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.
About the Role
We are seeking a Senior Product Manager, Agentic QM to drive the development and execution of AI-powered quality management innovations that transform how contact centers evaluate and improve customer interactions. This role requires a balance of strategic thinking, technical expertise, and hands-on execution to deliver impactful agentic AI solutions that align with our business goals and revolutionize quality management practices.
The ideal candidate will demonstrate strong knowledge of AI/ML technologies, automated quality management systems, and agentic AI platforms, with the ability to collaborate across cross-functional teams. This role is an excellent opportunity for someone with a passion for innovation and a drive to deliver high-impact products in a fast-paced environment.
Key Responsibilities
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Define and execute product strategies for agentic quality management solutions that align with business objectives and customer needs
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Collaborate closely with engineering, design, and GTM teams to define product requirements, prioritize features, and ensure successful delivery of AI agent capabilities
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Conduct competitive and market analysis to identify trends, opportunities, and gaps in automated quality management and agentic AI technologies
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Partner with customers and stakeholders to gather insights through forward deployment engagements and continuously refine the product roadmap
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Design and oversee the development of AI agents that autonomously perform quality management tasks, including interaction evaluation, coaching recommendations, and performance optimization
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Support product positioning, packaging, and pricing decisions for agentic QM offerings
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Manage product lifecycle activities, including beta testing, user feedback collection, and performance optimization of AI agent systems
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Lead forward deployment initiatives with enterprise customers to ensure successful adoption and optimization of agentic quality management solutions
Requirements
Required Qualifications
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Bachelor's degree in computer science, engineering, or related field; MBA is a plus
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Minimum of 4 years of experience in SaaS software product management
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Strong understanding of AI/ML technologies and the broader AI ecosystem
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Proven ability to manage product development from concept to launch
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Excellent analytical, problem-solving, and communication skills
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Demonstrated ability to collaborate with cross-functional teams and drive alignment
Preferred Qualifications
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Background in Automated Quality Management (AQM) systems, contact center quality assurance, or related quality evaluation technologies
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Experience in designing and building Agentic AI Platforms, including the development of autonomous AI agents that can plan, execute, and learn from tasks
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Experience with forward deployment of AI products, including hands-on work with customers during implementation, onboarding, and optimization phases
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Familiarity with contact center operations, quality frameworks, and performance management methodologies
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Understanding of Large Language Models (LLMs), prompt engineering, and agentic architectures (e.g., ReAct, tool use, multi-agent systems)
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.