Director of Engineering - Digital | India

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.

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.