Product Owner (Five9)

Location: London or Brighton, United Kingdom; office attendance required three days a week

Company

hirify.global is a global IT services and consulting company supporting digital transformation and technology delivery for enterprise and startup clients 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.
• Support integrations, workflow automation, troubleshooting, product documentation, training materials, and compliance alignment.

Requirements

• 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related field.
• Experience 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 employment in a multicultural and globally distributed environment.
• Health insurance, language courses, and a relocation program.
• Remote-work flexibility alongside the required office schedule.
• Professional development through certifications, mentorship, talent investment, and internal mobility programs.
• Inclusive workplace with open communication, team-building events, and sustainability initiatives.