工程运营经理
Engineering Operations Manager
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每天践行我们的价值观，塑造了以团队为先的文化，使我们能够一起创新、成长和繁荣。我们重视多样性，营造包容的环境，赋能员工做真实的自己。
**工程运营经理**
工程运营经理负责支持产品工程和技术项目管理组织的工具、流程和集成。该职位正从工具管理转向工程生产力和运营：减少工程工作流中的摩擦，构建使这一切成为可能的集成和AI辅助的SDLC工具，并作为在该领域工作的初级团队成员的技术负责人。
理想的候选人是一位技术能力全面、能够独立工作的技术人员，同时也能指导经验较少的同事。他们熟悉学习新技术、构建集成、批判性地评估AI辅助的输出，并在跨团队中推动更好的工作方式。
**主要职责**
- **工具平台策略与自动化 -** 负责 Jira、Confluence、Jellyfish 和未来工程工具的路线图和架构。推动配置和管理工作向自动化和自助服务方向发展，而不是手动执行。在必须手动管理的情况下，将其委托给初级团队成员或进行自动化——这不应是该职位时间的主要用途。
- **集成与AI SDLC -** 使用 REST API、webhooks 和脚本在工程系统之间构建和维护集成。指导和评估AI辅助的SDLC工作，包括提示和规范编写、输出评估以及连接器或工具开发。作为该工作的技术负责人和评审点，对 Jr Developer、工程运营角色的工作进行支持。
- **高管报告 -** 将 Jira 和 Jellyfish 数据转化为可靠指标和高管可用的报告。将路线图到交付的映射（倡议、功能、信心评分、专家验证）作为持续实践，而非一次性任务。
- **项目与发布支持 -** 在整个 SDLC 中通过工具、数据和流程指导，支持项目和发布管理。
- **流程标准化 -** 定义并执行标准流程
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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.
**Engineering Operations Manager**
The Engineering Operations Manager owns the tools, processes, and integrations that support the Product Engineering and Technical Program Management organization. The role is shifting from tool administration toward engineering productivity and operations: reducing friction in engineering workflows, building the integrations and AI-assisted SDLC tooling that make that possible, and serving as the technical lead for junior team members working in that space.
The ideal candidate is a fully competent, independent technical contributor who can also mentor less experienced colleagues. They are comfortable learning new technologies, building integrations, evaluating AI-assisted output critically, and driving adoption of better ways of working across diverse teams.
**Key Responsibilities**
- **Tooling Platform Strategy & Automation -** Own the roadmap and architecture for Jira, Confluence, Jellyfish, and future engineering tools. Push configuration and administration work toward automation and self-service rather than performing it manually. Where manual administration remains necessary, delegate it to the junior team member or automate it — it should not be the primary use of this role's time.
- **Integrations & AI SDLC -** Build and maintain integrations between engineering systems using REST APIs, webhooks, and scripting. Direct and evaluate AI-assisted SDLC work, including prompt and spec writing, output evaluation, and connector or tool development. Serve as technical lead and review point for the Jr Developer, Engineering Operations role on this work.
- **Executive Reporting -** Turn Jira and Jellyfish data into reliable metrics and executive-ready reporting. Maintain the roadmap-to-delivery mapping (Initiatives, Features, confidence ratings, SME verification) as an ongoing discipline rather than a one-time exercise.
- **Program & Release Support -** Support program and release management with tooling, data, and process guidance across the SDLC.
- **Process Standardization -** Define and enforce consistent tool usage patterns across engineering, product, and TPgM teams to improve collaboration and efficiency.
- **Engineering Productivity & Cross-Functional Partnership -** Partner with engineering and product leadership to reduce friction in day-to-day workflows, treating engineers as the customer of this team's tools and processes rather than as subjects of administration.
- **Technical Mentorship -** Provide technical direction, code and configuration review, and skill development for junior team members working on integrations and AI SDLC.
**Qualifications**
- Bachelor’s degree in Computer Science or related field, or equivalent experience.
- 4+ years of experience in engineering operations, tooling, integrations, or process management.
- Working proficiency in Python and REST API integration patterns: auth flows, pagination, rate limits, retry logic.
- Git and PR-based workflow.
- Practical experience using an LLM as a working tool, including where it fails.
- Strong written communication spanning executive narrative and technical writing (specs, prompts, evaluation criteria).
- Demonstrated ability to mentor or provide technical guidance to less experienced team members.
- Strong analytical and problem-solving skills with high attention to detail.
- Self-starter, comfortable operating without an established right answer.
**Preferred Skills**
- Experience administering **Atlassian tools** (Jira, Confluence) — now context for the role, not its core.
- SQL for reading data: joins, aggregation, filtering.
- Experience with MCP or connector development, agentic patterns, and tool or skill design.
- Familiarity with **Jellyfish** or comparable engineering intelligence platforms.
- Experience with Agile methodologies and software development life cycle processes.
- Secrets and credential hygiene across systems.
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.
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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.