Overview
We are seeking a Director of Engineering – Digital to lead the digital transformation of our contact center technology ecosystem. This role will drive the development and implementation of cutting-edge AI-powered customer engagement platforms, cloud-based contact center solutions, and omnichannel communication strategies.
The ideal candidate will bring deep expertise in cloud contact centers (CCaaS), conversational AI, automation, and customer experience (CX) optimization, along with strong technical depth and leadership capabilities.
What You’ll Do
As a Director of Engineering at Five9, you will:
- Define and execute the technology roadmap for the digital campaign management 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 AI-driven features that enhance connect rates and conversion rates across multiple digital channels
- Ensure scalability, security, and reliability in a multi-tenant SaaS environment
- Collaborate with product managers, designers, and data scientists to develop and deploy cutting-edge campaign optimization techniques
- Stay ahead of emerging technologies and industry trends, integrating best practices into the development process
- Establish engineering best practices, CI/CD pipelines, and DevOps methodologies to improve development velocity
- Manage engineering budgets, resource allocation, and vendor relationships
- Work closely with operations, customer service, IT, and business leaders to align digital solutions with company objectives
- Ensure 99.99% uptime, scalability, and resilience of digital platforms to handle high call volumes
What You Bring
As a Director of Engineering at Five9, you will need:
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
- 12+ years of software engineering experience, with at least 5 years in a leadership role
- Proven track record of building and scaling AI-powered SaaS products, preferably in digital marketing or customer engagement domains
- Expertise in modern software architectures, cloud computing (AWS/Azure/GCP), and microservices-based development
- Strong experience with AI/ML technologies, NLP, and predictive analytics for customer engagement
- Hands-on experience with programming languages such as Java, and modern front-end frameworks such as React, with strong full-stack engineering capabilities
- Strong technical depth with the ability to be hands-on when needed, and comfort leveraging agentic coding tools and AI-assisted development environments to improve engineering productivity
- Knowledge of campaign management, customer journey automation, and omnichannel engagement strategies
- Experience working with social media and messaging APIs (e.g., WhatsApp Business API, Instagram API, etc.)
- Strong understanding of data privacy, security compliance, and scalability challenges in multi-tenant SaaS platforms
- Excellent leadership, communication, and problem-solving skills
- Experience working in a fast-paced, high-growth or startup environment
- Familiarity with A/B testing, personalization, and analytics-driven product development
- Understanding of GDPR, CCPA, and other data protection regulations
Why Join Us
- Lead the digital evolution of a high-impact contact center technology ecosystem
- Work on AI-driven automation and CX optimization with cutting-edge technologies
- Opportunity to shape the future of AI-powered customer engagement technology
- Collaborate with a talented and passionate team dedicated to innovation
- Be part of a dynamic and customer-focused organization driving innovation in customer engagement
- Competitive salary, benefits, and career growth opportunities
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.
