Product Manager - Outbound Orchestration

December 11

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Five9

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

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 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. • 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.

Requirements

• 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.