Senior Engineering Manager, Media Services

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.

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.

• 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

• 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

• 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

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.