Product Manager (Five9)

Location: Brighton, United Kingdom; office attendance in London or Brighton 3 days a week

Company

hirify.global is a global IT services and consulting company supporting digital transformation for large enterprises and startups across more than 25 countries.

What you will do

• Support the product roadmap for the Five9 Dialer and cloud-based customer engagement platform.
• Gather business requirements with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, Analytics, and vendor teams.
• Translate requirements into user stories, acceptance criteria, and prioritized backlog items.
• Coordinate feature delivery, upgrades, production releases, UAT, defect triage, and release readiness.
• Monitor operational metrics and improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
• Create product documentation, release communications, training materials, and recommendations for future roadmap improvements.

Requirements

• 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
• Experience with Five9 Cloud and outbound dialing technologies, including predictive, preview, and progressive dialing.
• Knowledge of CRM integrations, IVR, call routing, workforce optimization platforms, and contact center KPIs.
• Experience with Agile methodologies, user stories, product backlogs, and sprint ceremonies.
• Experience collaborating across Product, Technology, Operations, and vendor organizations.
• Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools.

Nice to have

• Experience with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms.
• Experience supporting voice, chat, SMS, or messaging channels.
• Familiarity with customer authentication, identity verification, or fraud prevention solutions.
• Experience with Power BI, Tableau, SQL, or Excel.
• Exposure to regulated industries such as financial services.

Culture & Benefits

• Competitive compensation and benefits package, including health insurance.
• Language courses, certification programs, mentorship, and professional development opportunities.
• Relocation program and a work-from-anywhere culture, subject to the role's office requirements.
• Inclusive multicultural environment with open communication and regular company social events.
• Opportunities to work on impactful projects for global clients.