Product Management Director – Workforce Engagement
Core
Lead the strategy and execution of Five9's Workforce Engagement Management (WEM) portfolio, specifically AI-driven Quality Management (QM) and Workforce Management (WFM), to optimize contact center operations.
Role type
Senior IC Product Management Director (Workforce Engagement)
Builds
Cloud-based WEM software including autonomous AI agents for quality evaluation, forecasting, scheduling, and real-time adherence.
Domain
B2B SaaS, Contact Center Operations, AI/ML, Workforce Optimization
Deliverable
production ML models | product features
Required skills
Workforce Engagement Management (WEM), Quality Management (QM), Workforce Management (WFM), Agentic AI architectures, Product strategy, Go-to-market strategy, Data analysis, Cross-functional leadership, Customer engagement, Technical product requirements definition
Preferred skills
Competitor platform expertise (NICE, Verint, Aspect, Genesys), Agentic AI design patterns (ReAct, Chain-of-Thought, RAG), AI evaluation methodologies, Cloud-based WEM architectures, Global distributed team management
Technologies
LLMs, RAG, Autonomous AI agents, Cloud APIs, ACD, CRM, HR systems
Responsibilities
Define end-to-end product vision and roadmap for WEM portfolio; Design and oversee development of AI-driven QM and core WFM capabilities; Partner with engineering, data science, and GTM teams to execute strategy; Lead beta programs and customer pilots; Develop product positioning, pricing, and ROI models; Mentor associate product managers and influence cross-functional peers.
Seniority
Director, Senior IC with strategic influence