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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Product Management and Business Analysis with a strong focus on Five9 Dialer platform enhancements, Agile methodologies, and cross-functional collaboration. Proficient in translating business requirements into actionable user stories and managing product backlogs while ensuring compliance with regulatory standards.
Highest-signal resume keywords
Five9 Cloud ExperienceAgile MethodologiesProduct ManagementContact Center OperationsAnalytics and Reporting Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User Story DevelopmentProduct Backlog ManagementOutbound Dialing TechnologiesCRM IntegrationsContact Center KPIsDefect TriageCampaign ManagementImplementation of Dialing CapabilitiesUser Acceptance TestingProcess Documentation
Soft Skills
CollaborationCommunicationProblem-SolvingAnalytical ThinkingCross-Functional Teamwork
Tools & Technologies
JiraAzure DevOpsConfluencePower BITableauSQLExcelGenesys CloudNICE CXoneAmazon Connect
Industry Keywords
Regulatory ComplianceRisk ManagementContact Center OperationsDigital Servicing ChannelsFraud Prevention Solutions
Tech Stack
Tools & technologiesAzureCloudSQLTableau
About the role
Key responsibilities & impact- Support the Product Manager in executing the product roadmap for the Five9 Dialer platform
- Partner with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams to gather business requirements and define product enhancements
- Translate business requirements into user stories, acceptance criteria, and prioritized backlog items
- Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives
- Coordinate the delivery of new features, enhancements, upgrades, and production releases
- Support user acceptance testing, defect triage, production validation, and release readiness activities
- Monitor product performance and operational metrics to identify opportunities to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes
- Collaborate with Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and support platform stability
- Assist with implementation of new dialing capabilities, automation, integrations, and workflow improvements
- Develop product documentation, process guides, release communications, and training materials
- Analyze user feedback and operational insights to recommend product improvements and future roadmap opportunities
- Ensure platform capabilities align with regulatory, security, and compliance requirements
Requirements
What you’ll need- 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline
- Experience working with Five9 Cloud
- Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing, and campaign management
- Experience with CRM integrations, IVR, call routing, or workforce optimization platforms
- Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance
- Familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies
- Experience working with cross-functional teams across Product, Technology, Operations, and Vendor organizations
- Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools
- Experience with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms
- Experience supporting digital servicing channels such as voice, chat, SMS, or messaging
- Familiarity with customer authentication, identity verification, or fraud prevention solutions
- Experience using analytics and reporting tools such as Power BI, Tableau, SQL, or Excel
- Exposure to regulated industries such as financial services is a plus
Benefits
Comp & perks- Health insurance
- Language courses
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Collaboration on impactful projects for top global clients
- Inclusive and supportive work environment with open communication
- Regular team-building company social events