Service Delivery Manager

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, empowering businesses worldwide with the innovation and agility of the cloud.

Living our values every day fosters our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and promote an inclusive environment, empowering employees to bring their authentic selves to work.

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About Five9

Five9 is a global leader in cloud software for the enterprise contact center market, powering billions of customer interactions annually. Since 2001, Five9 has been at the forefront of the cloud revolution, helping organizations deliver exceptional customer experiences, improve productivity, and achieve measurable business outcomes.

We are expanding our engineering and delivery teams in Bangalore and are seeking passionate professionals to help design, implement, and scale Five9’s next-generation cloud-native services.

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Role Overview

As a part of the Service Delivery team, you will play a pivotal role in ensuring successful deployment and post-implementation support of Five9’s intelligent cloud contact center solutions. You will partner with customers to understand their business objectives, configure solutions tailored to their needs, and ensure a seamless transition to production.

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Key Responsibilities

• Lead the implementation and MACD (Move/Add/Change/Delete) operations for Five9 solutions across customer environments.

• Collaborate with business stakeholders and technical teams to translate requirements into effective solution configurations.

• Serve as a product SME and technical consultant, providing guidance on best practices, optimization, and integration.

• Configure, integrate, and validate Five9 products, ensuring operational readiness and alignment with customer processes.

• Support user acceptance testing (UAT) and conduct end-user training sessions prior to production rollout.

• Proactively troubleshoot implementation and integration issues, maintaining clear and timely communication with customers.

• Collaborate with Engineering, Customer Success, and Support teams to drive continuous improvement in service delivery quality.

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Qualifications & Skills

• Strong understanding of omnichannel communication technologies and contact center ecosystems.

• Proficiency in SQL (mandatory).

• Working knowledge of IP Networking, REST APIs, and cloud infrastructure (AWS/Azure).

• Hands-on experience with one or more contact center platforms such as Five9, Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, or Genesys.

• Exposure to outbound contact center systems (dialer, ACD, IVR, campaign management).

• Familiarity with Linux, Nginx, and Redis is preferred.

• Strong problem-solving and analytical skills with a structured approach to issue resolution.

• Excellent communication and consultative skills with a customer-first mindset.

• EHR implementation experience is a plus.

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Why Five9

At Five9, we believe that technology is only as powerful as the people behind it. You’ll be part of a team that values collaboration, innovation, and accountability, and you’ll have the opportunity to make a meaningful impact on how global enterprises engage with their customers.