Product Manager, UI/UX, Accessible Contact Center Applications

To complement our rapid growth, we are actively looking for a talented and experienced Product Manager to join our team. Contact Center users do their best work when they have the best tools for the job. Five9 believes in complementing the human experience of a contact center to enhance the end-user experience and this requires careful thought and consideration towards the agent, supervisor, and administrative workflows.

Location: This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid. 

This is an opportunity to impact and improve productivity for millions of users worldwide who use Five9 applications to deliver exceptional service for their customers. This Product Manager position calls for a dynamic individual with a background user interface, accessibility concerns, WCAG, and VPATs. The successful candidate will demonstrate a passion for building intelligent, success-driven customer engagement applications within the Five9 Cloud Contact Center portfolio.

Key Responsibilities:

• Provide guidance and expertise on accessibility (ADA, WCAG, 508), government requirements. Working knowledge with various screen readers and accessibility testing
• Organize and work with vendors for VPAT documentation, and development to address any issues uncovered.
• Lead Agile SCRUMs team by participating in sprint ceremonies (standup, grooming, retros, etc.)
• Work with the Five9 UX Design team to bring user experience applications from concepts and prototypes through to finalized designs.
• Define key metrics to track product usage, growth and KPIs for success.
• Develop, publish and maintain the Product Roadmap in collaboration and consultation with the broader Product Team and with key functional primes across the company.
• Work with key stakeholders (internal, external, customer) to understand customer, market and strategic requirements and translate them into Features, Epics, and User Stories.
• Establish relationships with customers (new and existing) to test new products and manage feedback effectively to favorably impact product outcomes.
• 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.
• Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing.
• Understand industry trends, emerging technologies, new user experience paradigms 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 group, and industry conferences.
• Identify and partner with companies that can provide complementary functionality to the Five9 User Experience Applications.
• Have a hands-on approach and a willingness and aptitude to work from strategic product direction to detailed requirements definition.

Qualifications:

• 1-7 years in software product management experience delivering end user experience for an enterprise SaaS product or delivering end-user experience for millions of users for a consumer app.
• Experience developing and executing large, multi-faceted product deliveries, with a history of successful launches, across data and product creation platforms.
• Experience in product managing a contact center user interface application or contact center UI functionality as part of a UC or CRM solution. [Optional]
• Experience analyzing analytics (Gainsight, Looker, Tableau or similar) and presenting product leadership teams.
• A talent for working with users, stakeholders and decision makers to validate UX concepts, seek input on requirements and obtain feedback on usage.
• Experience in working and integrating with technology partners.
• 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 or CRM applications [Optional]
• Highly desirable to have experience in the deployment of applications on public cloud platforms (e.g., AWS, GCP).

Education:

• Bachelor's degree in engineering or business field.
• An advanced degree in a business discipline is highly desirable.
• A Product Management credential is desirable.

#LI-CM1 #LI-Remote