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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director of IT Infrastructure & Operations - **Company:** Five9, Inc. - **Location:** Dallas, TX, United States (Remote available) - **Experience:** Expert - **Salary:** $119,300.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Wireless LAN, Artificial Intelligence, Amazon Web Services, Microsoft Azure, Software as a Service, Cloud Computing, Information Systems, Domain Name System (DNS), Multi-Factor Authentication, Federated Identity Management, Identity and Access Management, Virtual Private Networks (VPN), Internet Service Provider, Network Control, Remote Access Technology, Cloud Services, Zero Trust Network Access, Microsoft SharePoint, Single Sign-On, Systems Integration, Wide Area Networks, Google Cloud, Microsoft Power Automate, Mttr, Microsoft InTune, Microsoft Onedrive, Os Ticket, Information Technology, Data Analytics, Open Network Automation Platform - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/director-it-infrastructure-five9-8008544 ## About the Role * 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. ## Description * 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., * 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. ## Related Videos - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [We adopted DevOps and are Cloud-native, Now What?](https://www.wearedevelopers.com/videos/485-we-adopted-devops-and-are-cloud-native-now-what) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence)