Director, IT Infrastructure

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 Director of IT Infrastructure & Operations, who will be the leader accountable for the global infrastructure and operational backbone of Five9’s internal IT — spanning networking, identity and access management, IT services, cloud services, and the Microsoft 365 platform. This is a strategic leadership role, not a hands-on engineering role. The leader in this seat sets the multi-year roadmap, builds and develops the team that executes it, runs a metrics-driven operation, and partners closely with Security, Engineering, Workplace, and business leaders to ensure Five9 employees have a secure, productive, and reliable computing environment wherever they work.

The successful candidate will bring a rare combination of strategic vision, operational rigor, and people leadership. They will be equally comfortable in a Chief Information Officer (CIO) staff conversation about a three-year platform strategy and in a war-room incident review where minutes matter. They lead with data, drive through process, and develop talent. This role reports to our CIO

Key Responsibilities

• •Strategy & Leadership
• •Own and execute the multi-year strategy and roadmap for global IT infrastructure and operations, aligned to Five9’s business priorities and growth plans.
• •Serve as a key member of the CIO’s leadership team; contribute to enterprise IT strategy, budget planning, and organizational design.
• •Build, develop, and retain a high-performing global team of IT leaders, managers, engineers, and administrators across multiple geographies.
• •Establish a culture of operational excellence, accountability, continuous improvement, and customer service to internal stakeholders.
• •Partner with the CISO and Security leadership to ensure infrastructure design, identity controls, and operational practices meet Five9’s security and compliance obligations.

• •Networking (Global)
• •Own the global enterprise network strategy: corporate LAN/WLAN, SD-WAN, remote access (ZTNA/VPN), DNS, and internet egress across all Five9 offices and remote workers.
• •Ensure network availability, performance, and observability meet defined SLAs across all regions.
• •Drive modernization initiatives — zero trust networking, secure access service edge (SASE), network automation — with clear business cases and measurable outcomes.
• •Manage relationships with network carriers, ISPs, and connectivity partners globally.

• •Identity & Access Management
• •Own the enterprise IAM strategy and platform: single sign-on, multi-factor authentication, lifecycle management, privileged access management, and entitlement governance.
• •Partner with HR, Security, and application owners to ensure consistent identity governance across SaaS, infrastructure, and internal applications.
• •Lead modernization toward continuous access evaluation in alignment with zero trust principles.

• •Cloud Services
• •Own the strategy and operations for corporate IT cloud services.
• •Drive cloud FinOps discipline: cost visibility, optimization, and forecast accuracy.
• •Establish cloud governance, security guardrails, and lifecycle management.
• •Partner with Security and Engineering on shared platforms, identity federation, and secure connectivity between corporate IT and product environments.

• •Microsoft 365
• •Own the Microsoft 365 platform end-to-end: Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, Purview, and the broader M365 ecosystem.
• •Manage licensing strategy, true-ups, and Microsoft Enterprise Agreement relationship in partnership with Procurement.
• •Evaluate and integrate AI capabilities (e.g., Microsoft Copilot) with appropriate governance, change management, and measurable adoption.

• •Operational Excellence & Financial Management
• •Define and report on KPIs and SLAs across all functional areas: availability, MTTR, ticket resolution, change success rate, employee satisfaction (CSAT), and cost per user.
• •Own the annual operating budget and capital plan for infrastructure and operations; manage to budget and deliver business cases for new investment.
• •Lead vendor management for major partners and service providers; negotiate contracts in partnership with Procurement and Legal.
• •Establish a structured continuous improvement program; instrument the environment so decisions are made on data, not anecdote.

Required Qualifications:

10+ years of progressive IT experience, with 5+ years in leadership roles managing global infrastructure and operations functions.

Demonstrated experience leading multiple of the in-scope domains — networking, IAM, IT services, cloud services, and Microsoft 365 — at enterprise scale.

Track record of building, developing, and retaining high-performing global IT organizations, including direct management of managers.

Deep experience operating in a cloud-first or cloud-heavy environment; comfort with public cloud platforms (Azure, AWS, GCP) and SaaS-based IT operating models.

Strong working knowledge of modern identity and zero-trust architectures.

Demonstrated ability to set strategy, build a roadmap, and execute through quarterly milestones with measurable outcomes.

Excellent communication skills, including the ability to present to executive leadership and external partners.

Experience operating in a regulated environment (SOC 2, ISO 27001, GDPR, etc.) and partnering closely with Security and Compliance functions.

Experience integrating IT environments through M&A activity.

Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent experience.

Leadership Attributes:

Strategic thinker. Sees around corners. Connects technology investment to business outcomes. Builds three-year roadmaps and works backward to quarterly execution.

Data-driven. Instruments before opinionating. Runs the function on dashboards and KPIs, not intuition. Brings data to every decision.

Process-oriented. Builds repeatable, scalable processes that survive personnel changes. Believes well-designed process is what lets the organization move faster, not slower.

Operationally rigorous. Holds high standards for availability, security, and employee experience. Comfortable in incident command and equally comfortable in calm steady-state operations.

People leader. Hires above their bar, develops their team, and creates the conditions for leaders below them to grow into the next role.

Collaborative partner. Works through influence as much as authority. Trusted partner to Security, Engineering, HR, Finance, and business leaders.

Customer-obsessed internally. Treats Five9 employees as customers and measures success by their experience.

Work Location: This role is hybrid. 3 days a week (T, W, TH) in our Dallas 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 include