Senior Director, IT Business Applications (Delivery)

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. We are looking for a high-energy, visionary leader to ignite innovation within our Business Technology team. Based out of our San Ramon headquarters and working in a dynamic hybrid environment, you won't just manage systems, you will be a strategic architect of our success. As a trusted partner to our business leaders, you will help shape a culture that drives meaningful impact and value across the business while co-owning key outcomes. Your mission is to transform IT into a powerful driver of business value, treating our enterprise applications as evolving products that support a rapidly scaling global organization. If you are a results-oriented leader ready to champion a product-managed mindset and shape the future of the Five9 technology roadmap, this is your opportunity to make a lasting impact.

Key Responsibilities

Application Lifecycle Management

Lead the deployment, maintenance, and evolution of all back-office applications, including Financials, Human Resources, Payroll, Procurement and Billing systems.

Process Excellence

Drive deep functional improvements in Order-to-Cash (OTC) and Procure-to-Pay (PTP) processes, ensuring systems scale reliably with a rapidly growing business.

SaaS & Billing Evolution

Evolve billing capabilities for SaaS subscription and usage-based models, partnering closely with stakeholders to ensure cost-effective scaling and accurate telephony rating.

Integration Leadership

Lead the integrations team in building robust, scalable connections between SaaS applications using Workato, focusing on automation and seamless data flows.

Employee Experience

Partner with HR and Onboarding teams to deliver exceptional employee experiences through "Hire-to-Retire" process optimization and access automation.

Strategic AI Contribution

Actively influence and contribute to the Five9 AI program, providing both strategic and tactical direction to integrate AI into back-office workflows and productivity tools.

Executive Partnership

Participate in business planning and shared ownership of key metrics, presenting delivery outcomes and opportunities for improvement in Quarterly Business Reviews (QBRs).

Governance & Compliance

Guide cross-functional teams on SOX-related controls and general IT governance to ensure a secure and compliant environment.

Talent Development

Foster a culture of nurturing and developing talent, growing the capabilities of the team in alignment with the Five9 culture of excellence and collaboration.

Key Requirements

Experience

8+ years of IT people leadership experience with at least 5+ years specifically managing cloud applications.

Education

Bachelor’s degree in Information Systems, Computer Science, or a related field is required; a graduate degree is a plus.

Technical Expertise

Strong techno-functional knowledge of NetSuite Financials (General Ledger, AP, AR, Fixed Assets, Multi-Books).

Domain Knowledge

Experience in Billing Operations, specifically within Telecom or SaaS industries involving usage-based and recurring revenue models heavily preferred.

Systems Exposure

Familiarity with core back-office applications, including financial and spend management systems such as Coupa and Expensify; HRMS platforms such as UltiPro; and payroll systems such as Deel. Experience with LogiSense is a significant plus.

Leadership Skills

Demonstrated ability to think strategically while acting tactically, with excellent organizational, communication, and time management skills.

Compliance Knowledge

Familiarity with SOX, PCI, and SSAE 16 standards and their application within IT systems.

Problem Solving

Strong analytical skills with a track record of identifying opportunities for innovation through technology and data.

Communication

Strong ability to communicate complex technical concepts clearly and effectively to C-level executives and senior business leaders.

People Skills

Proven ability to build trusted relationships with business partners and executive leaders, influence stakeholders, and collaborate across functions.

Why You’ll Love This Role

Strategic Influence

You will have a significant seat at the table to help shape the future of Five9 and our global technology roadmap.

Innovation at Scale

Lead the charge in moving IT from a technology-first to a business-first organization, directly impacting employee productivity and company value.

Culture of Growth

Work in an environment that prioritizes nurturing talent and provides the autonomy to challenge and unpack business norms to drive efficiency.

AI Integration

Be at the forefront of the AI revolution, influencing how cutting-edge AI tools enhance digital platforms and reduce support workloads across the enterprise. Work Location: This role is hybrid. 3 days a week (M, W, TH) in our San Ramon office is required. As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process. Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes

Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching. Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents. Generous employee stock purchase plan. Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave. All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties. The US base salary range for this role is below. $135,900 —

$448,300 USD

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.