Senior Product Manager, Knowledge AI

We are seeking a Senior Product Manager to spearhead our AI initiatives, focusing on enhancing customer experiences through advanced knowledge management. This role is pivotal in shaping the strategy and execution of our AI products, positioning Five9 as a leader in leveraging AI for transformative customer experiences. 

Five9 is in search of a dynamic and highly skilled individual, possessing an exceptional blend of interpersonal and technical competencies. The ideal candidate will showcase profound expertise in search technologies and knowledge management.  Proven familiarity with artificial intelligence concepts, including RAG (retrieval augmented generation), Natural Language Understanding, and Machine Learning, is crucial. 

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: 

• Lead the product strategy and execution for Five9's AI-driven knowledge management solutions, ensuring alignment with industry trends and emerging technologies. 
• Conduct thorough market analysis to understand competitor offerings and user needs, guiding the product roadmap towards differentiation and leadership. 
• Utilize deep expertise in AI technologies, including retrieval augmented generation, natural language understanding, and machine learning, to address the challenges in knowledge management for contact centers. 
• Translate product strategy into detailed requirements, prioritizing features and functionalities in collaboration with engineering, design, and go-to-market (GTM) teams. 
• Foster strong relationships with new and existing customers, leveraging their feedback to refine products and influence positive outcomes. 
• Embrace a hands-on approach, capable of navigating from high-level strategic vision to detailed execution. 

Requirements: 

• Bachelor’s degree in computer science, engineering, business, or related field; an MBA or similar advanced degree is preferred. 
• A minimum of 5 years of experience in software product management, preferably within an enterprise SaaS environment or consumer applications serving millions of users. 
• Proven track record of developing and executing large-scale product deliveries, with successful product launches across various platforms. 
• Significant experience with AI, digital channels, and automation technologies, in particular Agent Assistance and Self-service conversational AI (Voice/Chatbot) demonstrating an ability to innovate and deliver in these domains. 
• Strong analytical and problem-solving skills, with a knack for understanding user needs and market dynamics. 
• Experience in managing beta programs, gathering user feedback, and conducting A/B testing to validate product directions. 
• Excellent collaboration skills, with the ability to motivate and guide a product development team, work effectively across functions and lead through influence in a global team environment. 

Bonus Points: 

• If you have a fervent passion for innovation, armed with hands-on experience in design thinking, experience-based roadmaps, lean startup methodologies, and other progressive innovation practices. 

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