Senior Engineering Manager | AI Full-time

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.

We are looking for a Senior Manager of Engineering for our AI and Automation team, to lead a group of talented engineers that that will be responsible for our Generative AI platform technology stack. This platform will bring GenAI technologies, including Large Language Models (LLM) from OpenAI and other vendors, into multiple Five9 products, including agent assistance and next-generational conversational agents. This team will sit at the forefront of modern AI technology and focus on applying them to support a growing portfolio of GenAI products at Five9. No prior AI experience is required – this is an ideal opportunity for someone who has been seeking an AI role – but has lacked the experience – to get their foot in the door. The team will work closely with counterparts in the U.S. who will be building applications leveraging this platform.

This person will have experience in developing software as a service with emphasis on automation, strong analytical and troubleshooting skills, and has exceptional leadership and communication skills.

Key Responsibilities:

• Hiring and growing the team is a key responsibility.
• Mentor staff to develop their full potential with 1:1’s, appraisals, training, career development, recruitment, and performance in accordance with company practices.
• Work with Product team, and scrum teams to make sure the backlogs are properly groomed, requirements are defined and delivery of product using our cloud train best practices.
• 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 maintaining for all the services.
• Measure team performance and results to drive focus and inspire top performance.
• Report on progress of schedules and tasks to senior leadership and program management.
• Develop and manage collaborative relationships with vendors for utilised components and/or services.
• Participate in on-call escalation rotations for provided services.

Key Requirements:

• 10+ years of industry experience with 2-4 years as leading teams to deliver customer facing products.
• Experienced in leading, coaching, and mentoring Software Development teams and delivering high quality software together with them.
• Effective communication (verbal, writing and presentation) and leadership skills are essential.
• Experience in developing software in cloud, microservices architecture is a must.
• Work with Architecture team and senior staff to set technical direction of team.
• Self-motivated, strong sense of accountability, good team player, able to handle multiple tasks at once and work independently with minimal supervision.

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flexi Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance
• 25 day Annual Leave + Public Holidays

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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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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.