Professional Services Program Manager

Professional Services Program Manager Join to apply for the Professional Services Program Manager role at Five9 . Bring joy to customer experience. Five9 is a leading provider of cloud contact center software, delivering the power of cloud innovation worldwide. We live our values every day in a team‑first culture that fuels innovation, growth, and success while enjoying the journey together. Diversity is celebrated and an inclusive environment is fostered, empowering employees to be authentic. We are looking for an experienced 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 close to customers, partners, and cross‑functionaleningen to align, manage risks, and deliver a seamless implementation that strengthens customer relationships and maximizes value. Key Responsibilities Lead and manage all day‑to‑day operational and tactical aspects for multiple implementation projects focusing onuchos, scope, and budget. Effectively communicate plans, progress, and status updates to internal staff and customer stakeholders. Collaborate with associated project managers and partners to ensure a streamlined implementation of all solutions. Identify project risks and implement appropriate mitigation plans. Continue seeking opportunities to increase customer satisfaction and deepen client relationships by engaging at all levels of the client organization. Maintain and update all internal applications related to implementation projects. Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussions with customers. Key Qualifications 5+ years in Program Management, Scrum Master, or Technical Consulting. Heavy experience managing multiple projects across multiple customers simultaneously with minimal oversight. Exposure to Artificial Intelligence in Voice and Digital channels. Contact Center industry experience highly preferred. Experience managing implementations of Five9 jednej or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) highly desired. Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) desired. Willingness to travel up to 25%, including occasional regional, national, or international travel (valid passport required). Excellent verbal and written communication skills. BA/BS or equivalent experience required. Preferred certifications: PMP, PRINCE2, Agile or Kanban related certifications. Key Skills Strong combination of project management, technical call center expertise, AI, and client development. Expert at cultivating positive, productive client relationships with impeccable communication and empathy. Natural leader who builds collaborative relationships, delegates effectively, and is adept at providing constructive feedback. Deep knowledge of tara, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR, and Call Center best practices. Strategic thinker, capable of rapid, effective problem‑solving. Accountable, proactive, and impactful under varying circumstances. Exemplary time‑management and organization. Bilingual (English and French) preferred. Note: This job posting is for an existing vacancy. Compensation Salary range for Ontario residents: $81,200 — $150,800 CAD. Benefits Health, dental, and vision coverage for employees and eligible dependents, effective from day one. Company‑paid life, accidental death and dismemberment (AD&D), and long‑term disability with optional additional protection. Mental‑health and wellbeing programs, including counseling, coaching, digital tools, and personalized support. Registered Retirement Savings Plan (RRSP) with employer matching. Paid time off and statutory provincial leave, including vacation, company holidays, volunteer time, and bereavement leave. Employee Stock Purchase Plan (ESPP) allowing discounted company stock purchases. Privacy View our privacy policy and notice for California residents. Equal Opportunity Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skillsunter. Five9 is an equal opportunity employer. Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9. Referrals increase your chances of interviewing at Five9 by 2x. #J-18808-Ljbffr