Product Owner (Five9)

Location: Europe; hybrid attendance required in the London or Brighton office 3 days per 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 define platform enhancements with Operations, Technology, Workforce Management, Compliance, Risk, Analytics, and external partners.
• Translate business requirements into user stories, acceptance criteria, and prioritized backlog items; participate in Agile ceremonies.
• Coordinate feature delivery, upgrades, production releases, UAT, defect triage, production validation, and release readiness.
• Monitor product and operational metrics to improve dialing strategies, agent experience, campaign effectiveness, customer outcomes, and platform stability.
• Support new dialing capabilities, automation, integrations, workflow improvements, documentation, release communications, and training materials.
• Analyze user feedback and operational insights while ensuring alignment with regulatory, security, and compliance requirements.

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 outbound, 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, writing user stories, managing product backlogs, and participating in 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

• Full-time role with a multicultural global team and regular team-building events.
• Health insurance, language courses, and a relocation program.
• Remote-work flexibility within the role's European hybrid arrangement.
• Professional development through certifications, mentorship, talent investment, internal mobility, and internships.
• Projects for global clients and sustainability initiatives focused on education, community empowerment, fair operating practices, environmental sustainability, and gender equality.