Five9
Professional Services Program Manager
United States (Remote) · Staff+
Sponsorship not specified$70k-$196kDetected 36 days ago
Project ManagementAgileSalesforceCRMZendeskCiscoVoIPCommunicationTime ManagementNetSuite
About the role
- Join us in bringing joy to customer experience.
- We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
- Join our Professional Services as a Professional Services Program Manager.
Responsibilities
- Lead and manage all day-to-day operational and tactical aspects for multiple Implementation projects with a focus on time, scope, and budget.
- Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
- Identify project risks and implement appropriate mitigation plans.
- Maintain and update all internal applications associated with implementation projects.
Requirements
- 5+ years as a Program Manager, Scrum Master, or Technical Consultant.
- Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
- Must be willing to travel up to 10% or as needed regionally with some national and international travel possible (valid passport required).
- Excellent verbal and written skills required.
- BA/BS or equivalent experience is required.
- Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
- Exposure to Artificial Intelligence within the Voice and Digital channels.
- Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired.
- One or more of the following certifications is preferred; PMP, PRINCE2, Agile or Kanban related certifications.
Nice to have
- Must demonstrate a strong sense of accountability and ownership with the ability to take proactive action and act with urgency as circumstances require.
- Contact Center Industry experience highly preferred.
- One or more of the following certifications is preferred
- PMP, PRINCE2, Agile or Kanban related certifications.
Skills
- Must possess a strong combination of project management skills, technical call center expertise, AI, and client development.
- impeccable communication skills and ability to understand clients' needs is imperative.
- Able to delegate responsibilities with ease
- Able to provide constructive feedback and praise
- Able to understand and educate others.
- Strong knowledge of CCaaS, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices.
- Must be strategic thinker
- Able to understand the 'Big-Picture"
- Able to think quickly and adeptly when solving complex problems.
- Exceptional with time management and organization.
- Bilingual skills a plus.
- Must be strategic thinker; Able to understand the 'Big-Picture"; Able to think quickly and adeptly when solving complex problems.
Compensation
- 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.
Benefits
- 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.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
Company info
- Articulate the value of Five9's Professional Services through presentations, demonstrations and open discussion with customers.
This listing is sourced directly from Five9's careers page and normalized into a canonical job model.