Junior Product Manager – Five9

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

📋 Description

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

• Collaborate with teams in Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics to gather business requirements and outline product enhancements.

• Convert business requirements into user stories, acceptance criteria, and prioritized backlog items.

• Engage in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives.

• Coordinate the delivery of new features, enhancements, upgrades, and production releases.

• Facilitate user acceptance testing, defect triage, production validation, and release readiness activities.

• Track product performance and operational metrics to pinpoint areas for improvement.

• Work alongside Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and maintain platform stability.

• Aid in the implementation of dialing capabilities, automation, integrations, and workflow enhancements.

• Create product documentation, process guides, release communications, and training materials.

• Evaluate user feedback and operational insights to suggest product improvements and roadmap opportunities.

• Ensure that platform capabilities comply with regulatory, security, and compliance standards.

⛳️ Requirements

• A minimum of 4 years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related field.

• Experience with Five9 Cloud.

• Familiarity with outbound dialing technologies, including predictive, preview, and progressive dialing.

• Knowledge of campaign management.

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

• Understanding of contact center KPIs, such as connection rates, occupancy, average handle time, abandonment rates, and campaign performance.

• Competence in Agile methodologies, including user story writing, product backlog management, and participation in sprint ceremonies.

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

• Proficiency in using Jira, Azure DevOps, Confluence, or similar Agile delivery tools.

• Preferred: Experience with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms.

• Preferred: Experience supporting voice, chat, SMS, or messaging channels.

• Preferred: Familiarity with customer authentication, identity verification, or fraud prevention solutions.

• Preferred: Experience with Power BI, Tableau, SQL, or Excel.

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

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Inclusive and supportive work environment.

• Regular team-building company social events.

• Social sustainability initiatives focusing on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.