Five9

Sales Operations Manager

• Build and update advanced Excel data models to report sales booking metrics, customer invoicing, and channel commissions and promotions.
• Build and run commissions processes and dashboards in Google Looker.
• Draft, document, track and process custom special incentives issued to external partners.
• Process cases submitted by external processes for commissions inquiries. Build rapport with external analysts with live trainings and phone calls.
• Support PRM manager as backup on administrative tasks.
• Perform analysis and provide reporting to Sales, Billing and Executives by gathering, extracting and manipulating raw data from multiple databases and transform it into useful information to drive decisions and maximize profits.
• Work cross functionally to improve processes, automate and streamline workflows, standardize reporting, facilitate collaboration, gather and translate requirements, and manage project milestones and objectives.
• Systems optimization and data management of Salesforce, Logisense & Five9 VCC production records.

Sales Operations Analyst

Accounting Manager

• Serve as the company’s primary authority on complex US GAAP matters, with a deep focus on SaaS industry standards, including Business Combinations (ASC 805), Leases (ASC 842), Debt & Equity (Convertible Bonds, Accelerated Share Repurchases), and Consolidations.
• Lead the research, evaluation, and resolution of significant, non-routine business transactions (e.g., M&A, complex equity structures).
• Author, review, and maintain global accounting policies and technical accounting memorandums, ensuring clear communication of accounting positions to senior leadership and external auditors.
• Proactively monitor, evaluate, and lead the cross-functional implementation of new FASB standards and pronouncements, assessing their impact on the company’s financial statements, policies, and systems.
• Direct the strategy and execution of the internal-use software capitalization process (ASC 350-40 / ASU 2025-06) and cloud computing arrangements.
• Establish deep partnerships with Engineering, Product Management, and IT leadership to integrate accounting requirements seamlessly into the software development lifecycle (SDLC), product roadmaps, and agile sprint cycles.
• Own the review and tie-out of the month-end and quarter-end close package including tie-out for accuracy and accounting compliance of the core financial statement; plus activities for technical accounting domains (including stock-based compensation and equity), ensuring the accurate preparation and review of related journal entries and account reconciliations.
• Own the technical accounting relationship with external auditors, driving the timely resolution of audit inquiries. Ensure all technical accounting processes and documentation strictly adhere to SOX internal control frameworks.
• Partner closely with the Director of SEC Reporting to ensure accurate disclosures in financial statements and assist in the preparation of quarterly reporting materials for executive and Board-level audiences.
• Collaborate with FP&A and Investor Relations to rigorously review, audit, and tie-out external financial communications, including earnings releases, investor decks, and Q&A scripts.
• Act as a trusted advisor to Legal, Corporate Development, Tax, Treasury, and Stock Administration, providing critical accounting guidance during contract negotiations and strategic business planning.

Director, Technical Accounting

Procurement

• P2P Process Management: Navigate and help oversee the end-to-end Procure-to-Pay lifecycle, ensuring purchase requests (PRs), purchase orders (POs), and invoices are processed efficiently, accurately, and in compliance with corporate policies.
• Coupa Operations Support: Work closely with and support the primary Coupa Subject Matter Expert. Assist in managing system configurations, approval workflows, and general system administration tasks.
• Internal User Support & Enablement: Act as a dedicated partner to internal business users. Provide day-to-day guidance, troubleshoot system issues, and assist with training to ensure high user adoption and a frictionless purchasing experience.
• Supplier Onboarding & Enablement: Support the vendor onboarding process through Coupa, ensuring all necessary documentation, compliance checks, and risk mitigations (such as InfoSec and Data Privacy reviews) are completed before a vendor is active.
• Cross-Functional Collaboration: Partner closely with Accounts Payable, Finance, and Legal teams to resolve matching exceptions, invoicing issues, and ensure smooth downstream financial operations.
• Contract Administration: Assist in routing vendor agreements (NDAs, MSAs, SOWs) through the appropriate approval channels and ensuring final, executed terms are properly documented and tracked within Coupa.
• Continuous Improvement: Proactively identify bottlenecks or inefficiencies within the P2P workflow and recommend system or process enhancements to the Coupa SME to drive automation and ease of use.

Procurement Specialist II

Technical Product Manager

• Roadmap Ownership. Own and evolve the end-to-end partner implementation tooling roadmap - spanning portal capabilities, provisioning and configuration, sandbox environment management, deployment automation frameworks, partner monitoring dashboards, and support escalation tooling - with a clear prioritization rationale tied to measurable reductions in partner delivery cost and cycle time.
• Sandbox & Pre-Production Environments. Define the self-service lifecycle for partner sandbox provisioning (request, configure, extend, teardown) and needs to build and test integration scripts required for deployment.
• Partner Monitoring & Health. Define partner-facing monitoring and operational health tooling: real-time tenant health dashboards accessible to partner managed services teams, SLA attainment reporting APIs, alert webhook integrations that feed into partner NOC tooling (ServiceNow, PagerDuty).
• Product Documentation. Write precise, implementation-ready API design briefs, partner-facing technical documentation standards, and PRDs that distinguish between the tooling Five9 builds and the integration patterns Five9 expects partners to follow.
• Metrics & Goals. Define goals and own the metrics that measure partner tooling effectiveness: partner time-to-first-successful-deployment, sandbox-to-production configuration score, support ticket volume per deployment, etc.
• Prioritization Rigor. Apply rigorous prioritization frameworks - RICE scoring, MoSCoW tiering, opportunity scoring models - to maintain a defensible, stack-ranked backlog across competing demands from professional services, customer success escalations, enterprise deal requirements, and long-term platform sustainability investments.
• Voice of partner. Synthesize voice-of-partner intelligence across the enterprise portfolio: structure and maintain a living repository of pain points, workarounds, and unmet needs, and present quarterly findings to product leadership with supporting data and recommended roadmap adjustments.
• Cross-team leadership. Lead cross-functional core team sessions to achieve common goals from concept to development to launch and early customer adoption.

Senior Technical Product Manager – Scale Tools for Implementation Partners

IT Support

• Own and execute the multi-year strategy and roadmap for global IT infrastructure and operations, aligned to Five9’s business priorities and growth plans.
• Serve as a key member of the CIO’s leadership team; contribute to enterprise IT strategy, budget planning, and organizational design.
• Build, develop, and retain a high-performing global team of IT leaders, managers, engineers, and administrators across multiple geographies.
• Establish a culture of operational excellence, accountability, continuous improvement, and customer service to internal stakeholders.
• Partner with the CISO and Security leadership to ensure infrastructure design, identity controls, and operational practices meet Five9’s security and compliance obligations.
• Own the global enterprise network strategy: corporate LAN/WLAN, SD-WAN, remote access (ZTNA/VPN), DNS, and internet egress across all Five9 offices and remote workers.
• Ensure network availability, performance, and observability meet defined SLAs across all regions.
• Drive modernization initiatives — zero trust networking, secure access service edge (SASE), network automation — with clear business cases and measurable outcomes.
• Manage relationships with network carriers, ISPs, and connectivity partners globally.
• Own the enterprise IAM strategy and platform: single sign-on, multi-factor authentication, lifecycle management, privileged access management, and entitlement governance.
• Partner with HR, Security, and application owners to ensure consistent identity governance across SaaS, infrastructure, and internal applications.
• Own the strategy and operations for corporate IT cloud services.
• Drive cloud FinOps discipline: cost visibility, optimization, and forecast accuracy.
• Define and report on KPIs and SLAs across all functional areas: availability, MTTR, ticket resolution, change success rate, employee satisfaction (CSAT), and cost per user.

Director, IT Infrastructure

Product Marketing

• Positioning and Messaging: Craft strategic messaging that differentiates us from competitors and targets contact center leaders, driving sales throughout the funnel for both prospects and customers.
• Product Launches: Define and manage go-to-market strategy for our products, including messaging, positioning, launch planning, use cases, customer stories, sales enablement, and customer adoption.
• Enablement: You'll partner with customer-facing teams to create impactful narratives, content, collateral, and training to drive acquisition, conversion, and expansion, fueling growth at all stages.
• Competitive Intelligence: As Five9's competitive landscape expert, conduct research to understand rivals' strengths, weaknesses, and opportunities.
• Sales Collateral: You will be responsible for developing sales and customer-facing content, including videos, webinars, and product assets that effectively convey core messages.
• Marketing Campaigns: You will work collaboratively with the marketing teams to assist in developing a campaign, demand generation, website content, and other marketing activities.
• Cross-functional champion: Collaborate with product management to understand our product vision and upcoming features, using your expertise on the market and customers to effectively communicate externally and shape our product's future.
• Represent Five9 at events, webinars, and other customer-facing activities.

Senior Product Marketing Manager – Voice & Digital Engagement

• Craft strategic messaging that differentiates us from competitors and targets contact center leaders.
• Define and manage go-to-market strategies for our products, including messaging, positioning, launch planning, customer stories, and sales enablement.
• Partner with customer-facing teams to create impactful narratives, content, collateral, and training to drive acquisition, conversion, and expansion.
• Conduct research to understand rivals' strengths, weaknesses, and opportunities.
• Develop sales and customer-facing content, including videos, webinars, and product assets that effectively convey core messages.
• Assist in developing marketing campaigns, demand generation, website content, and other marketing activities.
• Collaborate with product management to understand our product vision and upcoming features, using your expertise on the market and customers.
• Represent Five9 at events, webinars, and other customer-facing activities.

Senior Product Marketing Manager – Campaign Management, Outbound

Product Manager

• Define and drive the end-to-end product vision and strategy for Five9's Workforce Engagement portfolio — encompassing AI-driven Quality Management and Workforce Management — aligning with company objectives and market opportunities.
• Own the product roadmap across QM and WFM, balancing innovation with customer needs, competitive positioning, and technical feasibility.
• Serve as the internal and external thought leader on WEM, agentic AI applications in quality management, and intelligent workforce optimization, representing Five9 at industry events and with key customers.
• Conduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, workforce planning, and contact center optimization technologies.
• Partner cross-functionally with engineering, design, data science, and GTM teams to translate strategy into innovative QM and WFM capabilities.
• Design and oversee the development of AI-driven Quality Management capabilities, including autonomous AI agents that perform interaction evaluation, pattern recognition, root cause analysis, coaching recommendations, and continuous improvement.
• Design and oversee the development of core WFM capabilities including workforce forecasting, multi-skill scheduling, intraday management, real-time adherence, and performance analytics.
• Define detailed product requirements for complex agentic and WFM systems, including agent planning, tool use, decision-making logic, learning mechanisms, and scheduling optimization engines — drawing on firsthand experience building or significantly evolving these platforms.
• Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance, WFM adoption, and overall workforce engagement outcomes.
• Balance high-level strategic thinking with tactical execution, diving deep into technical and operational details when needed.
• Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated WEM capabilities across both QM and WFM.
• Partner closely with customers, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes.
• Lead beta programs and customer pilots across QM and WFM, managing feedback loops and iterating rapidly based on real-world usage.
• Build business cases and ROI models that demonstrate the value of Five9's integrated workforce engagement solutions.
• Champion best practices in WEM product development across the organization, including responsible AI principles, agentic AI evaluation frameworks, and user-centered design.
• Foster a culture of innovation, experimentation, and continuous learning within the product organization.
• Mentor and influence associate product managers and cross-functional peers, elevating the team's capabilities in AI/ML, quality management, and workforce management domain knowledge.

Product Management Director – Workforce Engagement

Program Manager

• Standardize and implement project management tools, processes, and operating rhythms to enhance consistency and clarity.
• Establish repeatable communication strategy frameworks for stakeholders that provide transparency on project health, progress, risks, and outcomes.
• Develop and implement sophisticated KPI frameworks that measure execution quality, delivery performance, value realization, and business impact.
• Manage project and program management capacity planning, resource allocation strategy, and prioritization across the entire BT portfolio.
• Define end-to-end delivery standards, including stakeholder alignment, scope definition, planning discipline, technical feasibility validation, resource planning, budgeting, milestone tracking, and timeline management.
• Serve as an escalation point for PMO team members to proactively manage risks, dependencies, and blockers.
• Partner with senior BT leadership to drive continuous improvement across the delivery lifecycle.
• Deliver proactive, concise, and strategic insights into overall portfolio health, risks, trade-offs, and cross-functional dependencies.

Director, Program Management

Artificial Intelligence

• Partner with direct and indirect sales teams to acquire new Five9 customers and increase Five9 footprint within the install base
• Drive and engage prospect facing solution discovery, with a focus on integrating Five9 technology into an organization’s existing infrastructure
• Translate customer business needs/outcomes to technical solutions
• Provide subject matter expertise to Five9 Sales Directors and Solution Consultants
• Educate, enable, and empower Five9 direct and indirect sellers
• Deliver customized solution demonstrations & presentations
• Remain up to date on the latest technologies with respect to all things Contact Center and CX AI
• Answer prospect/customer-initiated Requests for Proposal (RFP) and Requests for Information (RFI)
• Effectively communicate opportunity engagement plans, progress, and status to both internal and customer organizations
• Continually seek out opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
• Develop materials in-line with specific sales and/or services opportunity requirements
• Work with Professional Services to align on configuration of products for customers and ensure a seamless pre to post sales transition
• Identify and initiate opportunities for continual team process improvement while working with cross team internal stakeholders
• Work with Marketing and Product Managers to define new products & initiatives and provide insight from the field back to these groups
• Must be able to travel nationally on short notice, up to 60% at times, providing on-site consulting work to clients in addition to working remotely from your home office

Enterprise Solution Consultant – AI Agents SME

Consultant

• Support the sales team, RFP team, and operations team as the key technical advisor and SME for the Five9 contact center.
• Support the sales team in helping prospects and partners understand what is possible on the Five9 platform.
• Understand business requirements and communicate the value of solving business problems using cloud technology through charismatic demos of the Five9 CCaaS product suite.
• Assist with delivering proof of concept (POCs/Trials) to prospects, collaborating with other sales engineering and product management team members as needed.
• Prepare specification documents to pass implementation details on to Professional Services team.
• Create content to show partners or train new team members how to implement specific requirements or best practices for building and deploying applications and solutions on the company.
• Clearly distill and communicate customer needs and product feedback to Product Management, Engineering, Marketing, and Sales.

Associate Solution Consultant

Sales

• Lead the end‑to‑end commission process for hundreds of quota‑carrying reps, ensuring accurate and timely payouts.
• Manage a small team, providing coaching, workload prioritization, and performance guidance.
• Act as the primary escalation point for commission disputes, complex calculations, and off‑cycle adjustments.
• Partner closely with Sales Operations, Deal Desk, Payroll, and HR to ensure alignment on compensation plans, bookings, and employee data.
• Serve as the system owner for the Company ICM, including plan configuration, calculation logic, hierarchies, crediting rules, and rate tables.
• Design, maintain, and enhance commission models to support evolving compensation plans, new sales roles, SPIFFs, and business initiatives.
• Perform and oversee calculation validation, tie‑outs, and variance analysis prior to payout approval.
• Ensure scalability and auditability of models as the sales organization grows and plan complexity increases.

Manager, Sales Commissions – Contractor

Marketing

• Plan and execute end-to-end international campaigns across email, nurture, webinars, blogs, social, events and syndication.
• Manage timelines, stakeholders and delivery across multiple regions.
• Track performance and optimise for pipeline impact.
• Adapt global campaigns for EMEA, LATAM and Canada.
• Ensure messaging reflects local language, cultural nuance, regulatory needs and market priorities.
• Manage translation and regional review workflows where required.
• Own webinar strategy and execution from topic development to follow-up.
• Drive registration, attendance and post-event meeting conversion.
• Build segmented email campaigns and multi-step nurture journeys.
• Continuously test and optimise for engagement and conversion.
• Manage 3rd-party syndication vendors and targeting criteria.
• Monitor CPL, lead quality and downstream conversion.
• Create campaign messaging and assets including emails, landing pages, outreach copy and toolkits.
• Lead blog production aligned to campaign themes.
• Drive social amplification to increase engagement and registrations.
• Promote owned and 3rd-party events with measurable outcomes.
• Extend campaigns through partners using scalable Campaign in a Box toolkits.
• Support ABM outreach creation for priority accounts.
• Align tightly with LDR/BDR teams to ensure strong follow-up, speed-to-lead and meeting conversion.
• Maintain closed-loop reporting to improve performance.

Marketing Programs Manager – Maternity Cover

Project Manager

• Coordinate and manage WEM implementation projects from initiation through completion.
• Partner with customers, consultants, trainers, and internal stakeholders to ensure projects remain on track, within scope, and aligned to customer expectations.
• Manage timelines, milestones, dependencies, risks, and action items throughout the project lifecycle.
• Facilitate effective communication between cross-functional teams and customers.
• Support customer escalations and help drive timely resolution paths.
• Ensure smooth project handoff processes between Sales, Project Management, Consulting, Training, and Support teams.
• Maintain project documentation, status updates, and delivery tracking within PSA, Monday.com, and other internal systems.
• Drive continuous improvement initiatives focused on delivery efficiency, forecasting accuracy, documentation quality, and operational consistency.
• Identify opportunities to improve resource allocation visibility, project tracking, utilization reporting, and delivery workflows.
• Assist with operational reporting, forecasting analysis, and delivery metrics tracking.
• Support the development and maintenance of scalable operational processes, templates, and best practices.
• Partner with leadership to improve forecasting discipline, delivery governance, and project execution standards.
• Analyze trends, operational gaps, and recurring challenges to recommend process improvements and scalable solutions.
• Help improve training audit processes, documentation standards, and internal operational readiness.
• Contribute to strategic initiatives focused on accelerating implementations and improving customer experience outcomes.
• Support story-driven and customer-centric delivery approaches across consulting services.

Workforce Engagement Management Project Manager

Engineer

• Process platform software provisioning requests for customer facing services, allocating telecom resources and features (CNAM, Vanity lookup, SIP Trunk) in accordance with internal procedures and SLAs;
• Manage orders of Local DID, International DID and Toll Free for customers through various carriers’ portals;
• Interact with carriers in order to troubleshoot routing issues with phone numbers;
• Work closely with Operations teams to deliver the complex customers’ features and requests
• Collaborate with Sales, Professional Services, Sales Operations teams to process customer related requests;
• Follow up on pending cases and escalations;
• Collaborate internally and with other teams to ensure efficient workflows, processes, and resource support;
• Monitor for status updates, update corresponding tickets
• Provide updates to customers and internal teams
• Ensure exceptional customer service to both internal and external customers