Product Manager - UI/UX (Contact Centre) - Contract at Five9 in San Ramon, California

Job Description:

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.

This Product Manager position calls for an individual experiences with User Experience within a Contact Center. The role entails mapping out the integration of assets from the recent acquisition of Acqueon into the core set of Five9 Products. Working close with other product managers to drive the roadmap and delivery of best-in-class integration for omni outreach orchestration. We are looking for a self-motivated, highly organized and customer focused product leader who can lead cross-functional teams to drive product success.

Responsibilities

• Product Development/Ownership: Partner closely with Acqueon and Five9 Engineering to lead the end-to-end product development process by participating in sprint ceremonies (standups, grooming, retros, etc.).


• Understand customer needs, market and industry trends, emerging technologies and competitor offerings to validate integrated Outbound product roadmap for business case alignment and market leadership.


• Stakeholder Management: Build strong relationships with internal and external stakeholders. Collaborate with sales, marketing, and customer support teams to ensure alignment on product messaging, positioning, and customer satisfaction.


• Product Launch and Monitoring: Plan and execute successful product launches, including communication plans and training materials. Track product usage, gather user feedback, and iterate on features to drive continuous improvement.


• Customer-Centric: Establish relationships with customers (new and existing) to test new products and manage feedback effectively to favorably impact product outcomes. Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user group, and industry conferences.


• Have a hands-on approach and a willingness and aptitude to work from strategic product direction right


• through to detailed requirements definition.

Experience & Capabilities

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


• Experience with contact center user interface application or contact center UI functionality, along with APIs and micro-services-based architecture


• Strong understanding of blended Contact Center workflow business processes (Customer Journey, Sales / Lead Generation, actionable Proactive Outreach, Account Ownership)


• Customer focused, self-starter, assertive and result-oriented individual who demonstrates ownership


• Effective communicator with strong interpersonal skills to collaborate with cross-functional teams


• Ability to deal with ambiguity and uncover key objectives to be achieved for the product


• Understanding of contact center metrics and key performance indicators.


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


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

Education

• Bachelor's degree in engineering or technical field.


• An advanced degree in a business discipline is highly desirable


• User Experience credentials, from certifications to workshops


• A Product Management credential is desirable

Duration of Employment

• 12-18 month, contract position