Lead and manage all day-to-day operational and tactical aspects for multiple Implementation projects with a focus on time, scope, and budget.
Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
Identify project risks and implement appropriate mitigation plans.
Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
Maintain and update all internal applications associated with implementation projects.
Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers.

Requirements

5+ years as a Program Manager, Scrum Master, or Technical Consultant.
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.
Contact Center Industry experience highly preferred.
Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired.
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.
One or more of the following certifications is preferred; PMP, PRINCE2, Agile or Kanban related certifications.

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.
Short & Long-Term Disability.
Basic Life Insurance.
401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Program ManagementScrum MasterTechnical ConsultingProject ManagementArtificial IntelligenceVoIP Call Center SolutionsSaaS CRM SolutionsImplementation ManagementRisk ManagementCustomer Satisfaction

Soft Skills

CommunicationCollaborationInterpersonal SkillsLeadershipOrganizational SkillsClient Relationship ManagementProblem SolvingPresentation SkillsStatus ReportingMitigation Planning

Certifications

PMPPRINCE2Agile CertificationKanban Certification