Network Engineer II – Operations

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. Network Engineer II – Operations About Five9 Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant, and scalable — designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results. The Role To complement our rapid growth, we are sourcing a Network Engineer II to operate in a 24/7 Software-as-a-Service (SaaS) environment, taking ownership of complex LAN infrastructure initiatives and driving operational excellence across Cisco Nexus, Palo Alto, and F5 platforms. You will lead projects, own end-to-end troubleshooting, drive automation strategy, and provide technical leadership during incidents — while mentoring junior engineers and representing the network domain to senior stakeholders. Troubleshooting & Incident Response • Own end-to-end troubleshooting of complex LAN connectivity, firewall policy, and load balancer issues, and drive resolution with customers and internal teams. • Conduct in-depth analysis of network incidents, identify root causes, and implement preventive measures to reduce repeat occurrences. • Lead and coordinate responses to network and security incidents, ensuring timely resolution and minimizing potential impacts. • Participate in on-call rotation following the Sun Model schedule; provide technical leadership during outages and lead post-incident root cause analysis and corrective action planning. • Lead the review, analysis, and execution of network change requests within the data-center fabric domain, ensuring adherence to change management and risk-mitigation standards. Projects & Architecture • Lead and drive LAN infrastructure projects involving Cisco Nexus switching, Palo Alto firewalls, F5 load balancers, and NDFC fabric management . • Partner with cross-functional stakeholders to design and deliver next-generation data-center fabric architectures, leveraging VXLAN, Cisco Nexus Dashboard, Kubernetes networking (Calico), and AI/ML-enabled networking . • Manage and operate data-center fabric services across hybrid and multi-cloud environments — on-premises Cisco Nexus infrastructure, GCP, and AWS . • Perform traffic engineering and capacity planning to guide long-term infrastructure investments. • Develop and maintain technical roadmaps, architecture standards, and configuration policies for LAN, firewall, and load balancer environments. • Manage and maintain existing network infrastructure (Nexus, Palo Alto, F5), ensuring reliability, performance, and equipment lifecycle planning. Monitoring & Observability • Develop and report operational and performance metrics using observability platforms including Prometheus, Grafana, and SolarWinds . • Define, measure, and report site reliability using SLI/SLO • Maintain operational focus on the data-center fabric while coordinating cross-team efforts with network security and load balancing functions to ensure end-to-end service reliability. • Analyze histor