Principal Product Manager, Conversational AI

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.

We are seeking a Principal Product Manager to join our growing Intelligent Virtual Agents (IVA) product management team, and to spearhead our AI innovations, focusing on enhancing self-service automation experiences. This role is pivotal in shaping the strategy and execution of our AI products, positioning Five9 as a leader in leveraging AI for transformative customer experiences.

Five9 is in search of a dynamic and highly skilled senior individual, possessing an exceptional blend of interpersonal and technical competencies. The ideal candidate will showcase proven expertise in AI-powered conversational self-service solutions, will demonstrate a deep understanding of the technology and competitive landscape. Proven familiarity with AI concepts, including NLU, and ML, LLM and RAG (retrieval augmented generation) is crucial as well as data reporting and analytics.

This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

Key Responsibilities:

• Define and implement the product strategy for Five9 Intelligent Virtual Agents to align with the company's overall vision and goals. Support IVAs in their evolution to replace traditional IVRs, deliver next-level self-service performance Analytics and reporting and accelerate their transition towards LLM-powered bots
• Conduct competitive analysis, become the reference for intelligence of the competition'srelated offerings
• Collaborate with cross-functional teams, including engineering, design, and go-to-market (GTM) to translate product strategy into detailed requirements, prioritizing features and functionalities. Develop product positioning,packaging,and pricing strategies.
• Work with customers, ISVs and partners, leveraging their feedback to refine products and influence positive outcomes.
• Embrace a hands-on approach, capable of navigating from high-level strategic vision to detailed execution.
  
  

Requirements:

• Bachelor's degree in computer science, engineering; an MBA or similar is a plus.
• A minimum of 9 years of experience in SaaS software product management.
• Ability to demonstrate a deep understanding of the Conversational AI (Voice/Chatbot) landscape and LLM technology, ecosystem and evolution
• Proven affinity for inserting user experience first in the product design approach
• Proven track record of developing and executing successful product launches.
• Strong analytical, problem-solving, and decision-making skills.
• Experience managing beta programs, user feedback, and conducting A/B testing.
• Excellent collaboration skills, with the ability to motivate and guide a product development team, work effectively across functions and lead through influence in a global team environment.
  
  

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.

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