Senior Manager, Engineering - AI Agents

• Lead planning and enable strong execution of engineering initiatives and product roadmap
• Ensure projects are delivered predictably and with high quality
• Focus on customer success, ensuring quality AI agent experiences with low latency and high accuracy
• Break down large initiatives into achievable milestones
• Partner with Product Management to prioritize work and manage trade-offs
• Collaborate with Forward Deployed Engineering (FDE) teams on AI agent implementations
• Drive continuous improvement in development processes and team productivity

• Perform code reviews, guide software architecture andtechnical decisions
• 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

• 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

• 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

• 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

• 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 rigorous interviewing and vetting processes – either as the hiring manager or as part of interview panels

• 1-2 years experience building AI Agent platforms for CX, including voicebots, chatbots and AI assistants

While this role is primarily management-focused, candidates must have sufficient technical depth to guide architecture and mentor engineers.

• 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

• 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

• 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

• 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

• 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

• 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:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

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.