Full-Time

Workforce Optimization Project Manager

Posted on 9/6/2024

Five9

Five9

1,001-5,000 employees

Cloud-based contact center solutions provider

Consumer Software
Enterprise Software

Compensation Overview

$90.9k - $141.8kAnnually

+ Annual Performance Bonus + Stock + Incentive Compensation

Junior, Mid

San Ramon, CA, USA + 1 more

More locations: Remote in USA

Fully remote for candidates outside 50 miles of San Ramon; hybrid for those within 50 miles, requiring 3 days a week in-office.

Category
Project Management
Business & Strategy
Required Skills
Sales
Communications
Management
Requirements
  • Experience implementing WFO and or Contact Center solutions with the Verint WFO toolset.
  • 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.
  • Four years of experience, with a minimum of 2 years in a Project Management position in WFO and or Technical Services organization.
  • 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.
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 discussion 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 interacting effectively at all levels of the client organization.

Five9 provides cloud-based contact center solutions that help businesses manage customer interactions effectively. Its main products include tools for advanced call routing, predictive dialing, and Interactive Voice Response (IVR) self-service, which streamline both inbound and outbound communications. Unlike many competitors, Five9 operates on a subscription model, allowing clients to pay monthly or annually without long-term contracts, making it a flexible option for businesses of all sizes. The company's goal is to enhance customer service operations while ensuring high standards of security and reliability in its services.

Company Stage

IPO

Total Funding

$69.6M

Headquarters

San Ramon, California

Founded

2001

Growth & Insights
Headcount

6 month growth

1%

1 year growth

1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Integration with Microsoft Teams enhances Five9's appeal to enterprise clients using Microsoft products.
  • Winning the 2024 Aragon Research Innovation Award highlights Five9's leadership in AI solutions.
  • Being named a top IT workplace in 2025 helps attract top tech talent.

What critics are saying

  • Class action lawsuit for securities fraud may damage Five9's reputation and investor confidence.
  • Increased competition from partners like outboundIQ could reduce Five9's market share.
  • Integration with Microsoft Teams may face technical challenges affecting its success.

What makes Five9 unique

  • Five9 offers advanced call routing and predictive dialing for efficient communication management.
  • The company provides a subscription-based model with no long-term contracts, enhancing flexibility.
  • Five9's global presence, including Southeast Asia, strengthens its market position.

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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

INACTIVE