20 days old

Senior Product Manager, Contact Center Data, Reporting & Analytics

Five9, Inc.
San Ramon, CA 94583
Senior Product Manager, Contact Center Data, Reporting & Analytics


 


Five9 is a leader in Cloud based Call Center solutions and one of the Bay Areas fastest growing companies. To complement our rapid growth, we are actively looking for a talented and experienced Senior Product Manager to join our team.  Our headquarters is located in San Ramon, CA, and we continue to expand globally.  We offer a very competitive base salary, generous monthly commissions/bonus, full benefits package, and RSUs.  Five9 is a high energy environment with lots of room for personal and professional growth. Companies depend on fast, accurate and thorough insight into the operation of the Contact Center to ensure that the best customer experience is being delivered in the most optimum way. This senior product manager position calls for a dynamic individual who will own and drive the portfolio and roadmap for Five9s data, reporting and analytics.




Responsibilities:



  • Manage the end-to-end lifecycle for the Five9 data, reporting and analytics portfolio.

  • Develop, publish and maintain the Product Roadmap in collaboration and consultation with the broader Product Team and with key functional primes across the company.

  • Work with key stakeholders (internal, external, customer) to understand customer, market and strategic requirements and translate them into Product Requirements Documents (PRDs), Epics, Features and User Stories.

  • Develop product business cases and, in close partnership with Program Management, lead the products from concept to general availability.

  • Partner closely with the Engineering Team to ensure that requirements are clear, understood and prioritized, and are development, tested and delivered in-line with Five9 agile and industry best practices.

  • Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing.

  • Work with Cloud Operations Team to develop and optimize deployment models for delivering Five9 data lakes, data marts, and reporting & analytics applications, leveraging both private and public cloud infrastructure.

  • Understand industry trends, emerging technologies and competitor offerings and align product roadmap for differentiation and market leadership.

  • Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user group, and industry conferences.

  • Identify and partner with companies that can provide complementary functionality to the Five9 data, reporting & analytics modules.

  • Have a hands-on approach and a willingness and aptitude to work from strategic product direction right through to detailed requirements definition.



Experience & Capabilities:



  • 7+ years in software product management with 3 years experience of managing a software-as-a-service product.

  • Proven track record of delivering innovative software solutions to market.

  • Experience in product managing a contact center application or contact center functionality as part of a UC or CRM solution.

  • An understanding of contact center data models, event and interval data feeds, data aggregations, real-time reporting, historical reporting, data analytics.

  • A knowledge of licensed or open-source databases, event processing and business intelligence tools.

  • Understanding of contact center metrics and key performance indicators. 

  • Highly desirable to have experience in the deployment of applications on public cloud platforms (e.g. AWS, GCP).

  • Experience in working and integrating with technology partners.

  • Proven ability to collaborate cross-organization, up and down management levels, and with globally distributed office locations.

  • Experience in working on, or integrating with, cloud contact center applications such as from Genesys/Interactive Intelligence, Nice/inContact, 8x8, Avaya/Spoken, Cisco, Talkdesk, Aspect. 



Education:



  • Bachelor's degree in engineering or business field.

  • An advanced degree in an engineering or a business discipline is highly desirable.

  • A Product Management credential is desirable.

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Posted: 2019-05-02 Expires: 2019-06-01

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Senior Product Manager, Contact Center Data, Reporting & Analytics

Five9, Inc.
San Ramon, CA 94583

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