WEM Strategic 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. 

As part of our continued growth, Five9 is seeking a highly skilled Workforce Engagement Management (WEM) Strategic Project Manager with deep expertise in the Verint suite. This role is responsible for driving high-impact strategic programs, ensuring governance and execution excellence, and aligning customer outcomes with business goals. The Strategic PM serves as a customer-facing leader, orchestrating cross-functional resources and ensuring successful delivery of enterprise-level initiatives

What You'll Do

• As a WEM Strategic Project Manager, you will be accountable for ensuring the success of strategic customer initiatives, with a strong focus on the Verint suite. You will:
• Lead and oversee full lifecycle delivery of strategic WEM projects, ensuring scope, timelines, and business goals are achieved.
• Provide strategic guidance to customers on best practices for maximizing value from Verint products.
• Coordinate internal and external resources including consultants, solution architects, and trainers to ensure customers receive expert support.
• Mentor and develop junior Project Managers, providing leadership and ensuring consistency in delivery standards across the team.
• Partner with stakeholders across Product, Support, Engineering, and Implementation to create and execute enterprise-level project roadmaps.
• Act as the primary executive liaison, ensuring alignment between customer leadership and Five9 executives on program vision, strategy, and outcomes.
• Ensure governance and compliance of project delivery by driving process consistency, documentation, and clear handovers.
• Manage executive-level customer communications, providing regular business reviews, risk assessments, and clear escalation management.
• Identify risks, dependencies, and scope changes early, providing proactive mitigation strategies and ensuring alignment with business outcomes.
• Drive accountability for project timelines, customer satisfaction, and measurable success metrics.

Revenue Accountability

• Ensure strategic projects align with and contribute to Five9 revenue goals, supporting quarterly and annual commitments.
• Track and report on project revenue impacts, ensuring accurate forecasting and alignment with Statements of Work (SOWs).
• Partner with Sales and Finance teams to identify risks to revenue recognition and proactively implement corrective actions.
• Influence customer project timelines and go-live success to ensure timely revenue recognition and sustained customer value.
• Maintain a strong focus on accelerating time-to-value for customers while protecting Five9's revenue commitments.

What You Bring

Technical and Product Expertise

• Required: Hands-on Verint suite project delivery experience.
• Required: Working knowledge of Genesis, NICE, and Five9 platforms; experience with Calabrio, CSI, or Aspect is highly desirable.
• Strong understanding of SaaS platforms, CRM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and enterprise contact center operations.
• Familiarity with advanced capabilities such as Performance Management, Speech/Text Analytics, and Desktop Analytics.
• Spanish-speaking skills are a plus. 

Qualifications

• Bachelor's degree in a related field or equivalent professional experience.
• Verint accreditations strongly preferred, or willingness to obtain within the first 6 months.
• Equivalent years of experience may substitute for certifications.
• Project Management Professional (PMP), PRINCE2, or comparable project management certification is preferred.
•  Agile or Scrum Master certifications are 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
• 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, 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. 

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.