Product Manager, Outbound Orchestration - Contract

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 experienced individual with a background in Outbound workflow and compliance for CCaaS applications. The role entails managing the integration of Outbound-Integration assets from the recent acquisition of Acqueon and driving 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.

Key Responsibilities:

• Assess Acqueon assets associated w/ Outbound orchestration in collaboration and consultation with the broader Product Team and formulate an integration strategy into the Five9 CCaaS portfolio
• Translate Acqueon-Five9 integration requirements into backlog Features, Epics & User Stories
• Partner closely with the Engineering Team to ensure that integration 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 Cloud Operations Team to understand and optimize deployment models for delivering Acqueon – Five9 integrated Outbound functionality.
• Understand industry trends, emerging technologies and competitor offerings to validate integrated Outbound product roadmap for business case alignment and market leadership.
• 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 business processes (Customer Journey, Sales / Lead Generation, actionable Proactive Outreach, Account Ownership)
• Experience of Outbound Campaign Management and of Outbound Dialing methods including Predictive, Progressive and Preview and of regulatory compliance requirements such as DNC & TCPA.
• 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.
• Experience in working on, or integrating with, cloud contact center applications such as from Genesys, Nice/inContact, 8x8, Avaya, Cisco, Talkdesk, Twilio, AWS, Noble, Alvaria, 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.

Location

• US

Duration of Employment

• 12–18 month, contract position