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.

Companies strive to deliver an excellent customer experience for each, and every engagement with their customers, across all communication channels, proactive or reactive. The intelligence behind delivering this experience is the modern contact center application services architecture, which delivers Inbound Contact Distribution and Proactive Outreach capabilities and much more. This Product Manager position calls for a dynamic individual with a background in innovative Contact Center applications that enable critical customer business processes. The successful candidate will demonstrate a passion for building intelligent, success-driven customer engagement applications within the Five9 Cloud Contact Center portfolio.

Key Responsibilities

· Manage the end-to-end lifecycle for applications that enable full Omni-channel Communications, intelligent Interaction Management, and dynamic Customer Experiences for the Five9 Cloud Contact Center Engagement platform.

· Develop, publish, and maintain the Product Roadmap in collaboration and consultation with the broader Product Team and with key functional primes across the company.

· Work with key stakeholders (internal, external, customer) to understand customer, market and strategic requirements and translate these into Initiatives, Features, Epics & User Stories.

· Validate product business cases and lead the products from concept through to general availability.

· Partner closely with the Engineering Team to ensure that requirements are clear, understood and prioritized, and are development, tested and delivered in-line with Five9 agile and industry best practices.

· Perform the role of Product Owner as part of Agile Scrum Teams and conduct and participate in Agile Ceremonies.

· Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing.

· Work with Cloud Operations Team to develop and optimize deployment models for delivering Inbound and Outbound functionality.

· Understand industry trends, emerging technologies and competitor offerings and align product roadmap for differentiation and market leadership.

· Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user group, and industry conferences.

· Identify and partner with companies that can provide complementary functionality to the Five9 Inbound & Outbound application services.

· Have a hands-on approach and a willingness and aptitude to work from strategic product direction right through to detailed requirements definition.

Qualifications

· 3-5 years in software product management with 2+ years of experience managing software-as-a-service products.

· Proven track record of delivering innovative software solutions to market.

· Strong understanding of blended Contact Center workflow processes including Attribute-based / Predictive Interactions (ACD), Customer business processes (Customer Journey / AI routing, Sales / Lead Generation, actionable Proactive Outreach, Customer Preference-driven Contact, Account Ownership), Work Distribution Methods & Algorithms.

· Understanding of contact center metrics and key performance indicators.

· Highly desirable to have experience in the deployment of applications on public cloud platforms (e.g., AWS, GCP).

· Highly desirable to have experience working and integrating with technology partners, as well as directing both in-house and externally sourced product team contributors.

· Proven ability to collaborate cross-organization, up and down management levels, and with globally distributed office locations.

· Experience in working on, or integrating with, cloud contact center applications such as from Genesys, Nice/inContact, 8x8, Avaya, Cisco, Talkdesk, Twilio, AWS, Alvaria.

Education

Bachelor's degree in engineering or business field.
An advanced degree in a business discipline is highly desirable.
A Product Management credential is desirable.

Benefits

Five9 Shares
Bonus Scheme
10% Flex Benefits
Meal Allowance
Night shift Allowance
Medical Insurance
Life Insurance
25 day Annual Leave + Public Holidays

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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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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.

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The recruiting function, including systems and processes, for Five9 are driven out of the US office with team members in various satellite offices. It is imperative that individuals responsible for the recruiting out of their respective offices, as well as team members in the United States, have the ability to share information and data. Often, this necessity extends beyond the recruiting team, and includes hiring managers as well. The recruiting function, including systems and processes, for Five9 are driven out of the headquarters in the United States with team members in satellite offices across various countries. • The HR Operations team, based in the US, must have access to hiring data from other countries in order to complete Compliance audits. • Our compensation and Benefits team , based in the US, must share and receive data from all offices with respect to job grading and compensation. • The FP&A team, based in the US, provides headcount and must receive offer details to hired employees for reporting purposes. • Our Payroll team, based in the US, must receive and provide data in order to complete payroll activities. • For many of the roles in other countries, the hiring manager is based in the US. They must have access to the resumes for candidates for assessment and access to offer documents for hired candidates for budget purposes. • The CFO must approve all offers and offer information must be shared across offices in order for that action to be satisfied. • The recruiting team needs access to data related to recruiting functions for reporting, process enhancements, data assessments. *

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Product Manager (Contact Centre)

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