AI & Automation Program Manager

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.   

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 

As a key contributor to the Professional Services Team, the ideal candidate will be a passionate, self-managed individual who can work well with a cohesive team to help delight customers and grow business.  

Key Responsibilities:

• Lead and manage all day-to-day operational and tactical aspects of multiple implementation projects.
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Own the project and time tracking aspects of customer projects inside Five9’s PS Automation tool.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers.

Key Qualifications:

• 5+ years as a Project Manager, Program Manager, Scrum Master or Release Train Engineer or combination thereof.
• Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or Mitel) is highly desired.
• Preferred 1 year of Agile experience on an Agile team or leadership role on an Agile Release Train.
• Experience with Tracking tools such as Monday.com, JIRA, Agile Central or Rally is preferred.
• Strong knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little to no oversight and/or direction.
• Must have experience with managing large, strategic projects across multiple workstreams.
• Willing to travel up to 5-10% nationally.
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• One or more of the following certifications is preferred; PMP, PRINCE2 and Agile or Kanban related certifications. 

Key Skills:

• Must possess a strong combination of project management skills, technical call center expertise, and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is …