Role Overview

At Five9, we are looking for a seasoned, client-facing software delivery leader who thrives on solving complex challenges and is passionate about delivering an exceptional customer experience. This is primarily a hybrid position but may require local onsite work at the client location.

As a Project Manager, you will be responsible for overseeing and ensuring the successful deployment of Five9's CCaaS platform. You are not just a coordinator—you are the strategic driver of the implementation. You will lead a team of 2–4 implementation engineers through the full software deployment lifecycle, with a heavy focus on business logic configuration, CRM integrations, and workflow design. You will communicate project progress and status internally and externally to multiple levels of the organizations, including C-level stakeholders.

Key Responsibilities

• Lead and manage all day-to-day operational and tactical aspects for multiple implementation projects with a focus on time, scope, and budget.
• Translate complex customer business requirements into detailed project plans, workstreams, and software configuration strategies.
• Effectively communicate plans, progress, and status updates to both internal staff and customer stakeholders, ensuring there are no surprises.
• Collaborate with associated project managers and partners to ensure a streamlined implementation.
• Proactively own and manage the project RAID log (Risks, Assumptions, Issues, Dependencies), implementing rigorous mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.

Key Qualifications

• 7+ years of client-facing Project Management experience, with a proven track record of leading multiple enterprise-scale software or SaaS deployments simultaneously. (Experience as a Project Coordinator, an internal IT PM, or a hardware/network-focused PM is not sufficient.)
• Proven experience managing the deployment of modern CCaaS platforms (e.g., Five9, Genesys, NICE CXone) OR adjacent enterprise customer-experience software (e.g., Salesforce Service Cloud, Zendesk, Twilio CPaaS, or complex Conversational AI/IVA platforms) is required.
• Demonstrable experience managing projects with a "software-first" mindset, focusing on application-level business logic, API integrations, and user workflow design, not just underlying network/telecom infrastructure.
• BA/BS or equivalent experience is required.
• PMP® or equivalent certification is strongly preferred.

Key Skills

• Impeccable client-facing communication and active listening skills are non-negotiable. Must have experience leading discovery workshops, managing demanding US-based stakeholders, and confidently handling scope-creep discussions.
• Must be an expert at translating complex technical issues into simple, business-focused language for non-technical executives.
• Must be a natural leader who can command the respect of a technical engineering team while holding them accountable for delivery, not just coordinating their tasks.
• Strong knowledge of CCaaS, CRM, WFM, Dialer, ACD, and CTI practices. Understanding of modern cloud architecture (APIs, WebRTC) over legacy VoIP/PBX is critical.
• Must be a strategic thinker who can quickly grasp the "big picture" of the client's business goals and align the project delivery accordingly.
• Must demonstrate a powerful sense of accountability and ownership, with a proven ability to take proactive action and drive projects forward with minimal oversight.