Senior Engineering Intelligence Analyst

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.

Senior Engineering Intelligence Analyst

Role Summary

We are looking for a hands-on analytics engineer to build, maintain, and evolve Five9's engineering intelligence platform. You will be the technical engine behind a growing function that provides data-driven insights to engineering leadership across a portfolio of 1,000+ features and $100M+ in engineering investment. You will work with data from Jira, Jellyfish, Salesforce, and other systems to build automated pipelines, interactive dashboards, and analytical tools that enable faster, smarter decisions.

This role is ideal for someone who combines strong data engineering fundamentals with a passion for making data accessible and actionable — someone who gets excited about building a pipeline as much as crafting a clear visualization.

Responsibilities

Dashboard Development & Maintenance (40%)

• Build and maintain interactive dashboards in Looker (BI platform) covering feature delivery predictions, FTE allocation, resource contention, and portfolio health
• Migrate existing HTML based dashboards to the enterprise BI platform while preserving and enhancing analytical depth
• Design intuitive, self-service visualizations that engineering leaders can explore without analyst support
• Implement alerting and anomaly detection to proactively surface risks (e.g., feature slippage, resource over-allocation, stale work items)

Data Engineering & Integration (35%)

• Build and maintain data pipelines integrating Jira (REST API, Structure exports), Jellyfish APIs, Salesforce, and other internal systems
• Write Python and SQL to extract, transform, and load data into a central analytics data store
• Implement data quality checks, automated validation, and monitoring to ensure accuracy and freshness
• Optimize query performance and data models for sub-second dashboard response times
• Manage API rate limits, authentication, incremental syncs, and error handling for all data source integrations

Analysis & Insight Support (25%)

• Support the Senior Leader in preparing executive-ready analyses and insight decks
• Perform ad-hoc analyses on feature delivery trends, team capacity, engineering investment patterns, and cycle time drivers
• Build reusable analytical templates and frameworks that can be refreshed with new data each cycle
• Document data lineage, calculation methodologies, and dashboard logic for transparency and auditability

Skills, competencies and qualifications

Required

• Minimum 5 years of experience in analytics engineering, data engineering, business intelligence, or a related technical analytics role
• Strong SQL skills (complex joins, window functions, CTEs, performance optimization)
• Proficiency in Python for data processing (pandas, requests, scheduled jobs)
• Hands-on experience with Looker BI tool including data modeling, dashboard design, and performance optimization
• Experience building and maintaining ETL/ELT pipelines with REST API data sources
• Familiarity with Jira and strong understanding of software delivery lifecycle, Agile methodologies, and how engineering organizations operate
• Strong data visualization skills — ability to design dashboards that tell a clear story, not just display numbers
• Excellent attention to data quality, accuracy, and documentation

Preferred

• Experience with Jira APIs, Jira Structure, Atlassian ecosystem at scale
• Familiarity with Jellyfish, or similar engineering management platforms
• Experience with Salesforce data extraction (SOQL, reports API)
• Cloud data platform experience (BigQuery)
• Exposure to engineering metrics (DORA, velocity, cycle time, throughput)
• HTML/JavaScript skills for custom visualizations and rapid prototyping
• Experience in SaaS or enterprise software environments

Key stakeholders include

• Engineering Service Owners
• Engineering Operations, Delivery Managers, Technical Program Managers
• Product Managers and Product Operations

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.

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.