Product Owner – Five9

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

📋 Description

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

• Collaborate with teams from Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics to collect business requirements and outline product improvements.

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

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

• Oversee the rollout of new features, enhancements, upgrades, and production releases.

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

• Track product performance and operational metrics to spot opportunities for enhancement.

• Work alongside Five9 and internal tech partners to resolve issues, prioritize enhancements, and ensure platform stability.

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

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

• Evaluate user feedback and operational insights to propose product enhancements and future roadmap initiatives.

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

⛳️ Requirements

• Over 6 years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related field.

• Experience with Five9 Cloud.

• Knowledge of outbound dialing technologies, including predictive dialing, preview dialing, progressive dialing, and campaign management.

• Familiarity 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.

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

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

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

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

• Experience supporting digital servicing channels, including voice, chat, SMS, or messaging.

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

• Experience utilizing analytics and reporting tools such as Power BI, Tableau, SQL, or Excel.

• Exposure to regulated industries like financial services is a plus.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Remote work flexibility.

• Inclusive and supportive work environment.

• Regular team-building company social events.