---
title: 'Manager, Network and Infrastructure Reliability at Five9'
canonical: 'https://feeny.ai/job/manager-network-and-infrastructure-reliability-five9-bengaluru-serdn7bv5t1r'
type: 'job'
last_seen: '2026-11-05'
---

# Manager, Network and Infrastructure Reliability at Five9

- **Company:** Five9
- **Location:** Bengaluru, India
- **Work type:** hybrid
- **Posted:** 2026-10-30
- **Last confirmed live:** 2026-11-05
- **Apply:** https://www.five9.com/about/careers/job-detail?gh_jid=6239241004

## Job description

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 the operational leadership for its Network & Infrastructure team and needs a hands-on, senior technical manager to take direct ownership of the environment and the team executing the work.

The right candidate will have directly managed production networks at scale, led teams of engineers who build and maintain those systems, and successfully transitioned frontline operations from manual "click-ops" into automated, code-driven execution. If you have not personally managed engineering teams through this specific transition, this is not the right role.

Modernization is already underway, but the current engineering team is short-handed and lacks several critical skills. The person stepping into this role must stabilize daily operations quickly, assess the existing talent, and immediately begin rebuilding both the team and the operating workflows against clear, sprint-level, and measurable milestones.

This is a true player-coach role. You must stay close enough to the technical work to keep your engineering judgment sharp, maintain credibility with senior engineers, and be willing to set the standard by example on the keyboard when needed. At the same time, you must focus on building automated validation gates and upskilling your team so that you can step out of the daily critical path. Carrying a portion of the senior technical load to stabilize the team at the outset is expected; still operating as the primary technical bottle-neck six months in is a failure.

Working Hours: 9:00/9:30 PM – 6:00/6:30 AM IST (US business hours).

What success looks like in your first 120 days

- A working map of the network and infrastructure estate across our DCs and our cloud footprint, plus a clear assessment of your team's capabilities and operational bottlenecks.
- A team skills assessment and a tactical execution plan that details how your team will transition from manual operations to infrastructure/network-as-code, automation, and drift control, balanced against current project deliverables.
- Key engineering hires onboarded successfully, with existing team members actively engaged in cross-training and upskilling programs.
- Early modernization wins visible in production, the on-call and incident load distributed fairly across the team, and you have successfully transitioned from tactical firefighting to guiding team execution.

## What You Bring to Five9

- A track record of building and leading cohesive teams, raising engineering standards, and shifting daily operations from reactive to proactive, engineering-led execution.
- Experience stabilizing operations and guiding engineering teams through periods of technical change and modernization.
- Strong communication skills backed by operational data, clear risk articulation, and the ability to report measurable outcomes to department leadership.
- Proven ability to build trust, accountability, and a high-performance culture within your engineering team.
- Strong cross-functional collaboration skills, with experience partnering closely with software engineering, security, SRE, and product teams.
- Ability to mentor and develop senior engineers and technical leads, driving accountability while establishing clear ownership, operational discipline, and career growth pathways.
- Strong decision-making and prioritization skills in high-pressure production environments with competing operational demands.
- Demonstrated ability to lead teams through ambiguity, align team goals with broader department objectives, and execute complex technical migrations.
- Effective conflict resolution and stakeholder management skills to align technical delivery with business needs.
- Strong operational judgment in network and infrastructure security, with the ability to partner effectively with Security Operations teams.

## What We Require

- 7+ years of experience in network/infrastructure engineering, with 3+ years directly managing engineering teams in mission-critical, multi-DC production environments.
- Deep technical background in modern DC networking, including OSPF, EVPN, VXLAN, Cisco Nexus, and NX-OS.
- Experience managing infrastructure in a hybrid cloud environment, with a strong focus on supporting GCP workloads.
- Proven success guiding teams to build and adopt network automation and IaC using tools such as Ansible, Terraform, Python, Git, and CI/CD pipelines.
- Hands-on experience modernizing legacy environments by introducing configuration management, drift detection, and policy-based operations where they didn’t exist before.
- Strong understanding of network and infrastructure observability using tools such as ThousandEyes, Grafana, Loki, NetFlow, and Netscout to achieve a "single pane of glass" for system health.
- Experience supporting the underlying infrastructure needs of Kubernetes, AI, and GPU workloads.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).

Workplace location: This role is fully remote for candidates who reside further than a 30 kilometer driving distance from either our Bangalore or Chennai offices.  Candidates who reside within a 30 kilometer driving distance of one of our office locations would be required to work in-office 3 days a week. 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.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

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.

## About Five9

## Company Overview
- **One-liner**: Five9 provides a leading cloud contact center platform (CCaaS) that enables organizations to deliver digital engagement, analytics, workforce optimization, and AI-powered customer experiences.
- **Entity Type**: Public (NASDAQ: FIVN)
- **Headquarters**: San Ramon, California, USA (with additional offices in San Francisco, Toronto, London, Munich, Porto, Madrid, São Paulo, and Mandaluyong City)
- **Founded**: 2001
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Cloud Contact Center as a Service (CCaaS), Customer Experience (CX) software, AI & Automation, Workforce Optimization
- **Target customers**: Enterprise, mid-market, and SMB organizations across all verticals (B2B/B2C)
- **Mission or purpose statement**: “Our vision is to make customer service a more human experience.” [five9.com](https://www.five9.com/about)

## Products & Services
- **Five9 Cloud Contact Center Platform**: Core omnichannel contact center solution (voice, email, chat, SMS, social) with intelligent routing and IVR.
- **Digital Engagement**: Integrated digital channels including SMS, web chat, email, and social messaging.
- **Five9 Analytics**: Real-time and historical reporting, speech analytics, and sentiment analysis to improve agent performance and customer outcomes.
- **Workforce Optimization (WFO)**: Workforce management, quality management, and recording (acquired Virtual Observer in 2021).
- **AI & Automation Suite**:
  - **Intelligent Virtual Agent (IVA)**: Conversational AI chatbot and voice bot for self-service (acquired Inference Solutions in 2021).
  - **Agent Assist 2.0**: AI-powered real-time agent guidance and summarization (using OpenAI).
  - **Voice AI Agents**: Generative AI agents for automated customer interactions.
- **Professional Services**: Implementation, integration, and consulting services.
- **Aceyus VUE**: Data and reporting integration platform (acquired in 2022).

## Market Standing
- **Valuation/Market Cap**: Publicly traded; specific metrics not provided in available sources.
- **Key Metric**: Over 3,000 customers worldwide; 350,000+ agents using the platform; 2,600+ employees; 1,450+ technology and channel partners. [five9.com](https://www.five9.com/about)
- **Notable Investors/Partners**: BT (expanded partnership for cloud adoption), MCM Telecom, XTT Mexico; partners include global SIs and technology vendors. Acquisitions: Acqueon, Aceyus VUE, Inference Solutions, Virtual Observer.
- **Growth Signals**: Named a Leader in the 2025 Gartner® Magic Quadrant™ for CCaaS (8th time); opened new European engineering hub in Porto, Portugal; expanded LATAM partnerships; introduced Agent Assist 2.0 with AI Summary; won Glassdoor Employees’ Choice Award for Best Places to Work (2022). [five9.com](https://www.five9.com/about)

## Competitive Advantages
- **Cloud-native heritage**: Born in the cloud in 2001, with 20+ years of CCaaS experience.
- **Analyst recognition**: Consistently named a Leader in Gartner Magic Quadrant, Forrester Wave, IDC MarketScape, and Aragon Research Globe.
- **High customer satisfaction**: 86 Net Promoter Score (NPS) for professional services.
- **Comprehensive AI portfolio**: Integrated IVA, Agent Assist, and Voice AI Agents differentiate from competitors.
- **Scale and reliability**: Manages billions of call minutes annually across 2,600+ concurrent agent seats (average).

## Strategic Focus
- **AI-first innovation**: Continued investment in generative AI and conversational AI to automate and enhance customer interactions.
- **Global expansion**: Strengthening presence in LATAM (new partnerships), EMEA (engineering hub in Portugal), and APAC.
- **Platform depth**: Integrating acquisitions (Acqueon, Aceyus, Inference Solutions) to provide end-to-end CX and WFO capabilities.
- **Partner ecosystem**: Deepening relationships with systems integrators and telcos (e.g., BT) to accelerate cloud migration.

## Why Work Here
- **Culture**: Fast-paced, start-up-like environment with established enterprise customers; values include honesty, respect, inclusion, transparency, ownership, and customer focus. [five9.com](https://www.five9.com/about/careers)
- **Diversity & Inclusion**: Committed to a diverse and inclusive culture where employees are empowered and heard. [five9.com](https://www.five9.com/about/careers/jobs)
- **Remote/Hybrid Policy**: Not explicitly stated; offices in multiple locations suggest hybrid/office model.
- **Benefits** (US full-time): 100% employer-paid health insurance (choice of 4 medical plans), dental, vision, life/disability insurance, 401(k), FSA, employee assistance program, commuter discounts, company equity, accrued PTO + paid holidays, company events. [five9.com](https://www.five9.com/about/careers)
- **Recognition**: Received Glassdoor Employees’ Choice Award for Best Places to Work (2022). [five9.com](https://www.five9.com/about)
- **Growth opportunities**: Internship program with impactful work and exposure to executives; career paths across development, customer success, sales, marketing, finance, and professional services.

## Sources
1. [Five9 About Page](https://www.five9.com/about)
2. [Five9 Careers Overview](https://www.five9.com/about/careers)
3. [Five9 Fact Sheet](https://www.five9.com/resources/five9-company-fact-sheet)
4. [Five9 Careers – Job Listings](https://www.five9.com/about/careers/jobs)

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