Professional Services Program Manager

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 Professional Services Program Manager to lead complex, multi-customer deployment projects across Five9's Contact Center and AI solutions. In this role, you will own the day-to-day delivery and execution of multiple initiatives simultaneously, ensuring projects are delivered on time, within scope, and within budget. You will work closely with customers, partners, and cross-functional internal teams to drive alignment, manage risks, and ensure a seamless implementation experience that strengthens customer relationships and maximizes business value.

Key Responsibilities: 

• Lead and manage all day-to-day operational and tactical aspects formultiple Implementation projects with a focus on time, scope, and budget.
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.
• Articulate the value of Five9's Professional Services through presentations, demonstrations and open discussion with customers.

Key Qualifications: 

• 5+ years as a Program Manager, Scrum Master, or Technical Consultant.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Exposure to Artificial Intelligence within the Voice and Digital channels.
• Contact Center Industry experience highly preferred.
• Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired.
• Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
• Must be willing to travel up to 25% or as needed regionally with some national and international travel possible (valid passport required).
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• One or more of the following certifications is preferred; PMP, PRINCE2, Agile or Kanban related certifications.

Key Skills: 

• Must possess a strong combination of project management skills, technical call center expertise, AI, and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative.
• Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
• Strong knowledge of CCaaS, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices.
• Must be strategic thinker; Able to understand the 'Big-Picture"; Able to think quickly and adeptly when solving complex problems.
• Must demonstrate a strong sense of accountability and ownership with the ability to take proactive action and act with urgency as circumstances require.
• Exceptional with time management and organization.
• Bilingual (English and French).

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.