Product Manager
4 semanas atrás
Five9 is a leading provider of cloud contact center software, bringing innovation to customers worldwide. We're seeking a dynamic Product Manager to lead the development of our cloud contact center platform.
As a Product Manager, you will be responsible for managing the end-to-end lifecycle of applications that enable full Omni-channel Communications, intelligent Interaction Management, and dynamic Customer Experiences for the Five9 Cloud Contact Center Engagement platform.
Key Responsibilities:
- Develop, publish, and maintain the Product Roadmap in collaboration with the broader Product Team and key functional primes across the company.
- Work with key stakeholders to understand customer, market, and strategic requirements and translate these into Initiatives, Features, Epics & User Stories.
- Validate product business cases and lead the products from concept through to general availability.
- Partner closely with the Engineering Team to ensure that requirements are clear, understood, and prioritized, and are developed, tested, and delivered in-line with Five9 agile and industry best practices.
- Perform the role of Product Owner as part of Agile Scrum Teams and conduct and participate in Agile Ceremonies.
- Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition, and pricing.
- Work with Cloud Operations Team to develop and optimize deployment models for delivering Inbound and Outbound functionality.
- Understand industry trends, emerging technologies, and competitor offerings and align product roadmap for differentiation and market leadership.
- Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user groups, and industry conferences.
- Identify and partner with companies that can provide complementary functionality to the Five9 Inbound & Outbound application services.
- Have a hands-on approach and a willingness and aptitude to work from strategic product direction right through to detailed requirements definition.
Qualifications:
- 3-5 years in software product management with 2+ years of experience managing software-as-a-service products.
- Proven track record of delivering innovative software solutions to market.
- Strong understanding of blended Contact Center workflow processes including Attribute-based / Predictive Interactions (ACD), Customer business processes (Customer Journey / AI routing, Sales / Lead Generation, actionable Proactive Outreach, Customer Preference-driven Contact, Account Ownership), Work Distribution Methods & Algorithms.
- Understanding of contact center metrics and key performance indicators.
- Highly desirable to have experience in the deployment of applications on public cloud platforms (e.g., AWS, GCP).
- Highly desirable to have experience working and integrating with technology partners, as well as directing both in-house and externally sourced product team contributors.
- Proven ability to collaborate cross-organization, up and down management levels, and with globally distributed office locations.
- Experience in working on, or integrating with, cloud contact center applications such as from Genesys, Nice/inContact, 8x8, Avaya, Cisco, Talkdesk, Twilio, AWS, Alvaria.
Benefits:
- Five9 Shares
- Bonus Scheme
- 10% Flex Benefits
- Meal Allowance
- Night shift Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays
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