Associate Product Manager – Five9 Dialer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Assist the Product Manager in implementing the Five9 Dialer product roadmap.

• Collect requirements and convert business needs into user stories and acceptance criteria.

• Aid in backlog prioritization, sprint planning, refinement, reviews, and retrospectives.

• Oversee feature delivery, enhancements, upgrades, UAT, and production releases.

• Track product and operational KPIs to discover opportunities for improvement.

• Collaborate with Five9 and internal teams to resolve issues and enhance platform stability.

• Support integrations, automation, workflow enhancements, and new dialing features.

• Develop product documentation, release communications, and training resources.

• Work closely with Product, Technology, Operations, Workforce Management, Analytics, and vendor teams.

⛳️ Requirements

• Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or a related discipline, or equivalent professional experience.

• 2–5 years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a similar field.

• Proven experience supporting enterprise software products throughout the entire product lifecycle.

• Knowledge of Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies.

• Strong analytical and problem-solving abilities with the capability to interpret operational data and suggest improvements.

• Exceptional communication and stakeholder management skills.

• Experience collaborating with cross-functional teams across Product, Technology, Operations, and Vendor organizations.

• Proficient in Jira, Azure DevOps, Confluence, or other similar Agile delivery tools.

• Excellent organizational abilities with the capacity to manage multiple priorities in a dynamic environment.

• Familiarity with Five9, Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms is advantageous.

• Understanding of outbound dialing technologies, including predictive dialing, preview dialing, progressive dialing, and campaign management is a plus.

• Experience with CRM integrations, CTI, IVR, call routing, or workforce optimization platforms is desirable.

• Knowledge of contact center KPIs is beneficial.

• Experience supporting digital servicing channels such as voice, chat, SMS, or messaging is a plus.

• Familiarity with customer authentication, identity verification, or fraud prevention solutions is advantageous.

• Experience utilizing Power BI, Tableau, SQL, or Excel is a plus.

• Exposure to regulated industries such as financial services is an added advantage.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Inclusive and supportive work environment.

• Open communication.

• Regular team-building company social events.