01Overview
Note: The job is a remote job and is open to candidates in USA. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. They are seeking a Product Management Director - Workforce Engagement to lead the future of intelligent workforce engagement, shaping the strategy and execution of their Workforce Engagement Management portfolio, which includes AI-driven Quality Management and Workforce Management. This role involves defining product vision, collaborating with cross-functional teams, and driving product development to optimize contact center operations.ResponsibilitiesDefine 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 opportunitiesOwn the product roadmap across QM and WFM, balancing innovation with customer needs, competitive positioning, and technical feasibilityServe 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 customersConduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, workforce planning, and contact center optimization technologiesPartner cross-functionally with engineering, design, data science, and GTM teams to translate strategy into innovative QM and WFM capabilitiesDesign 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 improvementDesign and oversee the development of core WFM capabilities including workforce forecasting, multi-skill scheduling, intraday management, real-time adherence, and performance analyticsDefine 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 platformsDrive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance, WFM adoption, and overall workforce engagement outcomesBalance high-level strategic thinking with tactical execution, diving deep into technical and operational details when neededDevelop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated WEM capabilities across both QM and WFMPartner closely with customers, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomesLead beta programs and customer pilots across QM and WFM, managing feedback loops and iterating rapidly based on real-world usageBuild business cases and ROI models that demonstrate the value of Five9's integrated workforce engagement solutionsChampion best practices in WEM product development across the organization, including responsible AI principles, agentic AI evaluation frameworks, and user-centered designFoster a culture of innovation, experimentation, and continuous learning within the product organizationMentor and influence associate product managers and cross-functional peers, elevating the team's capabilities in AI/ML, quality management, and workforce management domain knowledgeSkillsBachelor's degree in Computer Science, Engineering, Business, or related field; MBA or advanced degree is a strong plus9+ years of experience in B2B SaaS product management, with significant focus on Workforce Engagement Management, Quality Management, or Workforce Management productsHands-on experience designing and building WFM solutions, including core capabilities such as forecasting, scheduling, intraday management, and real-time adherenceHands-on experience designing and building AI-driven QM solutions, including automated interaction evaluation, scoring, and coaching workflowsWorking knowledge of agentic AI architectures, including autonomous agents with planning, reasoning, tool use, and learning capabilities, with demonstrated experience applying these in a product contextDeep understanding of contact center operations, the workforce planning lifecycle, and quality assurance frameworks from long-term capacity planning through real-time floor management and interaction evaluationProven track record of successfully launching and scaling WEM, WFM, or QM products from conception through growthExceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situationsStrong business acumen with experience in product positioning, pricing, and go-to-market strategyOutstanding communication skills, able to influence senior stakeholders and translate complex operational and Note: The
