Full-Time
Product Management Director
Workforce Engagement
Five9
1,001-5,000 employees
Cloud-based contact center software provider
Compensation Overview
$135k - $398.2k/yr
Remote in USA
Remote
Hybrid option for local candidates (within 30 miles); 3 in-office days per week.
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- Bachelor's degree in Computer Science, Engineering, Business, or related field.
- MBA or advanced degree is a strong plus
- 9+ years of experience in B2B SaaS product management, with significant focus on Workforce Engagement Management, Quality Management, or Workforce Management products.
- Hands-on experience designing and building WFM solutions, including core capabilities such as forecasting, scheduling, intraday management, and real-time adherence.
- Hands-on experience designing and building AI-driven QM solutions, including automated interaction evaluation, scoring, and coaching workflows.
- Working knowledge of agentic AI architectures, including autonomous agents with planning, reasoning, tool use, and learning capabilities, with demonstrated experience applying these in a product context.
- Deep 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 evaluation.
- Proven track record of successfully launching and scaling WEM, WFM, or QM products from conception through growth.
- Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations.
- Strong business acumen with experience in product positioning, pricing, and go-to-market strategy.
- Outstanding communication skills, able to influence senior stakeholders and translate complex operational and technical concepts for diverse audiences.
- Experience leading through influence in matrixed, global organizations with distributed teams.
- Track record of managing beta programs, running experiments, and leveraging customer feedback to drive product iterations.
- Define 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 opportunities
- Own the product roadmap across QM and WFM, balancing innovation with customer needs, competitive positioning, and technical feasibility
- Serve 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 customers
- Conduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, workforce planning, and contact center optimization technologies
- Partner cross-functionally with engineering, design, data science, and GTM teams to translate strategy into innovative QM and WFM capabilities
- Design 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 improvement
- Design and oversee the development of core WFM capabilities including workforce forecasting, multi-skill scheduling, intraday management, real-time adherence, and performance analytics
- Define 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 platforms
- Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance, WFM adoption, and overall workforce engagement outcomes
- Balance high-level strategic thinking with tactical execution, diving deep into technical and operational details when needed
- Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated WEM capabilities across both QM and WFM
- Partner closely with customers, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
- Lead beta programs and customer pilots across QM and WFM, managing feedback loops and iterating rapidly based on real-world usage
- Build business cases and ROI models that demonstrate the value of Five9's integrated workforce engagement solutions
- Champion best practices in WEM product development across the organization, including responsible AI principles, agentic AI evaluation frameworks, and user-centered design
- Foster a culture of innovation, experimentation, and continuous learning within the product organization
- Mentor and influence associate product managers and cross-functional peers, elevating the team's capabilities in AI/ML, quality management, and workforce management domain knowledge
- Deep domain expertise in Workforce Engagement Management platforms (e.g., NICE, Verint, Aspect, Calabrio, Genesys) with a strong understanding of competitive dynamics across both QM and WFM
- Hands-on experience designing and building agentic AI platforms, including autonomous agents with planning, reasoning, and learning capabilities applied to quality management or workforce optimization use cases
- Experience with agentic AI design patterns such as ReAct, Chain-of-Thought, tool use, and multi-agent orchestration, and knowledge of LLM applications, prompt engineering, and RAG architectures
- Experience integrating AI and machine learning into WFM workflows, including AI-driven forecasting, automated scheduling optimization, and intelligent adherence management
- Experience with forward deployment models, working directly with customers during implementation, onboarding, and optimization phases to drive adoption and value realization
- Strong understanding of contact center quality frameworks (COPC, Six Sigma, Lean) and how QM and WFM intersect within broader workforce optimization strategies
- Knowledge of AI evaluation methodologies: quality scoring, hallucination detection, bias assessment, performance monitoring, and continuous improvement
- Familiarity with omnichannel contact center environments and the complexity of multi-skill, multi-channel workforce planning and quality evaluation
- Knowledge of cloud-based WEM architectures and modern API-driven integrations with ACD, CRM, and HR systems
- Background working in fast-paced, high-growth SaaS companies serving enterprise customers
- Previous experience managing products in global, distributed teams across multiple time zones
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
- AI revenue surged 68% year-over-year in Q1 2026, reaching $125M annual run rate.
- 65% of organizations now implement AI, with self-service automation a top priority at 42%.
- PODS expects Voice AI Agents to handle over 100,000 service calls by year-end 2026.
What critics are saying
- AWS Connect and NICE will undercut Five9 pricing by 15–25% in mid-market deals within 6–12 months.
- Competitors will replicate Hyro’s healthcare AI moat by Q1 2027, eroding $125M AI growth.
- Share price fell 26.73% over the past year, signaling weak investor confidence in AI monetization.
What makes Five9 unique
- Five9 uses a purpose-built Agentic Voice Switch for lowest-latency autonomous voice interactions.
- AI Agent Studio unifies building, testing, deploying, and monitoring Voice AI Agents with guardrails.
- Hyro partnership enables one-hour HIPAA-compliant healthcare AI integration for prescription and triage workflows.
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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
↑ 1%Five9, a cloud contact-centre software provider, has expanded its Fusion ecosystem with a new AI Agent Connect integration API, enabling enterprises to connect voice AI agents with third-party systems. The launch aims to orchestrate customer experience workflows across broader ecosystems, moving beyond isolated AI tools. The company reported fourth-quarter 2025 revenue of $300.3 million, up 8% year over year, with full-year revenue rising 10% to $1.149 billion. Enterprise AI revenue grew 50% year over year in the fourth quarter. Management expects double-digit revenue growth in the latter half of 2026, driven by backlog and AI adoption. Five9 provides cloud-based tools for managing customer interactions across voice, digital and workflow channels.
Five9 and Assembled expand partnership to tackle multi-agent workforce challenges. Five9 and Assembled have announced an expansion of their partnership, aimed at addressing the growing complexity of managing contact center workforces that now include a mix of human agents, AI-enabled workflows, and BPO partners. As part of the move, Assembled has been named a Five9 Select ISV Partner. Additionally, Five9 has become an authorized reseller of the Assembled workforce management (WFM) platform. The collaboration is designed to bring "agentic" workforce management capabilities directly into the Five9 Intelligent CX Platform, allowing enterprises to orchestrate their operations across multiple channels and agent types. The shift to agentic WFM. The partnership comes as contact center leaders grapple with a shifting labor landscape. While AI is increasingly handling routine customer interactions, data suggests that human headcount is not necessarily declining. According to Gartner, only 20% of customer service leaders report AI-driven headcount reduction, while 55% say staffing levels have remained flat. This creates a new challenge: planning for a workforce where human and AI agents must work in tandem. Traditional WFM tools, often built for static environments and single-channel staffing, frequently struggle to keep pace with the real-time requirements of modern, omnichannel operations. Ryan Wang, Co-founder and CEO of Assembled, said: "The contact center is moving into a multi-agent world, but most workforce management tools are still built for a much simpler one. Enterprises that can plan across human and AI capacity and manage their workforce intelligently are the ones that will actually deliver on the promise of AI. With Five9, more enterprises can now turn that complexity into a competitive edge." Reducing integration friction. A key focus of the expanded partnership is the technical depth of the integration. By embedding Assembled's WFM capabilities natively within the Five9 platform, the companies aim to eliminate the "point-solution sprawl" that often plagues enterprise tech stacks. The integration allows for real-time data flow between the two systems, facilitating more accurate forecasting and automated scheduling without the need for custom engineering. George Wilson, VP of Strategic Alliances at Five9, said: "Every conversation I'm having with customers comes back to the same thing. They want the power of AI without recreating the point-solution sprawl they just spent years cleaning up. That's why we're investing in partners like Assembled, who bring agentic workforce management into the Five9 Intelligent CX Platform, so our customers can orchestrate people, AI, and workflows." Evolving resource management. This partnership signals a broader maturation of the "AI-first" contact center. For years, the industry focused on the front-end capabilities of AI - chatbots and virtual assistants - often overlooking the back-end operational strain these tools create. Now, WFM is no longer a standalone administrative tool, but a core orchestration layer. As AI handles more volume, the remaining human interactions become more complex and critical, making precise, data-driven staffing the difference between a seamless customer experience and an operational bottleneck. Industry impact. The companies highlighted several joint customers who have already integrated the two platforms to streamline operations. DailyPay, an on-demand pay solution provider, reported a 65% reduction in scheduling time and improved SLA performance by 7% since adopting the combined solution. MTM, which manages over 2,000 agents across 100-plus skill queues for medical transportation, also reported significant efficiency gains. The partnership also simplifies the procurement process, allowing Five9 customers to purchase Assembled directly through Five9 with unified billing and streamlined contracting.
Five9 appoints Jay Lee as Chief Marketing and Growth Officer. Five9, Inc., provider of the Intelligent CX Platform, announced the appointment of Jay Lee as Chief Marketing and Growth Officer, effective April 6, 2026. This new role unites global marketing with revenue strategy and operations to create a more powerfully aligned go-to-market (GTM) engine for a more cohesive, insights-driven, and streamlined experience for customers and partners at every stage of their journey with Five9. Lee brings extensive experience driving business transformation, growth, and measurable financial outcomes across enterprise technology and payments industries. His appointment reflects Five9's continued investment in integrating marketing, operations, data, and analytics to accelerate innovation and deliver more personalized, intelligent customer experiences. "Jay's appointment comes at a defining moment for Five9 as we continue to accelerate our leadership in AI-powered customer experience," said Amit Mathradas, CEO, Five9. "His ability to connect sales and customer-facing teams with underlying data and analytics to influence how we market is exactly what companies need in this next era of CX. Jay brings a rare combination of strategic marketing vision, creativity, and operational rigor, with a deep understanding of how to translate customer insight into meaningful business outcomes. As we advance our CX vision, where human expertise and AI work seamlessly together, Jay will be instrumental in helping our customers unlock greater value from their customer experience investments." "I'm thrilled to join Five9 at such a pivotal moment," said Jay Lee, Chief Marketing and Growth Officer, Five9. "Customer experience, data, and commerce are converging faster than ever, and Five9 is uniquely positioned to lead that transformation. I look forward to working with the team to strengthen our brand further, deepen customer relationships, and drive measurable business impact through innovative, data-driven marketing and GTM strategies." Lee joins Five9 from Icertis, where he served as Chief Marketing Officer, leading a global marketing and sales development organization driving brand, demand generation, and GTM planning and execution. Prior to Icertis, he served as Chief Marketing Officer at Avalara, where he led global demand generation and communications strategies to support commercial growth across markets and customer segments. Earlier in his career, Lee held senior leadership roles across B2B and B2C organizations, including GE Capital, American Express, and PayPal. His background across consulting, finance, marketing, and enterprise technology has shaped a disciplined, data-first approach to go-to-market strategy, with deep expertise in revenue operations and execution. Lee is known for his collaborative leadership style, emphasizing idea generation, thoughtful problem-solving, and mentorship to help teams build durable, real-world skills across strategy, storytelling, and execution. He holds an MBA from Columbia University and a Bachelor of Science in Electrical Engineering from Cornell University.
Five9 President Andy Dignan sold 8,293 shares of common stock valued at approximately $147,000 in open-market transactions on 4 and 5 March, according to a SEC Form 4 filing. The sale represented 2.8% of his direct holdings, leaving him with 286,963 shares worth approximately $5.23 million. The transactions were conducted under a prearranged Rule 10b5-1 trading plan, combining mandatory tax withholding on restricted stock unit vesting and preplanned sales rather than discretionary selling. This follows a pattern of routine compensation-driven activity. Five9's share price has declined 49% over the past year. The cloud-based contact centre platform provider has a market capitalisation of $1.16 billion and generated $1.15 billion in trailing twelve-month revenue.
Five9, Inc. investor news: Rosen Law Firm announces investigation of breaches of fiduciary duties by the directors and officers of Five9, Inc. - FIVN. * Business Wire * 18 mins ago NEW YORK-(BUSINESS WIRE)-Mar 17, 2026- Rosen Law Firm, a global investor rights law firm, announces an investigation of potential breaches of fiduciary duties by the directors and officers of Five9, Inc. (NASDAQ: FIVN). Special editions.