Product Owner – Five9

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

📋 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 define 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.

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

• Track product performance and operational metrics to uncover opportunities for enhancing dialing strategies, agent experience, campaign effectiveness, and customer outcomes.

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

• Support the implementation of new dialing capabilities, automation, integrations, and workflow enhancements.

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

• Examine user feedback and operational insights to suggest product enhancements and future roadmap possibilities.

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

⛳️ Requirements

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

• Proficient in working with Five9 Cloud.

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

• Knowledge of 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.

• Experience with Agile methodologies, including crafting user stories, managing product backlogs, and engaging in sprint ceremonies.

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

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

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

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

• Knowledge of customer authentication, identity verification, or fraud prevention solutions.

• Proficient in 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.

• Remote work flexibility / Work From Anywhere Culture.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaborate on impactful projects for top global clients.

• Inclusive and supportive work environment with open communication.

• Regular team-building company social events.