17 days old

Senior Product Manager, Intelligent Customer Contact (Blended Inbound/Outbound)

Five9, Inc.
San Ramon, CA 94583
Senior Product Manager, Intelligent Customer Contact (Blended Inbound/Outbound) 



Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. 



Companies strive to deliver an excellent customer experience for each and every engagement with their customers, whether inbound or outbound, proactive or reactive. The intelligence behind delivering this experience is the modern contact center application services architecture, which delivers Inbound Contact Distribution and Outbound Campaign Management functionality and much more. This senior product manager position calls for a dynamic individual with a background in enterprise class Contact Center applications for customer service and sales, with a strong expertise in compliant Outbound engagement. The successful candidate will own and drive the portfolio and roadmap for these modules within the Five9 Cloud Contact Center application. 



Responsibilities: 



  • Manage the end-to-end lifecycle for the Five9 Inbound & Outbound application services. 

  • 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. 

  • Develop product business cases and, in close partnership with Program Management, 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 Team 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. 





Experience & Capabilities: 



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

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

  • Deep understanding of Outbound Campaign Management and of Outbound Dialing methods including Predictive, Progressive and Preview and of regulatory compliance requirements such as DNC & TCPA. 

  • Experience with blended Contact Center workflow processes including Attribute-based / Predictive Interactions, 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). 

  • Experience in working and integrating with technology partners. 

  • 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, Aspect. 





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. 





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. 



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Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA. 



 



 

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Posted: 2021-04-27 Expires: 2021-05-27

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Senior Product Manager, Intelligent Customer Contact (Blended Inbound/Outbound)

Five9, Inc.
San Ramon, CA 94583

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