Workforce Optimization Project 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. 

We are actively looking for a talented and experienced Workforce Optimization (WFO) Project Manager to join our Professional Services team. In this role, you will be responsible for delivery and Project Management related to Five9’s WFO solutions, implementation, and deployment of technical and business solutions to clients.  

The ideal candidate will have in-depth experience managing a broad range of WFO Projects with Verint. He/she will lead and manage all aspects of Five9’s WFO projects based on best practices and customer requirements. He/she will enable our customers to attain optimal results from Five9 WFO products by managing their expectations to deliver customer-defined results.  

Responsibilities:  

• Manage the strategic and day-to-day operational and tactical aspects of multiple customers facing WFO and associated projects.  

• Effectively communicate plans, progress, and status/updates to both internal staff and customer stakeholders.  

• Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussion with customers and prospects.  

• Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs.  

• Mitigate project risk by proactively recognizing and communicating challenges, managing changes, and providing contingency plans that enable customer success.  

• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.  

Essential: 

• Experience implementing WFO and or Contact Center solutions with the Verint WFO toolset. 

• Solid technical knowledge and or hands-on experience with SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices.  

• Four years of experience, with a minimum of 2 years in a Project Management position in WFO and or Technical Services organization.  

• Excellent written and verbal skills.  

• BA/BS or equivalent experience. Strong combination of project management and technical call center skills along with excellent customer communication skills.  

• Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.  
• Self-starter possessing excellent time management skills and be able to manage multiple implementation and sales activities simultaneously.  

Desirable:  

• Experience with migrating customer from alternative WFO products such as NICE, Aspect and Genesys to Verint.  

• Formal project management qualification such as PMI. PRINCE2 or APM. 

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. 

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.  

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.