Sr Software Engineer

Senior Business Intelligence / Analytics Engineer (Dashboards & Metrics)

About Five9

Five9 is a leading provider of cloud software for the enterprise contact center market, facilitating more than three billion customer interactions annually. Five9 helps enterprises move from legacy contact center solutions to secure, scalable cloud platforms that power exceptional customer and agent experiences

Role Overview

Five9 is seeking a Senior Business Intelligence / Analytics Engineer with a strong focus on operational metric dashboards and deep data drill-downs, built today using Looker and underpinned by strong analytics engineering and data modelling discipline.

This role is centred on designing, building, and owning customer-facing Looker dashboards used by end-customer IT managers to monitor platform health, investigate issues, and perform root-cause analysis. The same dashboards are also relied upon by internal product, engineering, and leadership teams.

At the core of this role is robust data modelling in BigQuery — designing clean, well-structured dimensional models and metric layers that ensure dashboards are fast, reliable, and consistent at scale. This role requires deep SQL expertise and proven experience working with columnar databases in cloud environments, particularly BigQuery on GCP.

Key Responsibilities

Customer & Platform Dashboards (Primary Focus)

• Design, build, and own customer-facing operational Looker dashboards used by end-customer IT managers
• Ensure dashboards also effectively support internal product, engineering, and leadership teams
• Develop and maintain LookML models that expose clean, consistent metrics
• Create clear metric hierarchies and drill paths from high-level health to detailed event-level data
• Ensure dashboards are actionable and diagnostic, supporting investigation and troubleshooting

Data Modelling & Analytics Engineering (Must-Have)

• Design, implement, and maintain well-structured dimensional data models in BigQuery
• Model data specifically for analytics and dashboard performance, not just storage
• Build and optimise fact and dimension tables, aggregates, and snapshots
• Write and maintain advanced SQL optimised for column-based analytical databases
• Leverage BigQuery best practices (partitioning, clustering, materialised views, cost controls)

Metric, Dimension & Measure Governance

• Own and maintain a centralised metric, dimension, and measure dictionary
• Clearly document:
• Metric definitions and formulas
• Dimension grain and behaviour
• Known limitations and edge cases
• Ensure metric consistency across customer-facing and internal dashboards
• Act as the gatekeeper to prevent metric drift and duplicated logic

BI Tooling & Analytics UX

• Apply strong analytics UX principles to Looker dashboards:
• Clear hierarchy and prioritisation
• Purposeful filters and parameters
• Intuitive drill paths
• Optimise Looker explores, joins, and derived tables for performance and usability
• Design dashboards in a way that is portable and adaptable should BI tooling evolve in the future

Collaboration & Influence

• Partner with product, engineering, and platform teams to understand data at its source
• Guide stakeholders toward metric-first, model-driven analytics
• Mentor analysts and engineers on data modelling, SQL, and Looker best practices
• Influence analytics standards and patterns across the organisation

Qualifications & Experience

Required

• 7+ years experience in Business Intelligence, Analytics Engineering, or Data Engineering roles
• Proven experience designing dimensional data models for analytics and dashboards
• Expert-level SQL with demonstrated experience on column-based analytical databases
• Strong hands-on experience with BigQuery and Google Cloud Platform
• Experience building and maintaining Looker dashboards and LookML models
• Demonstrated ownership of metric definitions and data documentation
• Strong attention to detail and commitment to data correctness and consistency
• Excellent communication skills and a strong sense of ownership

Preferred

• Experience with large-scale, multi-tenant analytics platforms
• Experience modelling operational or observability data
• Familiarity with Looker ML or advanced Looker features
• Exposure to other BI platforms (Tableau, Power BI, etc.)
• Experience acting as a senior or lead analytics engineer

Our Values & Equal Opportunity

Five9 embraces diversity and is committed to building an inclusive team representing a wide range of backgrounds, perspectives, and skills. We are proud to be an equal opportunity employer.