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 are seeking an experienced and strategic Senior Product Manager to lead the development of our Agent Assist product portfolio. This role is focused on the ideation, development, and launch of AI-powered, real-time assistance functionalities designed to empower contact center agents. Operating at the intersection of advanced machine learning and human-centric design, you will navigate the complexities of enterprise AI deployments. The ideal candidate is a self-directed leader who operates effectively with high autonomy, possessing a deep understanding of contact center dynamics and applied artificial intelligence.
Requirements
- Bachelor's degree in computer science, engineering, or related field; MBA is a plus.
- 4+ years of comprehensive professional experience in SaaS product management.
- Demonstrate adaptability and success across both agile, high-growth startup environments and established enterprise organizations.
- Proven track record in a formal Product Management capacity, successfully delivering B2B SaaS solutions.
- Essential background in the Contact Center industry coupled with direct experience building and shipping AI-driven products.
- Deep understanding of the product development lifecycle for ML-driven solutions, including data collection, model training tradeoffs, and analytics.
- A highly autonomous operator capable of driving initiatives forward without relying on extensive operational support structures.
- Must be able to articulate and defend strategic decisions effectively and collaboratively.
- Practical experience managing the realities of LLMs and machine learning deployments, including addressing latency constraints, optimization, and accuracy challenges.
- A strong bias for action and a proven ability to translate high-level strategy into tangible, delivered products.
- A strong commitment to direct customer interaction and a willingness to engage continuously with clients to resolve challenges, gather feedback, and drive product adoption.
Nice To Haves
- MBA is a plus.
Responsibilities
- Define the product roadmap and strategic direction for AI innovations within the Agent Assist portfolio.
- Oversee the end-to-end product lifecycle, driving initiatives from initial concept through to successful market launch and continuous iteration.
- Partner closely with Engineering, Data Science, and Product Design to navigate complex data environments, AI/ML parameters, and optimize technical and user experience tradeoffs.
- Collaborate extensively with clients and Go-To-Market teams (Sales, Customer Success) to gather actionable insights, facilitate beta testing, and continuously refine the real-time agent-assist experience.
- Analyze competitive landscape.
- Make informed strategic decisions amidst ambiguity.
- Objectively evaluate product performance, prioritize resource allocation, and leverage KPIs to track user adoption and product efficacy.
Benefits
- Health, dental, and vision coverage, beginning on the first day of employment.
- Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
- Short & Long-Term Disability
- Basic Life Insurance
- 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off
- Company paid holidays
- Paid volunteer hours
- 12 weeks paid parental leave.
- Annual performance bonus
- Stock
- Other applicable incentive compensation plans.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
