About the position
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. We’re seeking a passionate Sr. Product Manager AI-Powered Engagement to spearhead the integration of AI technologies across Five9 and recently acquired companies like Acqueon, driving the next generation of intelligent customer engagement. Your expertise in AI product development, platform integration, and SaaS innovation will help shape the future of intelligent customer engagement. We're looking for a visionary with a 'can-do' attitude, strategic prioritization skills, deep technical understanding of AI systems, customer-centric thinking, and a drive to deliver measurable business outcomes. You will be at the forefront of CCaaS and AI innovation, helping create a unified, intelligent customer engagement platform.
Responsibilities
- Define, prioritize, and deliver AI-powered features to drive the next generation of intelligent customer engagement
- Utilize deep expertise in AI technologies, including natural language understanding and machine learning, to address the challenges in outbound operations
- Conduct thorough market analysis to understand competitor offerings and user needs, guiding the product roadmap towards differentiation and leadership
- 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
- Chart the product's lifecycle, ensuring a strategic roadmap from ideation to market launch
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
Nice-to-haves
- A fervent passion for innovation, armed with hands-on experience in design thinking, experience-based road mapping, lean startup methodologies, and other progressive innovation practices
