We are seeking Principal Product Manager, Google Gemini Enterprise for Customer Experience (GECX) to lead seamless integration of Five9 contact center services with Google GECX that includes Agent Assist, Conversational Insights and Quality AI. In this pivotal role, you will shape the strategy and transformation beyond simple digital interactions and passive tools to AI agents that can execute complex, multi-step actions autonomously across every consumer touchpoint. 

As a principal-level product leader, you will drive innovation at the intersection of user experience, digital channels, and artificial intelligence. You'll position Five9 as the undisputed leader in intelligent customer experience. 

We're looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking and stakeholder influence. The ideal candidate brings a proven track record in user experiences, digital channels, AI/ML product management, and a passion for solving complex problems through AI.  

This position is based in our US offices with hybrid work arrangements. You will lead and collaborate with a global team spanning the United States, Portugal, and India. 

What You'll Do 

Strategic Leadership 

• Define and drive the end-to-end product vision and strategy for Five9's integration with Google GECX aligning with company objectives and market opportunities
• Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility
• Serve as the internal and external thought leader on Five9-Google GECX integration, representing Five9 at industry events and with key customers
• Conduct deep competitive and market analysis, identifying emerging trends in CX and autonomous agents 

Product Development & Execution 

• Define detailed product requirements for the integration with Google GECX effort across Five9’s core apps, UX, data reporting and various digital channels
• Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities
• Design and oversee the integration with Google’s AI agents that perform sophisticated customer experiences tasks including multi-step actions autonomously across every consumer touchpoint.
• Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed 

Go-to-Market & Business Impact 

• Partner closely and effectively with Google R&D and GTM teams on this strategic partnership
• Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated CX capabilities via Google GECX
• Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
• Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage
• Build business cases and ROI models that demonstrate the joint value of Five9 and Google GECX  

Team Development & Leadership 

• Mentor product managers and associate product managers, elevating the team's capabilities 
• Foster a culture of innovation, experimentation, and continuous learning within the product organization
• Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design 

What You Bring 

Required Qualifications 

• 8+ years of experience in B2B SaaS product management, with significant focus on user experience and AI/ML-powered products 
• Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus
• Proven track record of successfully launching and scaling Applied AI 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 technical concepts for diverse audiences
• Experience leading through influence in matrixed, global organizations with distributed teams
• Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations 

Preferred Qualifications 

• Deep domain expertise in Applied AI and autonomous agents, contact center quality assurance, or customer experience tech stacks
• 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 operations, quality frameworks (COPC, Six Sigma, Lean), and performance management best practices
• Technical proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns (ReAct, Chain-of-Thought, tool use, multi-agent orchestration)
• Experience with AI agent orchestration frameworks and platforms
• Background working in fast-paced, high-growth SaaS companies serving enterprise customers
• Previous experience managing products in global, distributed teams across multiple time zones 

Role Overview

We are seeking a passionate and experienced Lead Designer to own and evolve our Design System. This is a critical role that will shape the future of our products’ user experiences by creating a unified and scalable design language. You will be responsible for leading the design and maintenance of our design system, ensuring it empowers our product and engineering teams to build high-quality, consistent, and user-friendly experiences. We’re specifically looking to expand our library into AI components, motion interaction, and charting.

Key Responsibilities

• Design System Growth: Plan, scale, and monitor the design system, ensuring all components and guidelines are up-to-date and meet the needs of our product teams. This includes gathering requirements for component needs, writing up component specs, and accounting for as many use cases as possible
• Technical Expertise: You will manage our design system from the design side, with a focus on the technical aspects. You will collaborate closely with our design system engineers to ensure consistency and rapid adoption of the design system
• Compelling Design: Develop and produce visually compelling, user-focused design components that align with our business objectives. You will collaborate with our design system team to create inspiring brand-led digital communications
• Team Leadership & Mentorship: Lead, mentor, and inspire a team of designers to foster a culture of creativity, collaboration, and growth. You will review and guide the work of junior designers to ensure high creative standards
• Cross-Functional Collaboration: Work closely with product managers, engineers, and other stakeholders while actively participating in concept development and design iteration
• User Advocacy: Champion a user-centered design approach, ensuring that all design decisions are grounded in user research and best practices
• Innovation: Stay at the forefront of design trends, tools, and industry standards, and bring innovative ideas to the team. You'll have the opportunity to experiment with new technologies and creative workflows

Qualifications & Skills

• Experience: 8+ years of experience in product design, with a focus on design systems and design tokens
• An available online portfolio

Technical Skills

• At least 5 years of Figma experience, especially with Figma component libraries, variants, merging, branching, prototyping, and publishing
• At least 3 years of experience using Tokens Studio
• Experience with designing enterprise-grade design systems with whitelabelling and theming
• Understanding basic React, HTML, and CSS
• An understanding of web standards, accessibility (WCAG 2.2), and APCA

Leadership & Communication

• Proven ability to lead and mentor a team of designers
• Excellent communication and presentation skills, with the ability to articulate design decisions and build consensus
• Have a focused mindset for system scalability

Creative & Strategic Thinker

• A strong portfolio demonstrating your ability to create innovative and effective design solutions

Refiner & Detail-Oriented

• You should be a creative problem-solver with a keen eye for detail. You should have a desire to reduce and simplify unnecessary complexity, while growing and scaling the system when required, all while designing reusable and scalable components

Preferred Skills

• Experience with Figma MCP
• Experience with Style Dictionary, Colbalt, or the similar
• Experience with Storybook, Zeroheight, or Ladle
• Experience with motion design and interaction design/illustrations using Rive, Lottie, or similar
• Experience creating Figma plugins

What We Offer

• A collaborative and creative work environment
• Opportunities for professional growth and development
• The chance to make a significant impact on our product and brand

Product Operations Manager – Customer Beta Programs

Five9 is seeking an experienced and dynamic Product Operations Manager to become a pivotal member of our Product Management department. This role focuses on administration and coordination of beta programs with internal teams and customers. The ideal candidate will possess a robust background in project management, with a demonstrable ability to coordinate teams and lead projects to completion. Enterprise software experience preferred.

Key Responsibilities: 

• Beta Program Administration: Working closely with internal teams, understand and provide up to date tracking of all work items associated with Beta program readiness, as well as customer status in beta.
• Communication: Facilitate regular meetings with internal and customer teams to ensure tasks are being completed on time
• Documentation: Ensure documentation on particular beta programs is maintained, up to date, and accessible to the correct parties.
• Feedback: Ensure accurate collection of customer feedback on beta programs and communication to relevant parties

Key Qualifications: 

• 3+ years of direct experience in Project Management, enterprise software experience preferred such as SaaS, CX (Customer Experience) Software, CRM, Salesforce, etc.
• Demonstrable experience interacting across multiple internal teams as a project manager.
• Demonstrable experience interacting and communicating directly with customers as a project manager.
• Exceptional collaborative skills, capable of working across various teams to ensure the success of beta programs and the seamless introduction of new products. 
• JIRA & Salesforce experience preferred
  
  

Educational Requirements: 

• A bachelor’s degree in business, Project Management, Engineering, or a related field. A master’s degree or relevant project management certification (e.g., PMP) is highly regarded. 

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, 13^th month pay, Solo parent leave, Special leave for women)

About the Role

We are seeking a Principal Product Manager, Agentic QM to lead the future of AI-driven quality management at Five9. In this pivotal role, you will shape the strategy and execution of groundbreaking agentic AI solutions that transform how contact centers evaluate, optimize, and elevate customer interactions at scale.

As a principal-level product leader, you will drive innovation at the intersection of artificial intelligence and quality management, building autonomous AI agents that don't just analyze interactions but continuously learn, adapt, and recommend improvements. You'll position Five9 as the undisputed leader in intelligent quality management, delivering products that fundamentally change how organizations approach quality assurance.

We're looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking and stakeholder influence. The ideal candidate brings a proven track record in AI/ML product management, demonstrated expertise in agentic AI architectures, and a passion for solving complex problems through autonomous intelligent systems. You should be equally comfortable discussing LLMs, RAG architectures, and multi-agent systems with engineers as you are presenting strategic roadmaps to executive leadership.

This position is based in our US offices with hybrid work arrangements. You will lead and collaborate with a global team spanning the United States, Portugal, and India.

What You'll Do

Strategic Leadership

• Define and drive the end-to-end product vision and strategy for Five9's agentic quality management platform, aligning with company objectives and market opportunities
• Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility
• Serve as the internal and external thought leader on agentic AI applications in contact center quality management, representing Five9 at industry events and with key customers
• Conduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, and contact center technologies

Product Development & Execution

• Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities
• Design and oversee the development of autonomous AI agents that perform sophisticated quality management tasks: interaction evaluation, pattern recognition, root cause analysis, coaching recommendations, and continuous improvement
• Define detailed product requirements for complex agentic systems, including agent planning, tool use, decision-making logic, and learning mechanisms
• Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance and ensure successful adoption
• Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed

Go-to-Market & Business Impact

• Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated agentic QM capabilities
• Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
• Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage
• Build business cases and ROI models that demonstrate the value of agentic quality management solutions

Team Development & Leadership

• Mentor product managers and associate product managers, elevating the team's capabilities in AI/ML and quality management
• Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design
• Foster a culture of innovation, experimentation, and continuous learning within the product organization

What You Bring

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus
• 9+ years of experience in B2B SaaS product management, with significant focus on AI/ML-powered products
• Hands-on experience designing and building agentic AI platforms, including autonomous agents with planning, reasoning, and learning capabilities
• Deep, hands-on understanding of AI technologies and their evolution: machine learning, natural language processing, Large Language Models, and agentic AI systems
• Proven track record of successfully launching and scaling AI/ML 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 technical concepts for diverse audiences
• Experience leading through influence in matrixed, global organizations with distributed teams
• Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations

Preferred Qualifications

• Deep domain expertise in Automated Quality Management (AQM), contact center quality assurance, or workforce optimization technologies
• 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 operations, quality frameworks (COPC, Six Sigma, Lean), and performance management best practices
• Technical proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns (ReAct, Chain-of-Thought, tool use, multi-agent orchestration)
• Knowledge of AI evaluation methodologies: quality scoring, hallucination detection, bias assessment, performance monitoring, and continuous improvement
• Experience with AI agent orchestration frameworks and platforms
• Background working in fast-paced, high-growth SaaS companies serving enterprise customers
• Previous experience managing products in global, distributed teams across multiple time zones

Why Five9

Join Five9 at a transformative moment as we pioneer the next generation of AI-powered contact center solutions. You'll have the opportunity to work on cutting-edge agentic AI technology, shape products used by thousands of contact centers worldwide, and make a meaningful impact on how organizations deliver exceptional customer experiences.

We're looking for a Senior Product Designer to join our innovative and collaborative team. In this role, you will be instrumental in shaping the user experience of our products, ensuring they are not only powerful and feature-rich but also intuitive and a joy to use. You will be a key advocate for our users, particularly our Agent, Supervisor, and Admin personas, and will play a vital part in our "one platform" strategy to create a seamless, integrated experience.

Key Responsibilities:

• User-Centered Design: Lead the design of new features and improvements from concept to launch, ensuring a deep understanding of user needs and advocating for them throughout the design process.
• Cross-Functional Collaboration: Partner closely with product managers, engineers, and other stakeholders to define product requirements and translate them into elegant and effective design solutions. 
• Prototyping and Testing: Create wireframes, prototypes, and high-fidelity mockups to effectively communicate design ideas and iterate on them based on user feedback and testing.
• Design System Contribution: Contribute to and help maintain our design system, ensuring consistency and quality across all our products.
• Mentorship: Mentor and guide other designers, helping to foster a culture of design excellence and continuous improvement.

Required Qualifications:

• 5+ years of experience in product design, with a strong portfolio showcasing your work on complex, data-rich applications.
• Proficiency in design and prototyping tools such as Figma, Sketch, and Adobe Creative Suite. 
• A strong understanding of web and mobile design principles.
• Experience with user research and usability testing.
• Excellent communication and collaboration skills, with the ability to articulate design decisions and build consensus.
• A proactive and self-motivated approach, with the ability to work independently and as part of a team. 
• A passion for user advocacy and a deep sense of empathy for the user.

The Product Management Director will play a critical role in evangelizing Five9’s Outbound Contact Center SaaS solution to the market. This leader will bridge product strategy, customer engagement, and field enablement—ensuring Five9 remains the partner of choice for enterprises looking to drive proactive customer outreach. The role requires a balance of market-facing evangelism, customer discovery, and internal product leadership to align the roadmap with customer and market needs. Unlike traditional  inbound contact centers, where the focus is on responding to customer-initiated interactions, outbound engagement is proactive—requiring precision, compliance, and business-driven use cases. The Director of Product Management – Outbound Solutions will champion Five9’s outbound SaaS platform, helping enterprises leverage proactive communication to drive revenue, improve collections, enhance customer loyalty, and ensure compliance.

Responsibilities: 

• Market Evangelism & Customer Engagement

  • Act as the face of Five9’s outbound portfolio in customer meetings, executive briefings, and analyst sessions.
  • Discover and articulate high-value outbound use cases such as collections, payment reminders, surveys, proactive notifications, appointment confirmations, and digital campaign outreach.
  • Showcase how enterprises can stay compliant (e.g., TCPA, Reg F, FDCPA) while achieving measurable ROI.
  • Continuously identify new opportunities where proactive engagement keeps Five9’s solutions relevant.

  Field Enablement & Sales Support

  • Equip presales and sales teams with outbound-specific positioning, messaging, demos, and compliance differentiators.
  • Partner with go-to-market teams to accelerate subscription growth in North America.
  • Engage directly in strategic deals, mapping outbound capabilities to customer business objectives.

  Product Strategy & Roadmap Alignment

  • Capture customer feedback, compliance trends, and market signals to evolve the roadmap.
  • Prioritize capabilities like multi-channel campaign orchestration, predictive dialers, agentless outreach, and AI-driven engagement optimization.
  • Collaborate with engineering and UX to ensure product development aligns with enterprise requirements for scale, compliance, and ROI measurement.

  Thought Leadership

  • Serve as Five9’s outbound solutions evangelist at industry events, advisory boards, and analyst briefings.
  • Promote thought leadership around next-gen outbound engagement, including AI-assisted campaigns, omnichannel orchestration, and regulatory readiness.
  • Position Five9 as the leader in outbound innovation, differentiating from inbound-centric providers.

Key Performance Indicators (KPIs):

• Success in this role will be measured by:

  • Revenue Impact – Contribution to annual recurring revenue (ARR) growth from outbound product adoption and upsell.
  • Customer Engagement – Number of outbound-specific customer and prospect engagements (executive briefings, advisory boards, use case workshops).
  • Sales Enablement Effectiveness – Increase in win rate and shortened sales cycles for outbound deals after enablement initiatives.
  • Roadmap Execution – Timely delivery of prioritized features aligned with customer and compliance needs.
  • Market Differentiation – Analyst recognition and improved market positioning of Five9 outbound solutions.
  • Use Case Expansion – Growth in the number of validated and monetized outbound use cases across industries (collections, healthcare, retail, financial services).

Qualification:

• 10+ years in Product Management, Presales, or related roles within SaaS, CCaaS, or enterprise communication technology.
• Proven track record in market evangelism and customer engagement for outbound or proactive communication solutions.
• Strong domain expertise in outbound contact center strategies, including dialers, campaigns, and multi-channel engagement.
• Familiarity with compliance regulations (TCPA, Reg F, FDCPA, HIPAA) impacting outbound communications.
• Experience aligning SaaS roadmaps with revenue-driving and compliance-sensitive use cases.
• Exceptional communication and executive presence, with the ability to influence C-level stakeholders.
• Bachelor’s degree required; MBA or advanced degree preferred.

Ideal Candidate Profile:

The ideal candidate will:

• Be a Storyteller: Able to translate complex outbound technology into compelling business narratives that resonate with executives and front-line users alike.
• Act Like a Market Evangelist: Thrive in front of customers, prospects, analysts, and industry audiences, representing Five9 as the thought leader in outbound engagement.
• Customer-Centric Mindset: Naturally curious about customer challenges and able to translate them into actionable roadmap priorities.
• Strategic + Hands-On: Comfortable shaping long-term product strategy while also rolling up sleeves to support sales, demos, and key customer engagements.
• Influencer Across Functions: Skilled at driving alignment between Product, Engineering, Sales, Marketing, and Customer Success.
• Compliance-Savvy: Understands the importance of regulatory requirements in outbound engagement and can confidently speak to compliance in customer conversations.
• Growth-Oriented: Motivated by delivering measurable outcomes—ARR growth, adoption, customer satisfaction, and competitive differentiation.