обновлено 8 часов назад
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 by translating business objectives into product requirements, prioritizing the backlog, and coordinating feature delivery with an accent on dialing strategies, agent effectiveness, and operational efficiency. Focus on defining user stories, supporting UAT and releases, analyzing contact center metrics, and aligning platform capabilities with 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 supporting digital transformation for enterprise and startup clients across more than 25 countries.
What you will do
- Support the product roadmap for the Five9 Dialer platform and define enhancements for a cloud-based customer engagement 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, production validation, and release readiness.
- Monitor operational metrics and user feedback to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
- Develop 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 technologies 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 tools such as Jira, Azure DevOps, or Confluence.
- Ability to work from the London or Brighton office 3 days per week.
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 global, multicultural IT services environment.
- Competitive compensation and benefits, including health insurance.
- Language courses, certification programs, mentorship, and professional development opportunities.
- Relocation program and internal mobility opportunities.
- Inclusive workplace with open communication and regular team-building events.
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