Senior Director, Network Reliability

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. Five9 is rebuilding leadership for its network function and needs a senior technical leader to take ownership of the entire environment. The right candidate will have led production networks at scale, built teams that engineer and operate those systems, and helped organizations evolve from click-ops into true engineering-driven operating models. If you have not done that work yourself, this is not the right role. Modernization is already underway, but the current team is short-handed and lacks several key skills. The person stepping into this role should expect that situation, stabilize the urgent work quickly, and begin rebuilding both the team and the operating model against clear and measurable timelines. This is a player-coach role. You should stay close enough to the work to keep your judgment sharp and the team accountable and be willing to set the standard by example when needed. At the same time, you must step out of the critical path quickly enough that the team is not dependent on one person to make decisions or push changes forward. Carrying part of the senior technical load at the outset is expected, still operating that way six months in is not. What success looks like in your first 120 days A working map of the network estate across our DCs and our cloud footprint, plus a clear-eyed read on the team you inherited A personnel evaluation and a tech roadmap that show how we move from manual ops to network as code, automation, and drift control, sequenced against budget and the work that’s already running The first wave of new engineers landed, with retained engineers in active upskilling Modernization visible in production, on-call and incident load redistributed across the team, you start stepping out of the critical path What you bring to Five9 A track record of rebuilding teams, raising engineering standards, and moving organizations from reactive operations to engineering-led execution Experience stabilizing under-resourced organizations during periods of organizational and technical change Strong executive communication skills backed by operational data, clear risk articulation, and measurable outcomes Proven ability to build trust, accountability, and a high-performance engineering culture across globally distributed teams Strong cross-functional leadership skills with experience partnering across infrastructure, software engineering, security, SRE, and executive leadership organizations Ability to mentor and develop senior technical leaders, driving accountability while creating clear ownership, operational discipline, and career growth pathways for engineering teams Strong decision-making and prioritization skills in high-pressure production environments with competing operational demands Demonstrated ability to lead through ambiguity, drive organizational alignment, and execute large-scale operational and technical transformations Effective conflict resolution and stakeholder management skills with the ability to influence technical and business decisions at all levels of the organization Strong operational judgment in network security and ability to build clear partnership boundaries with Security teams What We Require 10+ years leading global teams in multi-DC, mission-critical production environments 10+ years experience with modern DC networking, including OSPF, EVPN, VXLAN, Cisco Nexus, and NX-OS Experience in a hybrid cloud environment with special focus on GCP workloads Proven success building network automation and IaC using tools such as Ansible, Terraform, Python, Git, and CI/CD Experience modernizing legacy network environments by introducing config management, drift detection, network observability, and policy-based ops where they didn’t exist before In depth knowledge of network observability using tools such as Thousand Eyes, Grafana, Loki, Netflow and Netscout to obtain “full pane of glass” for network health Experience supporting Kubernetes workloads, AI and GPU workloads Bachelor's degree in computer science, engineering or related field Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process. Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans. Our total reward package also includes: 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. All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties. The US base salary range for this role is below. $135,900 — $448,300 USD 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.