Five9 · San Francisco
OtherHybrid
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
The Senior Manager, Engineering - AI Agents will lead the development and delivery of Five9’s AI Agent software platform, which provides customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center. This is one of the hottest areas of application for AI Agent technology!
This role is responsible for building and managing a high-performing engineering team that develops scalable, reliable, and production-grade AI-powered systems used in real-time customer conversations.
You will be responsible for hiring and developing engineers, improving engineering processes, and enabling strong execution across the software development lifecycle. While this is a management role rather than an individual contributor position, the ideal candidate will bring strong technical credibility with engineers and guide architecture discussions, technical decisions, and engineering best practices.
You will collaborate closely with Product, SRE, Support, and other engineering teams to deliver an enterprise-grade platform while fostering a culture of operational excellence, ownership, and customer empathy.
This role is hybrid. 3 days a week (M, W, TH) in our San Francisco office is required.
Key Responsibilities
Team Leadership & Development
Delivery & Execution
Technical Leadership
Operational Excellence
Cross-Functional Collaboration
AI-Augmented Engineering Practices
Required Experience
Desired Experience
Technical Background
While this role is primarily management-focused, candidates must have sufficient technical depth to guide architecture and mentor engineers.
Software Engineering
• Strong background in Java or JVM-based backend systems
• Experience designing distributed systems or microservices architectures
• Familiarity with API design (REST/gRPC) and scalable service architectures
AI / GenAI Platforms
• Familiarity with LLM-based systems, prompt engineering, AI Agent architectures and design patterns
• Understanding of common AI platform patterns such as embeddings, RAG pipelines, or model integration
• Awareness of performance and reliability considerations for AI-backed systems
Cloud & Infrastructure
• Experience building SaaS platforms in public cloud environments (GCP preferred but not required)
• Familiarity with microservices architectures and cloud-native systems
• Basic understanding of networking concepts such as load balancing, service-to-service communication, and API gateways
Operational Excellence
• Experience operating production services in enterprise SaaS environments
• Familiarity with observability practices (metrics, logging, tracing)
• Experience participating in or leading incident response and root cause analysis
Leadership & Collaboration Skills
• Proven ability to build and develop strong engineering teams
• Strong mentoring and coaching capabilities
• Ability to guide engineers through technical design and problem solving
• Excellent communication skills across engineering and product organizations
• Ability to align teams around clear priorities and ownership
What Success Looks Like in This Role
• Hire a strong engineering team delivering reliable AI platform capabilities
• Predictable and high-quality delivery of engineering initiatives for our core AI Agent platform
• Clear engineering ownership and operational accountability
* Customer obsession resulting in customer satisfaction with AI Agent quality, latency and accuracy
• Scalable and maintainable platform architecture
• Engineers effectively leveraging AI-assisted development tools
• A culture of accountability, collaboration, and technical excellence
Work Location: This role is hybrid. 3 days a week (T, W, TH) in our San Francisco office is required.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.