Product Manager (Five9)

Location: Brighton, United Kingdom; office attendance in London or Brighton 3 days a 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 Cloud Dialer platform.
• Gather requirements with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics 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 contact center metrics to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
• Collaborate with Five9 and technology partners on troubleshooting, integrations, automation, documentation, and platform stability.

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.
• Experience with CRM integrations, IVR, call routing, or workforce optimization platforms.
• Understanding of contact center KPIs such as 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 with competitive pay and benefits, including health insurance.
• Language courses, certification programs, mentorship, and professional development opportunities.
• Relocation program and a flexible work-from-anywhere culture alongside the role's required office attendance.
• Work on projects for global clients in a multicultural and inclusive environment.
• Internal mobility, talent investment programs, and regular team-building events.