Technical Director in ERM leading remediation programs across North Carolina and the Southeast. Managing project teams, enhancing technical reputation, and ensuring client success.
About the role
- Senior Manager leading development of Five9's AI Agent software platform for customer support. Building a high-performing engineering team for real-time AI-powered systems.
Responsibilities
- Hire, onboard, and grow a high-performing engineering team of 4-8 engineers in the United States
- Provide coaching, mentorship, and career development for engineers
- Establish clear ownership, accountability, and engineering rigor
- Conduct performance management, feedback, and growth planning
- Foster a culture of collaboration, innovation, and operational excellence
- Mentor senior engineers and emerging technical leaders
- 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 and technical 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/SLIs, developing metrics to measure as such and maintaining for all 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 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 where beneficial
- Promote experimentation and learning around AI-enabled engineering practices.
Requirements
- 3+ years experience leading or managing software engineering teams
- 8+ years professional software development experience
- Experience participating in 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 record in hiring outstanding software development teams, through rigorous interviewing and vetting processes – either as the hiring manager or as part of interview panels.
Benefits
- 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.
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