Five9
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Role Overview At Five9, we are looking for a seasoned, client-facing software delivery leader who thrives on solving complex challenges and is passionate about delivering an exceptional customer experience. This is primarily a hybrid position but may require local onsite work at the client location. As a Project Manager , you will be responsible for overseeing and ensuring the successful deployment of Five9's CCaaS platform. You are not just a coordinator—you are the strategic driver of the implementation. You will lead a team of 2–4 implementation engineers through the full software deployment lifecycle, with a heavy focus on business logic configuration, CRM integrations, and workflow design. You will communicate project progress and status internally and externally to multiple levels of the organizations, including C-level stakeholders. Key Responsibilities Lead and manage all day-to-day operational and tactical aspects for multiple implementation projects with a focus on time, scope, and budget. Translate complex customer business requirements into detailed project plans, workstreams, and software configuration strategies. Effectively communicate plans, progress, and status updates to both internal staff and customer stakeholders, ensuring there are no surprises. Collaborate with associated project managers and partners to ensure a streamlined implementation. Proactively own and manage the project RAID log (Risks, Assumptions, Issues, Dependencies), implementing rigorous 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. Key Qualifications 7+ years of client-facing Project Management experience, with a proven track record of leading multiple enterprise-scale software or SaaS deployments simultaneously. (Experience as a Project Coordinator, an internal IT PM, or a hardware/network-focused PM is not sufficient.) Proven experience managing the deployment of modern CCaaS platforms (e.g., Five9, Genesys, NICE CXone) OR adjacent enterprise customer-experience software (e.g., Salesforce Service Cloud, Zendesk, Twilio CPaaS, or complex Conversational AI/IVA platforms) is required. Demonstrable experience managing projects with a "software-first" mindset, focusing on application-level business logic, API integrations, and user workflow design, not just underlying network/telecom infrastructure. BA/BS or equivalent experience is required. PMP® or equivalent certification is strongly preferred.
Impeccable client-facing communication and active listening skills are non-negotiable. Must have experience leading discovery workshops, managing demanding US-based stakeholders, and confidently handling scope-creep discussions. Must be an expert at translating complex technical issues into simple, business-focused language for non-technical executives. Must be a natural leader who can command the respect of a technical engineering team while holding them accountable for delivery, not just coordinating their tasks. Strong knowledge of CCaaS, CRM, WFM, Dialer, ACD, and CTI practices. Understanding of modern cloud architecture (APIs, WebRTC) over legacy VoIP/PBX is critical. Must be a strategic thinker who can quickly grasp the "big picture" of the client's business goals and align the project delivery accordingly. Must demonstrate a powerful sense of accountability and ownership, with a proven ability to take proactive action and drive projects forward with minimal oversight. Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer. View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal . Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.