Junior Product Manager (Five9)
Core
Shape and enhance a cloud-based customer engagement platform (Five9 Dialer) to optimize customer outreach strategies, improve agent effectiveness, and increase operational efficiency for large-scale service operations.
Role type
Junior Product Manager (Contact Center Operations)
Builds
Cloud-based customer engagement platform, dialer capabilities, automation, and integrations
Domain
Contact Center Operations / Cloud Telephony
Deliverable
product features
Required skills
Product roadmap execution, backlog management, user story creation, Agile ceremonies, UAT coordination, operational metrics analysis, CRM integration knowledge, dialing technology expertise, cross-functional collaboration, Jira/Azure DevOps proficiency
Preferred skills
Genesys Cloud/NICE CXone/Amazon Connect experience, digital servicing channels (voice/chat/SMS), fraud prevention solutions, analytics tools (Power BI/Tableau/SQL), regulated industry exposure
Technologies
Five9 Cloud, Jira, Azure DevOps, Confluence, Power BI, Tableau, SQL, Excel
Responsibilities
Support product roadmap execution for the Five9 Dialer platform; Partner with Operations, Technology, and Compliance teams to define enhancements; Translate business requirements into user stories and backlog items; Participate in Agile ceremonies; Coordinate feature delivery and production releases; Support UAT and release readiness; Monitor product performance and operational metrics; Collaborate on troubleshooting and platform stability; Assist with new dialing capabilities and workflow improvements; Develop product documentation and training materials; Analyze user feedback to recommend improvements.
Seniority
Junior, hands-on IC
