Cloud Platform Engineering Manager

About the role

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.

As part of the Product Engineering organization, the Cloud Platform Engineering Manager will lead a team responsible for building, operating, and continuously improving cloud platform capabilities that support highly available, scalable, and secure services.

This role blends hands-on technical leadership with people and operational management. You will be accountable for platform reliability, execution excellence, and team growth, while partnering closely with Product Engineering, Platform, and SRE leaders to deliver resilient cloud infrastructure at scale.

The ideal candidate is a strong technical leader with production experience, a passion for operational excellence, and proven ability to mentor engineers and drive outcomes in fast-paced environments.

The position involves shift-aligned coverage with U.S. Pacific Time hours and ownership of an on-call rotation, including escalation management.

Key Responsibilities:

- Own the reliability, availability, and performance of cloud platforms supporting production services.

- Provide technical direction and review for architecture, automation, and operational improvements.

- Drive continuous improvement in reliability metrics such as availability, MTTD, MTTR, and incident reduction.

- Lead, mentor, and grow a team of DevOps engineers through coaching, feedback, and career development.

- Foster a culture of ownership, accountability, learning, and operational excellence.

- Support hiring, onboarding, performance management, and succession planning.

- Balance workload, shift coverage, and on-call rotations to maintain team health and sustainability.

- Own incident response processes, including escalation, coordination, and communication.

- Work closely with Product Engineering, Platform, SRE, and Delivery teams to enable fast, reliable software releases.

- Establish and evolve operational processes, runbooks, and documentation standards.

Requirements:

- 8–12+ years of experience in software engineering, DevOps, SRE, or production operations.

- 3–5+ years of experience leading or managing engineering teams (formal or technical leadership).

- Strong hands-on background supporting production systems and incident response.

- Experience operating and managing public cloud platforms (AWS, GCP, OpenStack); data center experience preferred.

- Deep understanding of:

- Infrastructure as Code (Terraform, Ansible)