations 
• Ability to align teams around clear priorities and ownership 

What Success Looks Like in This Role 

• Hire a strong engineering team delivering reliable AI platform capabilities 
• Predictable and high-quality delivery of engineering initiatives for our core AI Agent platform 
• Clear engineering ownership and operational accountability 
* Customer obsession resulting in customer satisfaction with AI Agent quality, latency and accuracy 
• Scalable and maintainable platform architecture 
• Engineers effectively leveraging AI-assisted development tools 
• A culture of accountability, collaboration, and technical excellence 

Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As an Associate CSM, you will be the liaison between the customer and Five9 to address customer issues, concerns and questions and provide effective solutions in a reactive and non-designated manner.

Key Responsibilities:

• Being the trusted partner for the customer on use-case and product functionality
• Quarterbacking experiences by various cross-functional teams at Five9, on behalf of the customer
• Apply an understanding of Five9s products, services, and support processes
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Assist with high severity requests or issue escalations as needed

Key Qualifications:

• Experience in Customer Success, Account Management, Business Development, or another client-facing role preferred
• Ability to discuss, understand, and work within complex project and processes
• Proven ability to manage multiple projects at a time while paying strict attention to details
• Excellent listening, verbal and written communication skills
• Must be self-directed and self-motivated
• BA/BS degree or higher

As Vice President of Data Science, you will lead and grow our in-house data science team. This team is responsible for research, experimentation, data collection and curation, and data analysis that contributes to the performance of Five9’s AI products. Tasks include evaluation of and selection of AI agent architectural frameworks, evaluation and comparison of LLM models across commercial and open source choices, model fine-tuning for dedicated tasks, prompt engineering, prompt structure and design, and composite model definitions and evaluations. The scale of Five9 provides a wealth of data that data science team has access to. The data science team is very much applied – their work directly makes its way into real products providing direct customer benefit. 

As lead of this team, you will take complete ownership of the technical and operational direction of the organization, including growing to team to meet increased demand for its capabilities. 

Key Responsibilities:

• Technical Direction Setting: As an expert in the leading edge of AI and data science, you will direct the team on the methodologies, practices, algorithms, experiments and processes they perform.
• Hands On: You are expected to also be hands on, not just a manger, and be directly responsible for some amount of the technical work in addition to directing the team.
• Organizational Growth: You will be tasked with  growing the team, and ensuring we have the right talent to accomplish our goals.
• Collaborator and Spokesperson: You will act as an internal and external spokesperson for data science, and collaborate with stakeholders across the company. Internally, you will be expected to meet with product managers, executives and estaff, and be able to converse effectively with them. You will also occasionally meet with customers to understand how Five9 products, and the data science behind them, impacts the customers. You are expected to participate in industry activities, including publication of blog posts and papers, along with participation in AI conferences. 

Technical Expertise:

• 12+ years experience in data science or AI applied research, ideally at a best-in-class applied research organization.

• Deep Expertise in Modern AI/ML
• Extensive hands-on experience with LLMs, agentic architectures, retrieval-augmented systems, transformers, and composite model pipelines.
• Strong understanding of commercial and open-source model ecosystems (e.g., OpenAI, Anthropic, Google, Meta, Mistral), including evaluation, benchmarking, and tradeoff analysis.
• Model Development & Optimization
• Proven ability to perform fine-tuning, supervised/unsupervised training, prompt engineering, prompt optimization, and model orchestration for real-world use cases.
• Experience designing evaluation frameworks, experiment methodologies, and robust model comparison workflows.
• Data Engineering & Curation
• Expertise in large-scale data collection, labeling, cleaning, and curation pipelines, preferably with conversational or unstructured text data.
• Familiarity with tools and techniques for data quality assessment, dataset versioning, and data governance.
• Applied Data Science & Analytics
• Strong proficiency in statistical analysis, A/B experimentation, causal inference, and performance measurement.
• Demonstrated success turning data insights into product improvements that drive measurable business outcomes.
• Software Development & Systems Thinking
• Ability to work with engineering teams using modern software practices (Python, data platforms, cloud-native environments, APIs, ML Ops tooling).
• Understanding of production ML systems, deployment patterns, monitoring, and safety/guardrail design. 

People & Collaboration Skills:

• Cross-Functional Partnering
• Ability to collaborate effectively with product managers, engineering leaders, UX, and GTM teams to translate business needs into data science strategies.
• Adept at explaining complex technical concepts to executives, customers, and non-technical stakeholders.
• Communication & Storytelling
• Exceptional written and verbal communication skills, including ability to publish thought leadership (papers, blog posts) and present at conferences.
• Team Development & Mentorship
• Passion for mentoring senior and junior data scientists, fostering technical excellence, and building a culture of experimentation and rigorous thinking.
• Customer Empathy
• Experience engaging directly with customers to understand their needs, gather feedback, and translate insights into product or model improvements.

Leadership & Strategic Skills:

• Vision Setting & Direction
• Ability to define the data science strategy for AI Agents and customer experience products, aligning with corporate priorities and market opportunities.
• Hands-On Leadership
• Comfortable being an active contributor—writing code, running experiments, reviewing research—while simultaneously guiding the team’s overall direction.
• Organizational Scaling
• Experience hiring, scaling, and structuring high-performing data science teams across multiple geographies.
• Operational Excellence
• Ability to build processes for experimentation, model evaluation, data quality management, and continuous delivery of data science innovation into product.
• Executive Presence & Influence
• Skilled at influencing E-staff and senior leadership, defending technical decisions, shaping product strategy, and representing data science internally and externally.
• Ethics, Safety & Risk Awareness
• Deep understanding of responsible AI principles, privacy considerations, and model safety, including evaluating risks when operating at enterprise scale.

Educational Requirements:

Advanced degree in a quantitative or technical field, such as:

• Ph.D. in Computer Science, Machine Learning, Artificial Intelligence, Statistics, Applied Mathematics, Electrical Engineering, Computational Linguistics, or a related field.
• Master’s degree in one of the above fields with significant applied industry experience in AI/ML leadership roles.

We are looking for a high-energy, visionary leader to ignite innovation within our Business Technology team. Based out of our San Ramon headquarters and working in a dynamic hybrid environment, you won't just manage systems, you will be a strategic architect of our success.

As a trusted partner to our business leaders, you will help shape a culture that drives meaningful impact and value across the business while co-owning key outcomes. Your mission is to transform IT into a powerful driver of business value, treating our enterprise applications as evolving products that support a rapidly scaling global organization. If you are a results-oriented leader ready to champion a product-managed mindset and shape the future of the Five9 technology roadmap, this is your opportunity to make a lasting impact.

Key Responsibilities

• Application Lifecycle Management: Lead the deployment, maintenance, and evolution of all back-office applications, including Financials, Human Resources, Payroll, Procurement and Billing systems.
• Process Excellence: Drive deep functional improvements in Order-to-Cash (OTC) and Procure-to-Pay (PTP) processes, ensuring systems scale reliably with a rapidly growing business.
• SaaS & Billing Evolution: Evolve billing capabilities for SaaS subscription and usage-based models, partnering closely with stakeholders to ensure cost-effective scaling and accurate telephony rating.
• Integration Leadership: Lead the integrations team in building robust, scalable connections between SaaS applications using Workato, focusing on automation and seamless data flows.
• Employee Experience: Partner with HR and Onboarding teams to deliver exceptional employee experiences through "Hire-to-Retire" process optimization and access automation.
• Strategic AI Contribution: Actively influence and contribute to the Five9 AI program, providing both strategic and tactical direction to integrate AI into back-office workflows and productivity tools.
• Executive Partnership: Participate in business planning and shared ownership of key metrics, presenting delivery outcomes and opportunities for improvement in Quarterly Business Reviews (QBRs).
• Governance & Compliance: Guide cross-functional teams on SOX-related controls and general IT governance to ensure a secure and compliant environment.
• Talent Development: Foster a culture of nurturing and developing talent, growing the capabilities of the team in alignment with the Five9 culture of excellence and collaboration.

Key Requirements:

• Experience: 8+ years of IT people leadership experience with at least 5+ years specifically managing cloud applications.
• Education: Bachelor’s degree in Information Systems, Computer Science, or a related field is required; a graduate degree is a plus.
• Technical Expertise: Strong techno-functional knowledge of NetSuite Financials (General Ledger, AP, AR, Fixed Assets, Multi-Books).
• Domain Knowledge: Experience in Billing Operations, specifically within Telecom or SaaS industries involving usage-based and recurring revenue models heavily preferred.
• Systems Exposure: Familiarity with core back-office applications, including financial and spend management systems such as Coupa and Expensify; HRMS platforms such as UltiPro; and payroll systems such as Deel. Experience with LogiSense is a significant plus.
• Leadership Skills: Demonstrated ability to think strategically while acting tactically, with excellent organizational, communication, and time management skills.
• Compliance Knowledge: Familiarity with SOX, PCI, and SSAE 16 standards and their application within IT systems.
• Problem Solving: Strong analytical skills with a track record of identifying opportunities for innovation through technology and data.
• Communication: Strong ability to communicate complex technical concepts clearly and effectively to C-level executives and senior business leaders.
• People Skills: Proven ability to build trusted relationships with business partners and executive leaders, influence stakeholders, and collaborate across functions.

Why You’ll Love This Role:

• Strategic Influence: You will have a significant seat at the table to help shape the future of Five9 and our global technology roadmap.
• Innovation at Scale: Lead the charge in moving IT from a technology-first to a business-first organization, directly impacting employee productivity and company value.
• Culture of Growth: Work in an environment that prioritizes nurturing talent and provides the autonomy to challenge and unpack business norms to drive efficiency.
• AI Integration: Be at the forefront of the AI revolution, influencing how cutting-edge AI tools enhance digital platforms and reduce support workloads across the enterprise.

The AVP West will lead a team of Regional Vice Presidents (RVP) who lead teams our enterprise net new segment to expand new logos for Five9.

The ideal candidate has demonstrated leadership through 10% YoY growth of their own selling teams and developed individual contributors into managers and directors. This person will have an excellent track record of closing revenue in the technology and software industry. This person is an excellent story teller, focuses on impact and value to customers and prospects, is a critical thinker, and holds their teams accountable to success. This person thinks with a growth mindset and is a change agent.

This role will report directly to the Chief Revenue Officer and will be based in the US, ideally in the western territory. The AVP will lead a team of Regional Vice Presidents in/around the West US.

Key Responsibilities:

• Guide and manage activities of the RVP to ensure company revenue goals and objectives are exceeded
• Ensure each team member is prospecting, conducting discovery calls, organizing demonstrations, building a pipeline, and moving opportunities towards a win
• Prepare, coach, and support the sales team by phone and on-site interactions in their sales meetings with prospects
• Encourage and participate regularly with on-site customer meetings, including at least two meetings per month with each team member
• Provide accurate forecasting in Salesforce.com including deals in commit, upside, and pipeline
• Ensure Salesforce.com is embraced by yourself and the team including Leads, Activities, Opportunities, Products, and Forecasting
• Develop and execute a business plan to expand business into new accounts by leveraging company generated leads, business development, partners, channels, associations, and other sales generated leads
• Manage the closing of current-quarter deals while nurturing longer-term opportunities
• Coordinate, manage, and conduct one-on-one and team meetings, and training sessions to ensure ongoing improvement and best-practice sharing amongst the team
• Attract, hire, onboard, train, and retain top sales talent while managing attrition
• Display a thorough understanding of business needs and revenue potential for accounts
• Work with team members individually for ongoing development while always promoting a healthy team environment
• Prepare Sales Directors and yourself for Quarterly Business Reviews
• Other duties as assigned by leadership

Key Qualifications:

• 10+ years of enterprise software sales experience successfully selling solutions at the C-level
• 7+ years of direct sales management experience
• Successful track record in a high volume transaction sales environment and longer term strategic sales with success in leading and closing at least 10 deals per year
• Experience managing and building a team of successful SaaS and/or Cloud sales professionals
• Total comfort demonstrating SaaS/cloud-based software and discussing it with prospects
• Strong track record of exceeding company sales quotas in a complex sales environment
• Proven leadership ability to influence, develop and empower team members to achieve objectives with a team approach
• Experience in territory management and planning, at the regional and account levels
• Proven expertise with teaching, coaching, and training sales methodologies
• Willing to travel at least 50% and as needed throughout the region
• Excellent C-level communication skills
• Strong written, verbal, presentation and organizational skills required
• Bachelor's Degree required

The Mid-Market Sales Director is an individual contributor role. In this position, the individual creates, identifies, and closes sales. The Sales Director's primary responsibility is to acquire new customers and drive revenue. A successful Sales Director is a self-starting closer who can create a large pipeline of business within a short period of time.

We look for business athletes who are aggressive team players - hungry, nimble and intelligent - with the ability and willingness to close a mix of complex enterprise and more transactional deals. 

Location: This role is hybrid. 3 days a week (M, W, TH) in our San Ramon, CA or San Francisco, CA office is required.

Key Responsibilities:

• Create and drive revenue within a specified region or list of named accounts
• Generate business opportunities through professional networking and cold-calling 
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc. 
• Meet and exceed all quarterly and annual sales quotas
• Own the sales cycle from lead generation to closure
• Develop business plan and present the business plan during quarterly review sessions
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connections, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience

Key Qualifications: 

• 7+ years of outside enterprise Contact Center software or CRM sales experience
• Be able to work independently and as part of a team in a fast pace, rapid change environment 
• Experience selling at the C-level
• Proven track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

Preferred Qualifications: 

• Contact Center Software Sales in less than 1,000-seat space
• Knowledge of territory or accounts assigned

About the Role

We are seeking a Principal Product Manager, Agentic QM to lead the future of AI-driven quality management at Five9. In this pivotal role, you will shape the strategy and execution of groundbreaking agentic AI solutions that transform how contact centers evaluate, optimize, and elevate customer interactions at scale.

As a principal-level product leader, you will drive innovation at the intersection of artificial intelligence and quality management, building autonomous AI agents that don't just analyze interactions but continuously learn, adapt, and recommend improvements. You'll position Five9 as the undisputed leader in intelligent quality management, delivering products that fundamentally change how organizations approach quality assurance.

We're looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking and stakeholder influence. The ideal candidate brings a proven track record in AI/ML product management, demonstrated expertise in agentic AI architectures, and a passion for solving complex problems through autonomous intelligent systems. You should be equally comfortable discussing LLMs, RAG architectures, and multi-agent systems with engineers as you are presenting strategic roadmaps to executive leadership.

This position is based in our US offices with hybrid work arrangements. You will lead and collaborate with a global team spanning the United States, Portugal, and India.

What You'll Do

Strategic Leadership

• Define and drive the end-to-end product vision and strategy for Five9's agentic quality management platform, aligning with company objectives and market opportunities
• Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility
• Serve as the internal and external thought leader on agentic AI applications in contact center quality management, representing Five9 at industry events and with key customers
• Conduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, and contact center technologies

Product Development & Execution

• Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities
• Design and oversee the development of autonomous AI agents that perform sophisticated quality management tasks: interaction evaluation, pattern recognition, root cause analysis, coaching recommendations, and continuous improvement
• Define detailed product requirements for complex agentic systems, including agent planning, tool use, decision-making logic, and learning mechanisms
• Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance and ensure successful adoption
• Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed

Go-to-Market & Business Impact

• Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated agentic QM capabilities
• Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
• Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage
• Build business cases and ROI models that demonstrate the value of agentic quality management solutions

Team Development & Leadership

• Mentor product managers and associate product managers, elevating the team's capabilities in AI/ML and quality management
• Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design
• Foster a culture of innovation, experimentation, and continuous learning within the product organization

What You Bring

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus
• 9+ years of experience in B2B SaaS product management, with significant focus on AI/ML-powered products
• Hands-on experience designing and building agentic AI platforms, including autonomous agents with planning, reasoning, and learning capabilities
• Deep, hands-on understanding of AI technologies and their evolution: machine learning, natural language processing, Large Language Models, and agentic AI systems
• Proven track record of successfully launching and scaling AI/ML products from conception through growth
• Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations
• Strong business acumen with experience in product positioning, pricing, and go-to-market strategy
• Outstanding communication skills, able to influence senior stakeholders and translate complex technical concepts for diverse audiences
• Experience leading through influence in matrixed, global organizations with distributed teams
• Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations

Preferred Qualifications

• Deep domain expertise in Automated Quality Management (AQM), contact center quality assurance, or workforce optimization technologies
• Experience with forward deployment models, working directly with customers during implementation, onboarding, and optimization phases to drive adoption and value realization
• Strong understanding of contact center operations, quality frameworks (COPC, Six Sigma, Lean), and performance management best practices
• Technical proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns (ReAct, Chain-of-Thought, tool use, multi-agent orchestration)
• Knowledge of AI evaluation methodologies: quality scoring, hallucination detection, bias assessment, performance monitoring, and continuous improvement
• Experience with AI agent orchestration frameworks and platforms
• Background working in fast-paced, high-growth SaaS companies serving enterprise customers
• Previous experience managing products in global, distributed teams across multiple time zones

Why Five9

Join Five9 at a transformative moment as we pioneer the next generation of AI-powered contact center solutions. You'll have the opportunity to work on cutting-edge agentic AI technology, shape products used by thousands of contact centers worldwide, and make a meaningful impact on how organizations deliver exceptional customer experiences.

• Create and drive revenue within a specified region or list of named accounts
• Generate business opportunities through professional networking and cold-calling 
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc. 
• Meet and exceed all quarterly and annual sales quotas
• Own the sales cycle from lead generation to closure
• Develop business plan and present the business plan during quarterly review sessions
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connections, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience

• 5+ years of outside enterprise software sales experience
• Be able to work independently and as part of a team in a fast pace, rapid change environment 
• Experience selling at the C-level
• Proven track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

• Contact Center Software Sales in less than 1,000-seat space
• Experience selling to COO/CFO
• Knowledge of territory or accounts assigned

We're looking for a Senior Product Designer to join our innovative and collaborative team. In this role, you will be instrumental in shaping the user experience of our products, ensuring they are not only powerful and feature-rich but also intuitive and a joy to use. You will be a key advocate for our users, particularly our Agent, Supervisor, and Admin personas, and will play a vital part in our "one platform" strategy to create a seamless, integrated experience.

Key Responsibilities:

• User-Centered Design: Lead the design of new features and improvements from concept to launch, ensuring a deep understanding of user needs and advocating for them throughout the design process.
• Cross-Functional Collaboration: Partner closely with product managers, engineers, and other stakeholders to define product requirements and translate them into elegant and effective design solutions. 
• Prototyping and Testing: Create wireframes, prototypes, and high-fidelity mockups to effectively communicate design ideas and iterate on them based on user feedback and testing.
• Design System Contribution: Contribute to and help maintain our design system, ensuring consistency and quality across all our products.
• Mentorship: Mentor and guide other designers, helping to foster a culture of design excellence and continuous improvement.

Required Qualifications:

• 5+ years of experience in product design, with a strong portfolio showcasing your work on complex, data-rich applications.
• Proficiency in design and prototyping tools such as Figma, Sketch, and Adobe Creative Suite. 
• A strong understanding of web and mobile design principles.
• Experience with user research and usability testing.
• Excellent communication and collaboration skills, with the ability to articulate design decisions and build consensus.
• A proactive and self-motivated approach, with the ability to work independently and as part of a team. 
• A passion for user advocacy and a deep sense of empathy for the user.

As part of the Product Engineering organization, the Senior DevOps Engineer will play a key role in building, operating, and enhancing Cloud Platform CI/CD pipeline capabilities that support highly available and scalable services. This role focuses on implementation, automation, and operational excellence, working closely with platform, SRE, and product engineering teams.

We are looking for a hands-on senior engineer who thrives in Continuous Integration systems, enjoys solving complex operational problems, and contributes to building reliable cloud platforms. This role requires strong execution skills, ownership of deliverables and the ability to work effectively in a fast-paced, collaborative environment supporting business-critical services that directly power our core products at scale.

Key Responsibilities:

• Designing, implementing, and maintaining the build and release pipelines for software applications.
• Design, build, and maintain the CI/CD platform, including infrastructure, tooling, and automation for build, test, and deployment processes to improve efficiency and reliability.
• Work closely with engineering and delivery teams to deploy high-quality software in a fast-paced environment.
• Monitor the health and performance of the CI/CD build pipeline, implementing preventive and corrective measures to improve key reliability metrics such as availability, MTTD, and MTTR.
• Participate in incident response, debugging, and root cause analysis for production issues.
• Collaborate across teams to deliver consistent and reliable solutions aligned with organizational goals.
• Document designs, operational procedures, and troubleshooting guides clearly and effectively.

Requirements:

• 7+ years of experience in DevOps, cloud platform engineering, or production operations, with deep hands-on expertise in build and automation tools (e.g., GitLab CI/CD, Jenkins, TeamCity).
• 3+ years of experience with version control systems (e.g., GitLab, GitHub or similar)
• Experience with CI/CD pipelines, including designing, implementing, and managing build pipelines, and Git-based workflows (e.g., GitLab).
• Strong hands-on experience with infrastructure as code and automation, using Terraform, Ansible, and scripting languages (Python, Bash, or similar).
• Working knowledge of containerization and orchestration technologies, including Kubernetes, Helm, and Docker.
• Strong troubleshooting skills across infrastructure, and cloud services, with specific expertise in diagnosing build pipeline failures, identifying, tracking and resolving dependency conflicts.
• Candidates must demonstrate solid experience with Linux environments, including system administration, scripting, and performance troubleshooting
• Excellent problem-solving, analytical, and collaboration skills.
• Strong written and verbal communication skills.
• BS in Computer Science or equivalent practical experience.

Nice to Have:

• Exposure to a variety of modern CI platforms (GitHub Actions, Azure DevOps) and dedicated Continuous Delivery tools (Spinnaker, Harness).
• Hands-on experience in a multi-cloud environment, demonstrating flexibility across different public cloud providers.
• Advanced experience with observability tools (e.g., Prometheus, Grafana, Datadog).
• Knowledge of security best practices and tools for cloud-native environments (e.g., secrets management with Vault, container scanning).

• Nurture and follow up on warm leads (no cold calls)
• Build and manage a sales pipeline
• Manage sales opportunities through all stages of the sales cycle
• Identify, qualify, and close prospects; overcome objections through consultative approach
• Meet and exceed monthly sales KPI’s (key performance indicators) and monthly quota
• Track and manage opportunities in Salesforce.com CRM following standard Five9 internal sales process
• Articulate company value proposition
• Be the subject matter expert on all services and products offered by Five9
• Maintain a positive attitude and be a team player

• Minimum of 5+ years of experience in direct sales - preferably in Contact Center as a Service (CCaaS) or Unified Communications as a Service (UCaaS)
• Excellent sales and presentation skills via phone, email and web-conference
• Demonstrated success in driving sales process and closing business over the phone
• Ability to articulate complex technology concepts to a technical and non-technical audience
• Experience with CRM systems, preferably Salesforce.com
• Industry experience is a huge plus, but not required
• Energetic, upbeat, tenacious, team player with excellent verbal and written communication skills
• College degree (BA/BS) is required

• Knowledge and understanding of contact center and unified communications technology and concepts
• Cloud services; VoIP
• Previous experience with Salesforce.com CRM
• Software-as-a-Service Applications (Cloud) experience and understanding

• Design, build, and maintain public and private cloud infrastructure with a focus on reliability, scalability, and developer productivity
• Build and maintain internal developer environment tooling, primarily in Go and Python, to accelerate engineering workflows and reduce friction across the SDLC
• Drive automation initiatives that improve availability, reduce toil, and increase operational efficiency across Five9’s cloud platform
• Collaborate with Engineering teams to deliver high-quality software in a fast-paced environment, contributing technical depth to architecture and implementation decisions
• Monitor production and development environments, proactively identifying and resolving issues before they impact customers
• Contribute to incident response, SRE practices, and continuous improvement efforts to lower MTTD and MTTR
• Help define and evolve the platform engineering roadmap as Five9 scales its infrastructure for the next phase of growth

• 7+ years in infrastructure, platform, or SRE engineering roles.
• Certified Kubernetes Administrator (CKA)
• Hands-on mastery of both OpenStack and Rancher Kubernetes in production, with focus on automation, lifecycle management, and high availability.
• Proficiency with Terraform, Ansible, Helm, Argo CD, and scripting in Python/Go/Bash.
• Deep understanding of Linux internals and system performance.
• Proven application of SRE practices in high-stakes, always-on environments.
• Strong experience with observability platforms (Prometheus, Grafana, Loki/ELK/EFK).

• Create and drive revenue within a specified region or list of named accounts
• Generate business opportunities through professional networking and cold-calling 
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc. 
• Meet and exceed all quarterly and annual sales quotas
• Own the sales cycle from lead generation to closure
• Develop business plan and present the business plan during quarterly review sessions
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connections, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience

• 5+ years of outside enterprise software sales experience
• Be able to work independently and as part of a team in a fast pace, rapid change environment 
• Experience selling at the C-level
• Proven track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

• Contact Center Software Sales in less than 1,000-seat space
• Knowledge of territory or accounts assigned

As VP of Engineering, AI Innovations, you will lead the our team of talented software developers that are responsible for Five9’s AI Insights, Agent Assist and GenAI Studio products. These products are in widespread usage today. You will be responsible for directing the next phase of the evolution of these products, significantly expanding their feature sets, improving their capabilities with the latest and greatest in AI technologies, and expanding their reach to more customers with better scale and enterprise capability. You’ll take end-to-end ownership, from development through operations.

Required Work Experience:

• 10+ years experience in engineering management.
• Experience leading Engineering delivery for Customer Experience AI products, including Agent Assistance, AI Agents, and Conversational Analytics.

Required Skills

1. Technical Skills

AI / ML / GenAI Expertise

• Deep understanding of modern AI architectures: LLMs, RAG systems, embeddings, vector databases, multimodal models.
• Practical experience integrating LLMs into production systems, including prompt orchestration, function calling, structured outputs, and multi-agent workflows.
• Familiarity with model evaluation, A/B testing, safety techniques, latency/throughput trade-offs, and observability for AI systems.
• Understanding of fine-tuning, distillation, and model optimization (quantization, pruning, MoE, etc.).
• Experience with applied ML for NLP, ASR/TTS, NLU, and agent-assist use cases preferred.

Software Engineering Foundations

• Expert-level proficiency in Java and JVM-based ecosystems.
• Strong command of modern distributed systems design: microservices, event-driven architectures, concurrency, and fault tolerance.
• Experience in development and operations of software in public cloud (AWS, GCP, Azure). Nice-to-have: experience with  Google Cloud Platform (GCP)
• Experience building highly scalable, low-latency systems for enterprise SaaS.
• Strong understanding of API design (REST, gRPC), SDKs, and integrations with enterprise systems.
• Proficiency with CI/CD (GitHub Actions, Jenkins, Spinnaker, etc.) and Infrastructure as Code (Terraform).

Operational Excellence

• Deep knowledge of SRE principles: SLIs/SLOs, incident management, error budgets.
• Experience running 24×7 production systems at scale, ideally in multi-region global deployments.
• Expertise in security, privacy, and compliance relevant to CCaaS environments (SOC2, GDPR, HIPAA, FedRAMP preferred).
• Solid grasp of network fundamentals (TCP/IP, HTTP/2/3, WebRTC basics, load balancing).

1. People & Leadership Skills

Engineering Leadership

• Proven ability to lead, mentor, and grow high-performing engineering teams across multiple disciplines (backend, ML, frontend, DevOps, SRE).
• Track record of hiring top-tier engineering leaders and technologists.
• Ability to create a culture of excellence—high velocity, high quality, and accountability.
• Strong conflict-resolution skills; able to navigate ambiguity and align cross-functional teams.

Collaboration & Communication

• Exceptional written and verbal communication skills; able to clearly articulate vision, architecture, and trade-offs to both technical and non-technical audiences.
• Comfortable partnering with Product, Design, Sales Engineering, Customer Success, and Executive Leadership.
• Ability to inspire teams with a compelling technical vision and roadmap.

Customer-Centric Mindset

• Deep empathy for customers and agents using Five9’s AI products.
• Experience engaging customers directly to gather insights and validate direction.
• Ability to translate customer problems into clear technical strategies and roadmaps.

1. Organizational & Strategic Skills

Vision and Strategy

• Ability to define and execute the long-range engineering strategy.
• Strong understanding of the AI competitive landscape; able to guide build-vs-buy decisions and partner evaluations.
• Experience driving architectural modernization initiatives to scale AI products.

Execution & Delivery

• Mastery of engineering execution frameworks—OKRs, agile methodologies, metrics-driven management.
• Ability to balance innovation with reliability, velocity, and long-term maintainability.
• Skilled in managing large, multi-quarter programs and cross-org dependencies.

Budgeting and Resource Planning

• Proficiency with capacity planning, headcount allocation, staffing strategy, and forecasting infrastructure costs.
• Experience negotiating vendor contracts, including AI model providers and cloud services.

Change Management

• Ability to lead through rapid growth, shifts in technology, and organizational restructuring.
• Experience merging teams, establishing new engineering sites, and building distributed engineering organizations.

The Senior Manager, Partner Marketing for North America is responsible for leading the regional partner marketing strategy, managing a team, and driving scalable programs that accelerate demand and revenue through Five9’s channel ecosystem. This ecosystem includes resellers, TSDs, distributors, strategic alliances, and other partners that play a central role in Five9’s go-to-market model. 

This role requires a balance of strategic leadership and hands-on program execution. You will guide a team in delivering co-marketing programs, partner activation initiatives, and enablement strategies that strengthen partner engagement and expand Five9’s market reach. Working closely with Channel Sales, Global Partner Marketing, and Partner Operations, you will directly influence partner-sourced and partner-influenced pipeline across one of Five9’s largest and most critical regions. 

Key Responsibilities 

Partner Marketing Leadership 

Team Management: 
Lead and develop a partner marketing team responsible for program execution, partner communication, and campaign coordination across North America. Provide coaching, clear priorities, and ongoing support to drive high performance. 

Regional Partner Marketing Strategy: 
Develop and manage the annual partner marketing plan for North America in alignment with sales objectives, partner tiering, and regional growth priorities. 

Partner Prioritization Model: 
Establish a structured partner coverage and support model based on performance, opportunity potential, and strategic alignment with Five9’s goals. 

Program and Campaign Execution 

Co-Marketing Programs: 
Oversee the development and execution of integrated co-branded demand generation campaigns with priority partners. This includes digital marketing, webinars, ABM initiatives, content syndication, and joint events. 

Partner Enablement: 
Equip partners with the messaging, assets, training, and campaign kits needed to effectively promote and sell Five9 solutions. Drive adoption of global partner-ready campaigns and tools. 

MDF Planning and Governance: 
Manage Marketing Development Fund (MDF) planning, partner proposals, approvals, and performance tracking. Ensure MDF investments align to revenue objectives and yield measurable ROI. 

Channel Route-to-Market Programs: 
Support and scale initiatives across reseller, distributor, and TSD routes to market, including value proposition development, partner onboarding, bundled offerings, and promotional activities. 

Cross-Functional Collaboration 

Sales Alignment: 
Partner closely with Channel Sales leadership and Partner Managers on joint business planning, campaign prioritization, partner readiness, and pipeline visibility. 

Global Marketing Coordination: 
Collaborate with Global Partner Marketing, Product Marketing, and Brand teams to localize campaigns, refine value propositions, and ensure alignment with Five9’s broader marketing strategy. 

Operational Excellence: 
Create structure around reporting, forecasting, budgeting, campaign tracking, and marketing automation workflows to improve scalability, transparency, and performance measurement. 

Skills and Experience Required 

• 5–7 years of B2B marketing experience in technology, SaaS, or cloud communications. 

• Proven experience in partner marketing or channel marketing supporting resellers, distributors, or TSDs. 

• Demonstrated leadership experience — managing people, mentoring team members, or leading cross-functional initiatives. 

• Strong understanding of co-marketing, partner enablement, demand generation, and MDF management. 

• Experience collaborating closely with Channel Sales and partner ecosystems. 

• Analytical mindset with the ability to evaluate program performance, pipeline impact, and partner ROI. 

• Excellent communication, collaboration, and organizational skills. 

• Comfortable operating in a fast-paced, high-growth, matrixed environment. 

• Fluent in English; additional languages are a plus. 

Own and drive the relationships with our WEM partners, including strategic direction, alignment with internal stakeholders, key input to pricing, contracts and amendments. Accelerate and increase conversion of partner-influenced opportunities—especially WEM and Select ISVs—by orchestrating late-stage execution without taking primary deal ownership from Sales.

Reporting & Scope: Reports to VP, Strategic Partner Alliances. Global remit with initial North America focus. Supports Power of 3 tri-plays as needed.

Key Outcomes & KPIs:

• Influenced ACV closed
• Win-rate uplift vs baseline
• Cycle-time reduction (Stage 3→Close)
• New logo count from partner-sourced pipeline
• Timely turn around on contract amendments and pricing adjustments

Core Responsibilities:

• Run weekly Deal Desk clinics
• Build/coach Mutual Close Plans
• Exec mapping and joint checkpoints
• Align commercial terms and contacts (discounts, royalties, SPIFFs) with Ops/Legal
• Deliver late-stage enablement if needed
• Maintain partner-influenced forecast & dashboard
• Conduct post-mortems/op reviews

Cadence & SLAs:

• Weekly clinics + top-deal reviews and win/loss readout
• Quarterly ACV review by partner
• Partner influence AI attach

Interfaces & RACI:

• AE/ESD (Accountable) owns strategy and close
• PSA Director (Responsible/Assist) orchestrates partner and close
• Exec mapping
• Partner actions
• Alliances Leads & Ops/Legal (Consulted)
• Partners (Responsible for their actions/Informed).

Requirements:

• 12+ years enterprise SaaS sales/overlays
• Expert in late-stage mechanics
• Metrics-driven
• Strong cross-functional communication
• Comfortable with coopetition dynamics.

• Manage the sale of Five9 products and services through named national (potentially global) partners
• Drive a business plan that allows us to scale our services and develop a robust partner ecosystem for services across several disciplines
• Develop an enablement strategy to attract, develop and maintain relationships with various distributors, resellers, or agents
• Build preference for Five9’s customer experience / contact center software and services within partners’ portfolios and sales teams
• Drive global sales results and pipeline development within key national (global) partners
• Drive partner enablement throughout the entire customer journey lifecycle

• Identify and expand critical relationships within named partners that deliver a profitable business model for and enhance Five9’s solutions and services capabilities
• Help expand the partner community within the Americas to accelerate growth, by recruiting and gaining commitment of national partners
• Develop, retain and own Five9’s strategic relationships within partners that can scale our solution and increase value to customers
• Establish engagement models for ISV’s and development partners – in conjunction with strategic partner offerings
• Develop, deliver and execute viable plan(s) which will represent Five9’s interest in promoting partner corporations branding, as well as ensure Five9 is represented as the first and best option for contact center solutions
• Align closely with Five9 Sales to represent the interests of the assigned partners within Five9 to elevate our partner visibility internally and externally
• Develop Partner Training and Enablement program and certification
• Align closely with Sales and Channel to close customer opportunities, manage forecasts and pipelines
• Structure and negotiate partnership agreements that lead to incremental value and capabilities
• Develop detailed operational plans with partners to include engagement models, sales targets, and GTM strategies
• 40% travel required for this position

• Proven experience working in a dynamic team focused on building exponential growth
• 4+ years of experience in software sales, partner development, or business development within a cloud-based environment
• Emphasis on software sales
• A demonstrated ability to establish, maintain and grow business relationships successfully, with an emphasis on sales and partner processes
• Strong operational and analytical skills
• Ability to describe trends and provide insight from KPI’s
• Strong strategic thinking with a penchant for action and results
• Excellent project management and creative problem solving skills
• Exceptional communications skills, with a proven capability for public speaking, professional writing and active listening
• Bachelor’s degree or equivalent years of relevant work experience

• Experience with and knowledge of Contact Center solutions and/or VoIP
• Experience with National Partners and/or Service Providers in cloud collaboration – CcaaS, UCaaS preferred
• Experience managing partnerships with consulting firms or systems integrators for an enterprise SaaS software solution

Five9 is seeking a highly strategic Director, Employment and Litigation Counsel to partner with the People team as lead advisor on global employment and risk-related matters, as well as manage Five9’s litigation and disputes and identify, assess and mitigate potential risks.

Reporting directly to Reporting directly to Five9’s SVP, Legal, the ideal candidate will be responsible for providing expert legal advice and representation in various global employment matters, with a focus on protecting the Five9, the rights of employees and ensuring compliance with appliable employment laws, as well as advising on employee relations matters. This position offers an opportunity to work on complex cases, including whistleblower claims, class actions, and investigations. Additionally, the Director will identify, assess and mitigate potential legal risks to Five9 to drive risk-adjusted business outcomes while protecting Five9 by providing subject matter expertise on litigation, arbitration and disputes, from initial communications through final resolution. This role will collaborate directly with key stakeholders (Compliance, People, IT, Security, Finance, etc.) to devise and implement creative solutions to risk-related matters.

Key Responsibilities

Employment

• Advise on global employment laws and regulations, and partner closely with the People team on employment matters throughout the employee lifecycle, including hiring and terminations, talent acquisition, employee relations, compliance trainings, policy and handbook management, accommodations and benefits.
• Represent the company in negotiations, mediations, and court proceedings.
• Manage a diverse caseload involving employment disputes.
• Conduct legal research and prepare legal documents such as briefs, memos, and pleadings. 
• Stay updated on changes in global employment law and industry trends.
• Provide training and consultation to the business on best practices in employment matters.

Litigation Management

• Develop and implement litigation strategies in collaboration with external and internal legal counsel, as well as business stakeholders.
• Manage investigations, enforcement actions, and litigation, arbitration and disputes from commencement through resolution, providing appropriate updates to cross-functional partners and leadership regarding risk, financial impact, and opportunities to resolve.
• Prepare and review legal documents, including pleadings, motions, and settlement agreements.
• Evaluate and mitigate legal risks associated with current and potential litigation, including coordination with risk management/insurance.
• Advise the sales, services and operational teams regarding customer escalations and customer disputes.
• Respond timely to requests for information and subpoenas from regulators and others, and assist the company in developing strong procedures for compliance with these requests.
• Monitor trends and legal developments, particularly those that impact the financial services and technology industries, analyze the implications for the company, and ensure the company is well-positioned to respond and react accordingly

Risk

• Partner with diverse internal business teams (Compliance, People, IT, Security, Finance, etc.) to proactively identify legal and regulatory risks facing the company and develop and implement strategies for mitigating those risks while successfully enabling the company’s business objectives.
• Partner closely with Compliance and other departments to provide pragmatic and actionable advice, develop new policies, or implement strategic revisions to existing policies/procedures as part of the company’s risk management.
• Support other risk management initiatives, including training and internal investigations.

Strategic Counsel

• Provide proactive legal advice to senior management on litigation and compliance-related issues.
• Keep abreast of legal developments and industry trends to anticipate potential legal challenges and opportunities.

Education

• Juris Doctor (JD) degree from an accredited law school and admitted to practice in at least one jurisdiction.

Experience

• 5+ years working experience in law firms and/or in-house, with a preference in-house experience.
• Strong understanding of employment law, including whistleblower-related issues and class actions.
• Deep experience in litigation, arbitration, and/or regulatory enforcement actions, including responsibility for independently managing complex disputes with employees, customers, regulators, third parties, or others from commencement to resolution. 
• Experience managing outside counsel.

Skills, Personal Traits and Attributes

• Exceptional strategic thinking with the ability to translate insight into execution.
• Excellent written and verbal communication skills, both internal (memos, guides, presentations) and external (counterparties, regulator communications).
• Ownership mentality and comfort working on complex matters that require analysis and judgment.
• High comfort with ambiguity and complex, fast-moving environments.
• Proven ability to build and scale high-performing teams.
• High EQ, low ego, and strong bias for action.
• Trusted advisor who balances legal risk with commercial practicality.

• Create and drive revenue within a specified region or list of named accounts
• Generate business opportunities through professional networking and cold-calling 
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc. 
• Meet and exceed all quarterly and annual sales quotas
• Own the sales cycle from lead generation to closure
• Develop business plan and present the business plan during quarterly review sessions
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connections, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience

• 5+ years of outside enterprise software sales experience
• Be able to work independently and as part of a team in a fast pace, rapid change environment 
• Experience selling at the C-level
• Proven track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

• Contact Center Software Sales in less than 1,000-seat space
• Experience selling to COO/CFO
• Knowledge of territory or accounts assigned

The Product Management Director will play a critical role in evangelizing Five9’s Outbound Contact Center SaaS solution to the market. This leader will bridge product strategy, customer engagement, and field enablement—ensuring Five9 remains the partner of choice for enterprises looking to drive proactive customer outreach. The role requires a balance of market-facing evangelism, customer discovery, and internal product leadership to align the roadmap with customer and market needs. Unlike traditional  inbound contact centers, where the focus is on responding to customer-initiated interactions, outbound engagement is proactive—requiring precision, compliance, and business-driven use cases. The Director of Product Management – Outbound Solutions will champion Five9’s outbound SaaS platform, helping enterprises leverage proactive communication to drive revenue, improve collections, enhance customer loyalty, and ensure compliance.

Responsibilities: 

• Market Evangelism & Customer Engagement

  • Act as the face of Five9’s outbound portfolio in customer meetings, executive briefings, and analyst sessions.
  • Discover and articulate high-value outbound use cases such as collections, payment reminders, surveys, proactive notifications, appointment confirmations, and digital campaign outreach.
  • Showcase how enterprises can stay compliant (e.g., TCPA, Reg F, FDCPA) while achieving measurable ROI.
  • Continuously identify new opportunities where proactive engagement keeps Five9’s solutions relevant.

  Field Enablement & Sales Support

  • Equip presales and sales teams with outbound-specific positioning, messaging, demos, and compliance differentiators.
  • Partner with go-to-market teams to accelerate subscription growth in North America.
  • Engage directly in strategic deals, mapping outbound capabilities to customer business objectives.

  Product Strategy & Roadmap Alignment

  • Capture customer feedback, compliance trends, and market signals to evolve the roadmap.
  • Prioritize capabilities like multi-channel campaign orchestration, predictive dialers, agentless outreach, and AI-driven engagement optimization.
  • Collaborate with engineering and UX to ensure product development aligns with enterprise requirements for scale, compliance, and ROI measurement.

  Thought Leadership

  • Serve as Five9’s outbound solutions evangelist at industry events, advisory boards, and analyst briefings.
  • Promote thought leadership around next-gen outbound engagement, including AI-assisted campaigns, omnichannel orchestration, and regulatory readiness.
  • Position Five9 as the leader in outbound innovation, differentiating from inbound-centric providers.

Key Performance Indicators (KPIs):

• Success in this role will be measured by:

  • Revenue Impact – Contribution to annual recurring revenue (ARR) growth from outbound product adoption and upsell.
  • Customer Engagement – Number of outbound-specific customer and prospect engagements (executive briefings, advisory boards, use case workshops).
  • Sales Enablement Effectiveness – Increase in win rate and shortened sales cycles for outbound deals after enablement initiatives.
  • Roadmap Execution – Timely delivery of prioritized features aligned with customer and compliance needs.
  • Market Differentiation – Analyst recognition and improved market positioning of Five9 outbound solutions.
  • Use Case Expansion – Growth in the number of validated and monetized outbound use cases across industries (collections, healthcare, retail, financial services).

Qualification:

• 10+ years in Product Management, Presales, or related roles within SaaS, CCaaS, or enterprise communication technology.
• Proven track record in market evangelism and customer engagement for outbound or proactive communication solutions.
• Strong domain expertise in outbound contact center strategies, including dialers, campaigns, and multi-channel engagement.
• Familiarity with compliance regulations (TCPA, Reg F, FDCPA, HIPAA) impacting outbound communications.
• Experience aligning SaaS roadmaps with revenue-driving and compliance-sensitive use cases.
• Exceptional communication and executive presence, with the ability to influence C-level stakeholders.
• Bachelor’s degree required; MBA or advanced degree preferred.

Ideal Candidate Profile:

The ideal candidate will:

• Be a Storyteller: Able to translate complex outbound technology into compelling business narratives that resonate with executives and front-line users alike.
• Act Like a Market Evangelist: Thrive in front of customers, prospects, analysts, and industry audiences, representing Five9 as the thought leader in outbound engagement.
• Customer-Centric Mindset: Naturally curious about customer challenges and able to translate them into actionable roadmap priorities.
• Strategic + Hands-On: Comfortable shaping long-term product strategy while also rolling up sleeves to support sales, demos, and key customer engagements.
• Influencer Across Functions: Skilled at driving alignment between Product, Engineering, Sales, Marketing, and Customer Success.
• Compliance-Savvy: Understands the importance of regulatory requirements in outbound engagement and can confidently speak to compliance in customer conversations.
• Growth-Oriented: Motivated by delivering measurable outcomes—ARR growth, adoption, customer satisfaction, and competitive differentiation.

The VP of Global Tax will be a key leader within the finance organization, responsible for all aspects of the company's global tax strategy, planning, and compliance. This role requires a strategic thinker with deep expertise in both direct and indirect taxation, a strong understanding of FCC regulations, and experience with the unique tax challenges of the SaaS and telecommunications industry.

Key Responsibilities:

• Global Tax Strategy: Develop and implement a comprehensive global tax strategy that aligns with the company's business objectives and minimizes tax risk.
• Direct Tax: Oversee all aspects of global direct tax, including income tax compliance, transfer pricing, and tax provisions for our international operations.
• Indirect Tax: Manage all indirect tax matters, including sales and use tax, VAT, telecommunications tax, FCC compliance and other transactional taxes across all jurisdictions.
• FCC Compliance: Ensure compliance with all tax-related aspects of FCC regulations, including universal service fund (USF) contributions and other regulatory fees.
• Telecom Product Expertise: Provide tax guidance on new product introductions and service offerings, ensuring that all tax implications are identified and addressed.
• Tax Planning: Identify and implement tax planning opportunities to optimize the company's tax position.
• Audit Defense: Manage all tax audits and controversies with tax authorities around the world.
• Team Leadership: Lead and mentor a team of tax professionals, fostering a culture of high performance and continuous improvement.
• Stakeholder Collaboration: Partner with cross-functional teams, including sales, legal, accounting, and business operations, to provide tax support and guidance.

Qualifications and Skills:

• Bachelor's degree in Accounting, Finance, or a related field; CPA and/or JD with a tax emphasis is highly preferred.
• 10+ years of progressive tax leadership experience in a multinational corporation or public accounting firm, with a focus on the technology or telecommunications industry.
• Proven expertise in both direct and indirect taxation on a global scale.
• In-depth knowledge of FCC regulations and their tax implications.
• Experience with the tax treatment of telecommunications products and services.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with the ability to articulate complex tax issues to non-tax stakeholders.
• Strategic mindset with a demonstrated ability to identify and implement effective tax planning strategies.

Five9 is seeking a detail-oriented and experienced Global Equity Manager to join our dynamic Stock team. This is a pivotal role where you will be a key player in the administration of our global equity programs. Partnering directly with senior leadership and reporting to the Senior Director, Global Equity, you will help shape our employees' experience, strengthen our compliance framework, and have a significant impact on a core component of our business.

What You'll Do

As our Global Equity Manager, you will be empowered to:

• Manage Core Equity Functions: Including the end-to-end administration of our international equity programs, such as processing new RSU/PRSU grants, RSU/PRSU releases and associated tax withholdings, and ESPP purchases.
• Support Public Company Compliance: Provide required SEC filings (Forms 3, 4, and 5) and Rule 144.
• Provide Guidance and Support to Executive Team: Review prospective 10b5-1 trading plans and track Ownership Guideline Compliance for section16 Officers; and serve as a key partner to our Legal team in upholding the Insider Trading Policy.
• Serve as a Cross-Functional Liaison: Function as a primary contact for our Transfer Agent, brokers, and internal teams. You will provide critical equity expertise and support to our Legal, Finance, Global Payroll, and People teams.
• Prepare Key Financial Reports: Prepare essential documentation for our annual Proxy statement, including Pay vs. Performance calculations and equity tables, and assist with the annual D&O Questionnaire process.
• Ensure Audit & SOX Compliance: Support all period-end and year-end reconciliation processes, manage Form 6039 reporting, and partner seamlessly with internal and external auditors to guarantee SOX compliance.

What You'll Bring

We are looking for a professional who combines deep expertise with a proactive mindset.

• Experience: 5+ years of progressive equity administration experience within a publicly traded company.
• Expertise: Deep knowledge of various equity instruments (RSUs, PRSUs and ESPP) and a comprehensive understanding of their domestic and international tax implications.
• Initiative: A proactive, self-directed work ethic with a proven ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Communication: Exceptional people skills, with the ability to build relationships and convey complex information clearly to employees at all levels, from new hires to the executive team.
• Technical Skills: Advanced proficiency in Microsoft Excel and the entire Office Suite.

Bonus Points

• Certified Equity Professional (CEP) designation.
• Hands on experience with the EDGAR platform.

Join our Professional Services as a Professional Services Program Manager. In this role, you'll do more than just implement solutions, you will be the critical link ensuring our customers achieve maximum value, directly contributing to their success and our business growth. We are looking for a self-driven individual who thrives on solving complex challenges and is passionate about delivering an exceptional customer experience.

Key Responsibilities:

• Lead and manage all day-to-day operational and tactical aspects for multiple Implementation projects with a focus on time, scope, and budget.
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers.

Key Qualifications:

• 5+ years as a Program Manager, Scrum Master, or Technical Consultant.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Exposure to Artificial Intelligence within the Voice and Digital channels.
• Contact Center Industry experience highly preferred.
• Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired.
• Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
• Must be willing to travel up to 10% or as needed regionally with some national and international travel possible (valid passport required).
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• One or more of the following certifications is preferred; PMP, PRINCE2, Agile or Kanban related certifications.

Key Skills:

• Must possess a strong combination of project management skills, technical call center expertise, AI, and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Must be a natural leader:  Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
• Strong knowledge of CCaaS, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices.
• Must be strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems.
• Must demonstrate a strong sense of accountability and ownership with the ability to take proactive action and act with urgency as circumstances require.
• Exceptional with time management and organization.
• Bilingual skills a plus.