WFO Project Manager

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.

WFO Project Manager

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant, and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

To complement our rapid growth, we are actively looking for a talented and experienced Workforce Optimization (WFO) Project Manager to join our Professional Services team. In this role, you will be responsible for delivery and Project Management related to Five9’s WFO solutions, implementation, and deployment of technical and business solutions to clients. The ideal candidate will have in-depth experience managing WFO Projects within Verint, NICE, and or other related WFO solutions. He/she will lead and manage all aspects of Five9’s WFO products based on best practices and customer requirements. He/she will enable our customers to attain optimal results from Five9 WFO products by managing their expectations to deliver customer-defined results.

Responsibilities:

Manage the strategic and day-to-day operational and tactical aspects of multiple customers facing WFO and associated projects.

Effectively communicate plans, progress, and status/updates to both internal staff and customer stakeholders.

Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussions with customers and prospects.

Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs.

Mitigate project risk by proactively recognizing and communicating challenges, managing changes, and providing contingency plans that enable customer success.

Continually seek opportunities to increase customer satisfaction and deepen client relationships by effectively interacting with all levels of the client organization.

Qualifications:

Experience implementing WFO and or Contact Center solutions with products such as Verint, NICE, Pipkins, and VO.

Solid technical knowledge and or hands-on experience with SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices.

4 years of experience, with a minimum of 2 years in a Project Management position in WFO and or Technical Services organization.

Working knowledge of project management processes and methodologies such as Agile, Waterfall, and Scrum

Ensure project artifacts such as user stories, acceptance criteria, and test cases are properly documented.

Excellent written and verbal skills.

BA/BS or equivalent experience.

Strong combination of project management and technical call center skills along with excellent customer communication skills.

Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.

Self-starter possessing excellent time management skills and be able to manage multiple implementation and sales activities simultaneously.

Company Benefits:

Company stocks

Annual merit increase based on performance

15% night shift differential pay

Paid Leave with Cash Conversion

HMO with free dependents

Retirement Plan

Life Insurance

While on work from home setup: Internet and meal allowance are provided

Employee Assistance Program for mental and social well-being

Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

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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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.