Senior IT Project Manager

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. Overview Senior IT Project Manager Five9 is a leading provider of cloud software for the enterprise contact center market. Five9 offers our partners a solution that is reliable, secure, compliant and scalable, while creating exceptional customer experiences, increasing agent productivity and delivering tangible business results. We are seeking a proactive, self-motivated individual to join our IT Project Management team. The ideal candidate is a fast learner with the versatility to lead and deliver technical projects. Our team drives program and project management excellence, enabling the prioritization, planning, and execution of initiatives across SaaS, public cloud, and IT infrastructure—including third-party application platforms. This role will focus specifically on Five9’s business systems and infrastructure. The successful candidate will lead projects focused on key business processes such as quote-to-cash, procure-to-pay, compliance and governance as well as initiatives in customer experience enhancements, cost optimization, operational efficiency, and growth. In addition, this role will lead the change management process, Agile practices, and IT communications. You will need to be a team player with the right combination of project management, technical, and interpersonal skills. You will also leverage your superior negotiation skills and influence to work with all levels of management and their teams to keep projects on track from initiation to closing. Responsibilities Oversee the end-to-end delivery of multiple enterprise-level IT initiatives, driving strategic projects that evolve Five9’s business applications, infrastructure, and platforms. Proactively manage project risks and issues while fostering trusted relationships with all project team members including IT delivery teams and business stakeholders. Drive high-quality project results including on-time delivery within budget and scope and delivering expected customer outcomes. Liaise between IT and business teams to ensure smooth execution of operational initiatives and transition support during technology rollouts. Orchestrate project management in alignment with PMO best practices, standards and processes. Provide timely and transparent updates to sponsors and stakeholders regarding scope changes, risks, delays, and other delivery-impacting factors. Create and maintain comprehensive project documentation, including charters, project plans, stakeholder presentations, risk registers, retrospectives, and status reports. Contribute to continuous improvement efforts within the PMO by identifying and implementing enhancements to delivery processes and project quality. Lead as a Scrum Master for Agile teams, conducting daily standups, sprint planning, reviews, and retrospectives, while identifying and resolving delivery blockers. Champion Agile best practices while promoting continuous improvement through tracking metrics like burndown and velocity. Steward of the Change Advisory Board (CAB) meetings, overseeing the change review process and managing change dispositions. Plan and manage IT communications, including service release announcements, OKR updates, program highlights, internal newsletters, and proactive messaging to business partners. Key Competencies Attention to detail and strong problem-solving skills Self-starter with a high degree of flexibility, independence and initiative Ability to make decisions, prioritize and adapt in a fast-paced environment Team-oriented mindset with a willingness to learn, grow and collaborate Comfortable working in a fast-paced, collaborative environment Strong communication, organization, and interpersonal skills Excellent interpersonal, organizational, negotiation and conflict-resolution skills Confident in ability to communicate with all levels of the organization Strong presentation, problem-solving and analytical skills Requirements 7-10 years of enterprise program or project management experience Experience managing initiatives involving design and implementation of strategic IT applications systems and software products Basic understanding of project management methodologies (Agile, Scrum, or Waterfall) Familiarity with data center operations and public cloud, including infrastructure, database, networking, telephony, voice, and information security Able to understand both technical and functional details to successfully gather and understand complex requirements and drive projects to completion B.S. in Business or Engineering discipline preferred PMP and/or Scrum master certification a plus 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 Internet and meal allowance when working from home Employee Assistance Program for mental and social well-being Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women) 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. View our privacy policy, including our privacy notice to California residents here: Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9. Five9 is located in the Philippines for this posting; other locations may have open roles as appropriate. #J-18808-Ljbffr