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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
Product Manager (Five9) (Cloud Contact Center): Shaping and enhancing a cloud-based customer engagement platform and executing the Five9 Dialer product roadmap with an accent on dialing strategies, agent effectiveness, campaign management, and operational efficiency. Focus on translating business requirements into prioritized backlogs, coordinating releases and UAT, and improving platform performance while meeting regulatory, security, and compliance requirements.
Location: Brighton, United Kingdom; office attendance in London or Brighton 3 days a week
Company
is a global IT services and consulting company delivering digital transformation and technology solutions for enterprise and startup clients across more than 25 countries.
What you will do
- Support the product roadmap and evolution of 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 contact center metrics and identify improvements to 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 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, Compliance, Analytics, 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 comprehensive compensation and benefits package.
- Health insurance, language courses, and a relocation program.
- Office-based collaboration in London or Brighton three days per week.
- Professional development through certifications, mentorship, talent investment, and internal mobility programs.
- Work on projects for global clients in a multicultural and inclusive environment with regular team-building events.
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