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
Additional Information
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.
Five9 · San Francisco