Five9

Director

• Join Five9 in bringing joy to customer experience as a Senior Director, Network Reliability.
• Lead the network function and take ownership of the entire environment.
• Stabilize urgent work and begin rebuilding both the team and the operating model against clear and measurable timelines.
• This is a player-coach role; maintain connection with the work while ensuring the team is not dependent on one person.

Senior Director, Network Reliability

Consultant

• Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Desktop and process analytics and Quality Monitoring.
• Initially, this role will have a focus on DPA 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 DPA services and will be responsible for the development and maintenance of all DPA service offerings and customer-facing materials.

Workforce Engagement Management, Verint DPA Consultant

Full-stack Engineer

• Contribute to the next generation of Five9’s modern SaaS platform enabling AI-driven customer engagement.
• Design and develop highly available, scalable, and reliable microservices infrastructure.
• Build and enhance Identity & Access Management (IAM) systems supporting OAuth, security tokens, SSO, federation, and customer/partner identities.
• Apply cloud and open-source technologies to solve complex platform challenges.
• Gain deep understanding of existing systems and contribute to architectural improvements.
• Troubleshoot production issues and provide operational support across the software stack.
• Collaborate with cross-functional engineering teams and drive technical excellence.

Senior Software Engineer

Infrastructure Engineer

• Own the platform function end-to-end across Openstack and Kubernetes (private cloud), Infrastructure as Code, automation frameworks, shared platform services, and AI compute infrastructure
• Operate the platform as a product for internal engineering teams, driving adoption, self-service, developer experience, standardized platform patterns, and measurable delivery outcomes
• Lead the platform software supply chain, including source control, code review, CI/CD, testing, security validation, artifact management, observability, deployment, rollback, release management, and lifecycle governance
• Define and mature core platform services including observability, secrets management, DNS/DDI, identity, registries, CI/CD tooling, and GPU-enabled platform capabilities supporting AI workloads
• Drive platform architecture and technology direction across Kubernetes, storage, and virtualization including operational hardening, scalability, and modernization initiatives
• Establish scalable operational and engineering practices including SLOs, incident escalation response, change management, on-call health, runbooks, post-incident corrective actions, ADRs, code reviews, and shared ownership models
• Build and develop a high-performing platform engineering organization through strong hiring, leveling, coaching, engineering standards, and organizational design practices
• Partner closely with network, compute, storage, and datacenter operations leadership, security, production operations, cloud engineering, and automation teams to drive aligned platform execution at scale

Senior Director, Infrastructure Architecture – Engineering

QA Engineer

• Design and code test solutions around the Cloud Platform environment with test-as-infrastructure principles
• Lead Quality and Automation initiatives across multi-disciplinary teams, coordinating process definition, best practices, and efficient usage of infrastructure
• Participate in Agile software development initiatives (standup, planning, and Increment planning) to support innovation and enhancement of automation frameworks and tools through iteration/functionality testing
• Work closely with operations and sustaining teams to ensure platform availability
• Build sustainable engineering practices through, among other things, active code reviews, architecture discussions, guided by the selection of technologies, and mentorship
• Ensure continuous resource utilization and drive continuous efficiency improvements
• Think quickly, with the ability to make decisions with incomplete data
• Bring energy, positivity, and drive to your team
• Design, code, and automate application testing using Selenium, Playwright, and REST API
• Build frameworks for different channels/platforms including SaaS, Mobile, Desktop, and Web applications

Senior Quality Engineer

Product Manager

• Define and execute the 0-to-1 product strategy for Five9's AI-powered insights and analytics offerings.
• Handle real-world data complexities, manage ML model limitations in production environments, and make critical product decisions even when data is incomplete.
• Partner deeply with Engineering, Applied Science/ML, Design, and GTM functions to deliver superior products for our customers.
• Actively engage with customers and design partners to gather feedback, validate assumptions, and refine the product roadmap based on real-world usage and pain points.
• Conduct competitive research and market analysis to identify new opportunities in AI/ML analytics and maintain a competitive edge.
• Demonstrate a builder's instinct with strong opinions, loosely held. Know when to double down and possess a track record of confidently killing features or pivoting strategies that aren't working.

Senior Product Manager – AI Innovations

Engineering Manager

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

Engineering Manager – Digital

Cloud Engineer

• Design, implement, and automate components of large-scale distributed cloud systems
• Implement and support PAM solutions, primarily on OpenStack, ensuring secure and reliable access management
• Build tools, automation, and workflows to improve availability, scalability, latency, and operational efficiency
• Work closely with engineering and delivery teams to deploy high-quality software in a fast-paced environment
• Monitor production and development environments and implement preventive and corrective measures to ensure platform reliability
• Participate in incident response, debugging, and root cause analysis for production issues
• Collaborate across teams to deliver consistent and reliable solutions
• Document designs, operational procedures, and troubleshooting guides clearly and effectively
• Contribute to improvements in reliability metrics such as availability, MTTD, and MTTR

Senior Cloud Platform Engineer

DevOps Engineer

• Lead business process mapping, analysis, and redesign for infrastructure and reliability services, documenting as-is, identifying gaps, and designing future-state operating models.
• Define and mature business architecture principles, process standards, policies, procedures, and governance controls supporting infrastructure lifecycle management.
• Facilitate cross-functional workshops to drive consensus on process improvements, operating models, roles, and decision frameworks.
• Develop process documentation, control narratives, RACI models, workflows, and supporting artifacts to improve consistency and operational effectiveness.
• Architect and govern business processes supporting the full lifecycle of network and infrastructure services.
• Establish lifecycle controls, process checkpoints, and release governance aligned to reliability, risk, and business objectives.
• Partner with engineering and operational teams to improve service onboarding, operational readiness, and release management processes.
• Support integration of lifecycle processes across infrastructure, service management, and reliability functions.
• Develop and mature policies and procedures supporting Site Reliability Engineering (SRE) practices, including service reliability governance, operational controls, and procedural standards.
• Support adoption of SRE principles, including service level indicators (SLIs), service level objectives (SLOs), error budgets, and operational performance measurements.
• Drive continual service improvement through process optimization, root cause trend analysis, and control effectiveness reviews.
• Partner with technical teams to align business processes with reliability engineering and operational excellence practices.
• Ensure processes and controls align with internal governance requirements and external frameworks, including ISO 9001, ISO/IEC 20000, and other applicable compliance standards.
• Maintain an audit-ready posture through evidence management, control documentation, process adherence, and remediation tracking.
• Lead process control assessments, support audits, and coordinate corrective actions related to findings.
• Strengthen compliance mapping between policies, procedures, controls, and operational practices.
• Lead strategic discussions with stakeholders to evaluate current operating models and define transformation roadmaps.
• Serve as a trusted advisor to infrastructure leadership, operations, engineering, and compliance teams.
• Work independently to identify issues, develop solutions, and drive initiatives through execution with minimal oversight.
• Influence adoption of standardized practices and foster a culture of process discipline, accountability, and continuous improvement.

Senior Site Reliability Engineering Program – Compliance Manager

• Lead the architecture and design of enterprise compute and hypervisor platform solutions across hardware, OS, virtualization, cloud orchestration, and container orchestration layers.
• Define standards and automation frameworks for bare metal provisioning and lifecycle management.
• Design and implement Bare Metal as a Service (BMaaS) capabilities for scalable infrastructure consumption.
• Architect and design Kubernetes platforms on bare metal with QoS and Affinity (ArgoCD).
• Architect and validate automated deployments of operating systems and hypervisors including Ubuntu and Harvester.
• Design and maintain PXE-based provisioning environments leveraging Redfish APIs for large-scale server deployments.
• Develop Infrastructure-as-Code using Ansible, Terraform, Helm and Git, with Python/Bash automation.
• Implement CI/CD pipelines for infrastructure updates, patching, upgrades, testing, and rollback.
• Design automated workflows for server build, firmware lifecycle management, patching, and hardware validation.
• Evaluate and standardize enterprise hardware platforms to meet performance, scalability, and reliability requirements.
• Produce detailed high-level and low-level design documentation, build guides, and operational handoff materials.
• Perform deep troubleshooting across storage, Kubernetes, hypervisors, networking, and Linux systems.
• Partner with operations, network, storage, and platform teams to ensure designs are supportable and production-ready.
• Participate in on-call escalation support for complex platform-related issues.
• Collaborate globally on change management, documentation, and operational best practices.

Senior Site Reliability Engineer – Compute Platforms

• Define the product roadmap and strategic direction for AI innovations.
• Oversee the end-to-end product lifecycle.
• Partner closely with Engineering, Data Science, and Product Design.
• Collaborate with clients and Go-To-Market teams.
• Make informed strategic decisions amid ambiguity.
• Objectively evaluate product performance and leverage KPIs.

Senior Product Manager, AI Innovations – Agent Assist

• Support the existing ISV partners during discovery, integration & the accreditation process.
• Support the existing BD product process, including and not limited to long term assignment and support of specific BD partners.
• Help identify partners who should be on Five9 paper as Select ISV Partners.
• Help with certification, accreditation & documentation of ISV and Select ISV Partners Products.
• Support Global System Integrators with all technical topics which can include general questions, vertical demo builds, CRM integrations & the “art of the possible” capabilities.
• Review & update ISV documentation for Five9 implementation services for deployments, technical documentations, sales documentation & Select ISV partner preview documentation.
• Provide escalation point for ISV partners with their integration with Five9.
• Help coordinate updates of SI/ISV/BD partner integrations within the following groups:
• Sales
• Product Management
• Customer Support
• Liaison between ISV/Select/BD partner and Product Management on improvements/Feature Requests.
• Define Select ISV joint solution demos:
• Conduct trainings with the SI/ISV/BD partner SCs to demonstrate the joint solution.
• Formalize accreditations
• Provide support to Partners on Custom Solutions and escalation points to PS.
• Help define which Custom Solutions can be extended to partners and help define GTM strategies of these products.
• Supporting partners with API’s and API documentation.
• Enabling field SCs with technical enablement of partners.
• Define technical swim lanes between existing Five9 product and third-party vendors.
• Help standardize technical trainings and certifications of Five9 partners on how to use Five9 APIs.

Principal Solution Consultant

General Counsel

• The attorney will own the execution of day-to-day sales and commercial legal process activity.
• This role will partner closely with 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 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.

Legal Director – Legal Transactions

Customer Support

• 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
• 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
• 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
• 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.

Principal Product Manager, Google Gemini Enterprise – Customer Experience

Marketing

• Be the interlock between Product Marketing and Regions on big bet topics and campaign definition
• Manage individual marketing campaigns as prioritized
• Alignment with digital: web and demand gen and AR/ PR teams for an integrated execution
• Orchestrate content creation and execution across Product Marketing, 3rd party agencies and digital platforms, including digital and web assets, events, videos, surveys, strategic content and creative, etc.
• Plan and execute end-to-end multi-channel global campaigns and optimization for marketing campaigns, programs such as programmatic, webinars, adhoc emails, nurtures, events etc.
• Manage and organize campaign documentation, plans, performance data/ report etc.
• Collaborate with Content team and develop campaign focused messaging for campaign specific deliverables (ie. Ads, landing pages, etc.) and ensure consistent brand voice and messaging across all marketing channels for top tier campaigns and assets.
• Partner with product management and sales enablement teams to align marketing efforts with product launches and sales objectives for campaign deliverables.