Five9
Cloud contact center software
SeniorEngineeringManager,AIAgents
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“Senior Engineering Manager, AI Agents at Five9. Skills: AI Agents, GenAI, Cloud contact center software, Software Development Management, Java, Enterprise SaaS. lead the development and delivery of Five9’s AI Agent software platform. building and managing a high-performing engineering team”
What You'll Achieve.
deliver an enterprise-grade platform; provide customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center; reduce costs while improving CX
Industry & Context.
What They're Looking For.
Must Have
1+ years of Experience in software development for GenAI platforms for Customer Support/Customer Experience is REQUIRED, 5+ years of software development experience, ideally in Java, 5+ years of experience in enterprise SaaS software development, 10+ years of software development experience, Bachelors or advanced degree in computer science, computer engineering or similar, Experience using Claude Code for software development
Nice to Have
Spring Boot, understanding of object-oriented design, design patterns, clean code, refactoring, code quality best practices, Deep experience designing and building distributed, event-driven systems with high reliability and low latency, Expertise in API design (REST/gRPC), service contracts, backward-compatible evolution, 1+ years familiarity with LLMs, prompt orchestration, function calling, multi-agent reasoning workflows, Experience building AI-enabled microservices, integrating LLM providers, embeddings, vector databases, RAG pipelines, structured output validation, Solid understanding of model latency, throughput, caching strategies, eval frameworks, ML-specific observability, Experience using one or more frontier models from OpenAI, Google, or open source, Cloud capable of explaining technical decisions to: Engineering leadership, Product & UX, Support, SRE, QA, and Solutions Engineering, Demonstrated ability to collaborate across orgs to deliver complete, integrated product experiences
What You'll Do.
lead the development and delivery of Five9’s AI Agent software platform
building and managing a high-performing engineering team
and production-grade AI-powered systems used in real-time customer conversations
hiring and developing engineers
improving engineering processes
enabling execution across the software development lifecycle
guide architecture discussions
guide technical decisions
guide engineering best practices
make use of AI coding assistants
specifically Claude Code
work with the team using these tools
set technical direction for the platform
ownership across the entire SDLC—design → implementation → CI/CD → monitoring → production operations
decomposing large initiatives into deliverable components
driving execution with high accountability
How You'll Work.
Team & Collaboration
collaborate closely with Product, SRE, Support, and other engineering teams; collaborate across orgs to deliver complete, integrated product experiences
Communication Scope
explaining technical decisions to: Engineering leadership, Product & UX, Support, SRE, QA, and Solutions Engineering
Process & Methodology
decomposing large initiatives into deliverable components, driving execution with high accountability
Full Job Description
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Senior Engineering Manager, AI Agents The Company Join us in bringing joy to customer experience. Five9 is a leading provider of AI-enabled cloud contact center software. We are a publicly traded US company, generating over a billion US dollars a year in revenues. In our last earnings call, we reported that AI is now 11% of our enterprise subscription revenues, making us one of the largest vendors of enterprise AI for customer experience. If AI is the hot technology right now, and AI Agents are the hottest area of that technology, and Customer Experience (CX) is the most important application of AI Agents, Five9 is sitting at the pinnacle of the most innovative area of technology we’ve seen in twenty years. The Mission Our vision is nothing less than to reimagine the experience of connection between end users and the brands which serve them. We are doing so by reimagining the contact center software stack using AI Agents. Our AI agents will offer self-service which delights and accomplishes tasks at super-human speeds, while also blending in live human agents for the many cases when a human touch is needed. Our AI agents will assist the live agents too, and help supervisors and managers get the most out of their mix of human and AI labor. Our AI Agents will analyze troves of conversations, extracting insights and data that provide actionable guidance on how brands can reduce costs while improving CX. We believe in the power of AI and humans combined. The Culture Living our values everyday results in our team-first culture and enables us to in
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