Product Owner (Five9)

Overview

In this role you will shape a cloud-based customer engagement platform and translate business goals into actionable product work. You will collaborate across Technology, Operations, Analytics, and partners to improve agent effectiveness, dialing strategies, and customer experiences at scale. You’ll manage the backlog, support feature delivery, and use data-driven insights to drive platform improvements. This is a chance to influence a critical customer engagement platform used by a global organization.

Pay / Benefits

• health insurance
• relocation program
• work from anywhere
• certification programs
• mentorship
• internal mobility and internship opportunities

Responsibilities

• Support the Product Manager in executing the Five9 Dialer roadmap
• Gather requirements across Operations, Technology, Compliance, Risk, and Analytics to define enhancements
• Translate requirements into user stories, acceptance criteria, and backlog items
• Participate in Agile ceremonies and backlog refinement
• Coordinate delivery of new features, upgrades, and releases
• Support UAT, defect triage, production validation, and release readiness
• Monitor product performance and identify opportunities to improve dialing strategies, agent experience, and outcomes
• Collaborate with Five9 and internal partners to troubleshoot and stabilize the platform
• Assist with dialing capabilities, automation, integrations, and workflow improvements
• Develop product docs, release communications, and training materials
• Analyze feedback to propose improvements and roadmap opportunities
• Ensure platform compliance with regulatory and security requirements

Key requirements

• 6+ years (PM/BA/PMO/Operations) or related discipline
• Experience with Five9 Cloud
• Knowledge of outbound dialing technologies and campaign management
• Experience with CRM integrations, IVR, call routing, or workforce optimization platforms
• Understanding of contact center KPIs (e.g., connection rates, occupancy, AHT, abandon rates)
• Familiarity with Agile methodologies and backlog management
• Experience with cross-functional teams (Product, Technology, Operations, Vendors)
• Proficiency with Jira, Azure DevOps, Confluence or similar tools

• Cross-functional collaboration
• Analytical mindset
• Effective communication
• Five9 Cloud
• Outbound dialing technologies
• CRM integrations, IVR, call routing, workforce optimization

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