3 дня назад
Junior Product Manager (Five9)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Junior Product Manager (Five9) (Cloud Contact Center): Enhancing a cloud-based customer engagement platform and coordinating Five9 Dialer capabilities with an accent on product requirements, backlog prioritization, and cross-functional delivery. Focus on translating operational needs into user stories, supporting releases and UAT, and improving dialing strategies, agent effectiveness, and contact center outcomes.
Location: London, United Kingdom, with office attendance in London or Brighton three days a week
Company
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 Cloud Dialer platform.
- Gather requirements with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, Analytics, and vendor teams.
- Translate business needs into user stories, acceptance criteria, and prioritized backlog items.
- Coordinate feature delivery, upgrades, production releases, UAT, defect triage, and release readiness.
- Monitor product and operational metrics to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
- Create product documentation, process guides, release communications, and training materials while supporting platform stability and compliance.
Requirements
- 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
- Experience working with Five9 Cloud and knowledge of predictive, preview, and progressive dialing and campaign management.
- Experience with CRM integrations, IVR, call routing, or workforce optimization platforms.
- Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance.
- Familiarity with Agile methodologies, user stories, product backlogs, sprint ceremonies, and cross-functional delivery.
- 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
- Full-time role with a multicultural, global working environment.
- Competitive compensation and benefits package, including health insurance and language courses.
- Relocation program and professional development through certifications, mentorship, and talent investment programs.
- Internal mobility and internship opportunities.
- Remote-work flexibility alongside the required three days per week in the London or Brighton office.
- Inclusive culture with open communication, team-building events, and social sustainability initiatives.
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