Senior Engineering Manager, Media Services

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.  About Five9 Five9 has led the cloud revolution in contact centers, helping organisations transition from legacy premise-based solutions to the cloud. The cloud contact center market has become the hot space for innovation in real-time communications, and screen recording and media handling are critical components of modern customer experience and compliance strategies.

Five9 is establishing a new Screen Recording & Media Services team in Bangalore, India. This team will be responsible for the end-to-end lifecycle of media capture, processing, and management within the Five9 platform. This includes high-fidelity screen recording, real-time media streaming, storage optimization, and secure playback services.

The team will solve complex challenges related to real-time video encoding, large-scale distributed storage, and low-latency media delivery. Role Overview Five9 is seeking a Senior Engineering Manager, Media Services to lead and build this team from the ground up. This is a unique opportunity for a technical leader with a passion for media technologies to define the architecture and culture of a critical new engineering vertical at a scaled player in the CX industry.

This position is based out of one of the offices of our affiliate Acqueon Technologies in India and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

Key Responsibilities

Team Building & Leadership Hire, train, retain, and grow a team of talented engineers Foster a culture of technical excellence, collaboration, and innovation Media Architecture Strategy Lead the design and development of scalable, resilient, and high-performance screen recording and media processing services Make critical architectural decisions regarding video encoding, container formats, and streaming protocols Service Reliability & Scale Ensure recording services can handle high concurrency and massive data volumes while maintaining 99.99% availability Optimize for storage efficiency and cost-effectiveness Cross-Functional Collaboration Interface with Product Management, Security, and other Engineering teams Support compliance, Quality Management (QM), and AI analysis of recorded media Technical Mentorship Guide the team in best practices for distributed systems, concurrent programming, and media handling Perform code reviews and architectural reviews Requirements Engineering Management 3+ years of experience as a line manager Proven track record of hiring, mentoring, and building high-performing engineering teams Media Technology Expertise Deep understanding of real-time communication and media streaming technologies Familiarity with: Protocols: WebRTC, RTP/RTCP, SIP, HLS, DASH Codecs & Formats: H.264, VP8/VP9, AV1, AAC, Opus, MP4, WebM Tools: FFmpeg, GStreamer, or similar media processing frameworks Distributed Systems 8+ years of software engineering experience Strong background in building scalable backend services using Java, C++, or Go Experience with microservices architecture Cloud Infrastructure Strong experience with public cloud platforms (GCP or AWS) Experience with object storage (S3/GCS) and compute scaling for media workloads Education Bachelor’s or Master’s degree in Computer Science or equivalent work experience Communication Strong written and verbal communication skills in English Ability to articulate complex technical concepts to non-technical stakeholders Desirable Pluses Experience with screen capture APIs (browser-based or OS-level) Knowledge of browser automation tools (Selenium, Puppeteer) in the context of media capture Experience with Kubernetes and container orchestration for stateful media workloads Equal Opportunity Statement 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 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.

Five9, Inc., together with its subsidiaries, provides cloud software for contact centers in the United States and internationally. The company offers virtual contact center cloud platform that delivers a suite of applications, which enables the breadth of contact center-related customer service, sales, and marketing functions.

Its solution enables its clients to manage these customer interactions across various channels, including voice, video, chat, email, website, social media, click-to-call,...