Project Manager - Professional Services
About the job
- A minimum of 3 years of experience in an implementation (Professional Services), project management, or technical consulting position; call center industry experience is highly desired.
- Experience managing multiple projects across multiple customers simultaneously with little or no oversight or direction.
- Knowledge of creating project charters, weekly status reports, and other detailed documentation.
- A strong combination of project management skills, call center expertise, and vendor management.
- Ability to operate and perform duties with minimal supervision.
- Excellent verbal and written skills.
- A BA/BS degree or equivalent experience is required.
- Experience managing multiple projects across multiple customers simultaneously.
- A combination of project management skills and client development.
- Knowledge of call center and software-as-a-solution concepts.
- A strong combination of project management skills, technical call center expertise, and client development.
- Expertise in developing and maintaining productive client relationships, communication, and understanding client needs.
- Ability to build collaborative relationships with supervisors and peers, delegate responsibilities, provide constructive feedback and praise, and educate others.
- Ability to think strategically, understand the big picture, solve complex problems quickly, and manage time and organization effectively.
- Lead and manage day-to-day operational and tactical aspects of multiple implementation projects.
- Create project plans.
- Elicit and define customer requirements.
- Communicate plans, progress, and status updates to internal staff and customer stakeholders.
- Collaborate with project managers and partners to streamline product implementation.
- Seek opportunities to increase customer satisfaction through vendor relationships and available tools.
- Maintain and update internal applications associated with implementation projects.
- Identify project risks and implement appropriate mitigation plans.
- Interact effectively at all levels of client and vendor organizations.
- Seek opportunities to increase customer satisfaction and deepen client relationships.
- Present, demonstrate, and discuss Five9 Professional Services with customers.
- Learn and apply Five9 and Professional Services values to projects and process improvement initiatives.
- Handle and de-escalate client and sales escalations with minimal assistance from the supervisor.
- Develop and maintain positive and productive relationships with clients and vendors.
- Experience managing implementations of Five9, TDM, or VoIP call center solutions, including Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence, or CosmoCom.
- Knowledge of CRM and lead management solutions, including Salesforce, Siebel, NetSuite, RightNow, Leads360, or LeadMailbox.
- Knowledge of SaaS, networking, internet concepts, CRM, WFM, PBX, dialer, ACD, CTI, VoIP, IVR/VRU, and call center practices; WFO application experience is a plus.
About the company
Cloud-based contact center software helps businesses manage customer interactions with tools for inbound and outbound calls, including call routing, predictive dialing, IVR self-service, and analytics. The platform is accessed via a web-based suite delivered as a subscription, scalable and globally deployable with strong security. It differentiates itself with a broad feature set in the cloud, enterprise-grade security, and training via Five9 University. The goal is to help organizations improve customer service operations and efficiency by handling all interactions across channels.
Company Size
1,001-5,000
Company Stage
IPO
Headquarters
San Ramon, California
Founded
2001
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Simplify's Take
What believers are saying
- Q2 2026 revenue rose 10% to $312.4 million, with subscription growth accelerating.
- AI revenue jumped 78% in Q2 2026, and management lifted full-year AI guidance.
- Five9 closed a roughly $100 million Google Marketplace customer win and joined S&P SmallCap 600.
What critics are saying
- Five9 securities litigation survived dismissal February 23, 2026 and enters discovery.
- Regal and OpenMethods integrations show partners can capture Five9 customers without replacing telephony.
- Salesforce, ServiceNow, and Google Marketplace can commoditize Five9’s interface, shrinking pricing power by 2027.
What makes Five9 unique
- Five9 Fusion links Salesforce, ServiceNow, Epic, and third-party voice AI through one platform.
- Voice AI Agents launched June 23, 2026, adding agentic self-service and warm handoffs.
- Five9 serves 3,500 enterprises across 140+ countries, with 107% subscription retention.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Retirement Plan
401(k) Company Match
Mental Health Support
Paid Vacation
Paid Sick Leave
Parental Leave
Employee Stock Purchase Plan
Employee Discounts
Growth & Insights and Company News
6 month growth
0%1 year growth
0%2 year growth
2%Cisne, an AI-native workforce management platform, has joined the Five9 CX Marketplace as an accredited independent software vendor partner. The integration is available globally. It pulls live queue and interaction data from Five9's Intelligent CX Platform to adjust staffing as conditions change. Cisne says traditional interval forecasting breaks down as AI voice agents handle simple calls and pass harder cases to human staff. The tool models variable bot containment rates and longer handle times on escalated calls. It recommends schedule changes when live volume departs from forecasts, and it combines outsourced, remote, and automated labour in one roster view. "Traditional workforce management assumes that tomorrow will look enough like yesterday to plan it in fixed intervals," said Natalie Perez, chief executive officer of Cisne AI. Cisne is based in Coral Springs, Florida.
NovelVox achieves Five9 Select ISV Partner status to accelerate CX transformation in banking, credit unions, and healthcare. Oct 07, 2026, 09:00 ET Industry-ready integrations with Jack Henry, Fiserv, FIS, Corelation KeyStone, Oracle Health, and other core platforms help Five9 customers connect agent and AI-powered customer experiences with critical systems of record ROSWELL, Ga., Oct. 7, 2026 /PRNewswire/ - NovelVox, the execution layer for AI and unified agent experiences in regulated industries, today announced that it has achieved Select ISV Partner status with Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform. The elevated designation builds on NovelVox's existing Accreditation as a Five9 ISV partner and establishes a formal reseller relationship between the two companies, enabling a direct offer of NovelVox's Agent Accelerator solutions for banking, credit unions, and healthcare verticals, along with its Contact Center Integration Platform (CCIP), to joint customers. The milestone gives Five9 customers a streamlined, validated path to connect the Five9 Intelligent CX Platform with the core systems and workflows that power their industry operations. For Five9 customers, NovelVox brings ready integrations with platforms, including Jack Henry, Fiserv, FIS, Corelation KeyStone, and Oracle Health. These integrations make it easier to connect the contact center with systems of record and accelerate the deployment of industry-specific customer service, sales, and self-service workflows. For agents, NovelVox Agent Accelerator connects the Five9 experience directly into core systems of record, bringing customer, member, patient, and interaction context into a single view. Instead of switching between multiple applications to find information or complete routine actions, agents can execute workflows directly from a single view, improving productivity and creating more seamless customer interactions. NovelVox CCIP extends that same connectivity beyond the agent desktop into IVR, AI, and self-service experiences. Rather than simply answering questions, organizations can enable governed actions such as retrieving information, validating customer details, supporting transactions, and completing service workflows. The result is greater continuity across the customer journey. When an interaction moves from self-service to a live agent, the captured context moves with it, so customers don't repeat themselves and agents start with a clearer picture of what's already happened. "The next phase of customer experience is not simply about adding AI to the contact center - it is about connecting both AI and human interactions with the systems where customer work actually gets done," said Amit Gandhi, CEO of NovelVox. "Together, Five9 and NovelVox can help banking, credit union, and healthcare organizations bring that execution layer into their customer journeys. With industry-ready integrations and unified workflows, organizations can move faster while delivering more connected experiences across both agents and self-service." "Five9 gives banking, credit union, and healthcare organizations an AI-powered platform built for the contact center, and NovelVox brings the industry-ready integrations that connect it to the core systems where customer work actually happens," said Meg Higgins, SVP of Business Development at Five9. "That combination is especially powerful for regulated industries, where NovelVox's integrations with core banking and healthcare systems help agents resolve requests faster, reduce compliance risk, and give customers a more connected experience across both live and self-service channels." About NovelVox NovelVox is the execution layer for AI and unified agent experiences, helping enterprises connect customer interactions with the systems, workflows, and actions required to complete them. With more than 17 years of experience, 250+ customers, and 1,000+ installations, NovelVox supports organizations across healthcare, financial services, insurance, automotive, and other workflow-intensive industries through solutions designed to improve agent productivity, enable governed AI execution, and deliver connected customer experiences. SOURCE NovelVox
SoundHound AI (NASDAQ: SOUN) pushes deeper into banking as competition from NICE and Five9 heats up. SoundHound AI (NASDAQ: SOUN) is building momentum in banking and financial services as enterprises seek to automate customer interactions without sacrificing service quality. In the second quarter of 2026, the company renewed or expanded contracts with two of the top seven global banking institutions and one of the largest global insurers. Management also cited growing demand from regional banks and credit unions looking to scale customer service operations and extend their operating hours beyond traditional limits. A top-tier regional credit union recently deployed SoundHound's automated AI agents while maintaining existing service standards and containment rates. Financial services represent a particularly meaningful opportunity because the sector demands stronger controls than most consumer-facing markets, requiring security, traceability and consistent oversight. SoundHound says its platform combines built-in guardrails with rigorous agent evaluation, positioning it as a viable option for mission-critical banking workflows where reliability is non-negotiable. The company's acquisition of LivePerson further reinforces this strategy, integrating enterprise digital messaging infrastructure to offer a unified platform spanning voice, web, mobile, SMS and social channels. The combined entity gains access to a customer base that includes 25 Fortune 100 companies, opening significant cross-selling opportunities across large enterprises in regulated industries. Second-quarter revenues rose 45% year over year to $61.9 million, though adjusted EBITDA remained a loss of $9.6 million, underscoring the profitability challenge that still faces the business. SoundHound's shares have declined 38.6% year to date, underperforming the broader industry, while the stock currently trades at a forward price-to-sales multiple of 10.32, slightly below the industry average. The Zacks Consensus Estimate for SoundHound's 2026 and 2027 loss per share has narrowed over the past 60 days to 18 cents and 13 cents respectively, though the 2026 figure remains wider than the prior year's loss of 13 cents per share. SoundHound faces direct competition from NICE Ltd. (NASDAQ: NICE), whose CXone platform combines AI-driven self-service, workflow automation and agent assistance tailored to banks, insurers and wealth-management firms. Five9 (NASDAQ: FIVN) similarly targets financial institutions with cloud-based contact-center solutions that emphasize controlled dialogue flows for highly regulated industries, helping enterprises maintain compliant customer communications. Five9's expanding Voice AI Agents platform supports complex, multi-step workflows, while both Five9 and NICE are well-positioned to intensify competitive pressure as SoundHound pursues deeper penetration in regulated markets. Sustained adoption across banking and financial services could meaningfully broaden SoundHound's enterprise revenue mix, but proof of secure, compliant deployment at scale will remain the critical test ahead. SOUN currently carries a Zacks Rank of 2, classified as a Buy rating.
Andy Dignan, President of Five9, sold 6,986 shares at $35.00 per share on 17 September 2026, totalling $244,510, according to an SEC filing. The sale was executed under a Rule 10b5-1 trading plan adopted over a year earlier in September 2025. Following the transaction, Dignan retains direct ownership of 237,614 shares, representing a 0.31% stake in the company valued at approximately $8.8 million. At the time of sale, Five9 had delivered a 33% one-year total return. Five9 provides cloud-based contact centre software with a market capitalisation of $2.6 billion and trailing-12-month revenue of $1.2 billion. The company's revenue grew 9% year over year, whilst operating margin improved to 4.7% from 2.5% the previous year.
Andy Dignan, president of Five9, sold 17,767 shares of the cloud-based contact centre software provider for $622,400 on 28 August. The transaction was executed under a Rule 10b5-1 plan established nearly a year earlier on 2 September 2025. Following the sale, Dignan retains 257,920 shares valued at $8.8 million based on the 28 August market close. The shares were sold at a weighted average price of $35.03. Five9's stock was priced at $34.56 as of 31 August, following a 28% total return over the preceding 12 months. The company, which provides cloud contact centre solutions on a subscription basis, has a market capitalisation of $2.2 billion and generated $1.2 billion in trailing twelve-month revenue. Total insider ownership at Five9 stands at 0.3%.