Engineering Manager | Core

The team

The Core Engineering team is dedicated to enabling agents and supervisors to manage voice, email, chat, SMS, and social interactions in the most effective way. Core Engineering team owns components that drive caller and agent experience, finding the best agent, call control, automated dialler, call recording, integrations with customer relationship and workforce management systems, and many other core components of a modern contact center service.

Role purpose

As an Engineering Manager for our Advanced Call Distribution solution, you will lead a distributed team of engineers in designing, developing, and maintaining a critical component of Five 9 Contact Center operating at high scale in the cloud. You will collaborate with product managers, UX designers, architects and other engineering teams. Your will contribute to Five 9 product design, processes, engineering practices and choice of technologies.

How you contribute

• Lead, mentor, and develop a team of 10-12 engineers, fostering a culture of collaboration, innovation, and continuous improvement.
• Manage team performance, conduct regular 1:1s, and provide guidance on career development and growth opportunities.
• Drive technical excellence and best practices in software development, code reviews, and design.
• Provide technical leadership and expertise in building Java-based applications with modern cloud-native patterns.
• Guide the team in implementing microservices architecture, API integration, and data management strategies.
• Advocate for best practices in cloud infrastructure, DevOps, and CI/CD processes.
• Develop and execute the organization's product strategy in alignment with business objectives.
• Oversee the design, development, and implementation of multiple services. Ensure adherence to best practices, standards, and security protocols.
• Collaborate with product managers and stakeholders to define and prioritize the product roadmap for Advanced Call Distribution.
• Partner with other engineering teams to ensure seamless integration with the broader Contact Center platform.
• Coordinate with customer support and sales teams to address customer feedback.
• Ensure timely delivery of features and projects, balancing short-term needs with long-term goals.
• Support the professional growth and development of team members through coaching, training, and mentorship. Provide opportunities for skill enhancement and knowledge sharing.
• Troubleshoot and resolve complex technical issues. When problems arise, use your experience and problem-solving skills to identify the root causes and implement effective solutions.
• Manage on-call support schedule.

Skills, competencies and qualifications

Required:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 7+ years of experience in software engineering, with at least 2 years in a leadership or management role, with demonstrated ability to lead high performing, highly engaged teams.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Ability to thrive in a fast-paced, dynamic environment with a focus on delivering customer value.
• Professional experience in software engineering in telecommunications or related field.
• Experience delivering to and operating software systems in production.
• Strong problem-solving abilities and a strategic mindset.
• Solid understanding of microservices architecture, RESTful APIs, and event-driven systems.
• Experience with public cloud providers.

Desirable:

• Experience with Contact Center, IVR, Call Routing, VoIP and telecommunications service providers is an advantage.
• Experience in building rules driven systems.
• Experience building solutions on Google Cloud platform..
• Experience building Spring Framework/Spring Boot applications.

Other requirements

• This position requires the ability to be On Call.

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flexi Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance 
• 25 day Annual Leave + Public Holidays