Sr Mgr, Engineering | Data Cloud

About Five9

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise‑based solutions to the cloud.

Five9 provides cloud contact center software that is reliable, secure, compliant, and scalable—designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

About the Team

We are seeking a Director of Engineering, Data Cloud to lead the development and optimization of our customer data platform, leveraging the Five9 Data Cloud to drive personalized marketing, revenue execution, and customer engagement in the contact center industry.

This role is responsible for architecting scalable data pipelines, AI‑driven analytics, and compliance‑first data solutions, enabling seamless integration of first‑party data across multiple sources. The ideal candidate has deep expertise in cloud-based data platforms, customer journey analytics, AI/ML, and enterprise-scale data engineering.

This leadership role focuses on delivering actionable insights, improving omnichannel engagement, and driving revenue growth through data-driven decision-making.

What You Will Do (Responsibilities)

As a Manager/Director of Engineering, Data Cloud at Five9, you will:

• Lead the design, development, and optimization of the Data Cloud platform for contact centers, ensuring scalability, security, and compliance.
• Oversee ingestion and integration of first-party customer data from CRM, CCaaS, WFM, marketing automation, and analytics tools into the Five9 Data Cloud.
• Implement AI/ML models to enhance predictive analytics, customer segmentation, sentiment analysis, and journey orchestration.
• Define and execute the technology roadmap for the Customer Data Cloud Platform, ensuring alignment with business goals.
• Lead and mentor a team of engineers, fostering a culture of innovation, collaboration, and technical excellence.
• Architect and oversee the development of real-time and batch data processing pipelines using Kafka, Python, and Java.
• Ensure seamless integration with CRM, billing, collections, and healthcare platforms to build comprehensive customer profiles.
• Leverage Snowflake for data storage, management, and analytics to enable advanced customer segmentation.
• Drive scalability, security, and reliability in a cloud-native environment on AWS.
• Collaborate with product managers, data scientists, and stakeholders to optimize data-driven customer engagement.
• Establish engineering best practices, CI/CD pipelines, and DevOps methodologies to enhance engineering efficiency.
• Manage engineering budgets, resource allocation, and vendor relationships.
• Ensure adherence to GDPR, CCPA, PCI‑DSS, HIPAA, and other global data privacy regulations.
• Leverage Five9’s data and analytics capabilities to drive targeted customer outreach, retention, and sales growth.
• Ensure high availability (99.99% uptime), reliability, and scalability of the data cloud infrastructure.
• Work closely with product, data science, marketing, and engineering teams to develop innovative customer engagement solutions.

What You Need (Qualifications)

As a Manager/Director at Five9, you will need:

• Bachelor’s or Master’s degree in Computer Science, Data Engineering, or a related field.
• 12+ years in data engineering, cloud platforms, and analytics, with at least 5 years in a leadership role.
• Strong background in contact center technologies, customer engagement platforms, or CCaaS.
• Hands‑on experience with Data Cloud, Big Data platforms, and Customer Data Platforms (CDPs).
• Expertise in cloud-native architectures, AWS services, and distributed systems.
• Strong hands‑on experience with Snowflake, Kafka, Python, and Java.
• Deep understanding of data integration with CRM, billing, and healthcare platforms.
• Knowledge of data privacy and compliance regulations, and security best practices.
• Expertise in API integrations, ETL pipelines, and real-time data streaming architectures.
• Experience with AI-driven customer analytics, NLP, and predictive modeling.
• Strong understanding of regulatory requirements such as GDPR, HIPAA, and CCPA.
• Ability to build, mentor, and lead high‑performing data engineering teams.
• Experience driving business impact through data‑driven strategies in cross‑functional environments.
• Excellent leadership, communication, and problem‑solving skills.
• Experience working in fast-paced, high-growth environments.
• Familiarity with AI/ML-driven customer segmentation and analytics.

Diversity & Inclusion

Five9 is committed to building a diverse and inclusive workforce. We believe that a variety of backgrounds, perspectives, and experiences drives innovation and strengthens our culture. Five9 is proud to be an Equal Opportunity Employer.