Senior Product Manager, Interaction Management (Contact Center Software)

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.

Location: This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid. 

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:

• 5-7 years in software product management with 3+ 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.

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