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.
Job Description
We are seeking an experienced product manager to focus on our CCaaS platform integration with healthcare industry vertical systems starting with Epic. The role entails managing the integration of Epic-Integration assets from the recent acquisition of Acqueon, driving the roadmap and delivery of best-in-class integration for healthcare customers across healthcare segments such as provider, payor, medical devices. We are looking for a self-motivated, highly organized and customer focused product leader who can lead cross-functional teams to drive product success.
Responsibilities
Assess the Acqueon assets associated with Epic-Integration and formulate a plan for integration into the Five9 CCaaS portfolio.
Drive product strategy related to the Acqueon-Five9 CCaaS integration for the healthcare industry vertical, for self-service and human agent related use cases for a seamless omnichannel experience
Plan out integration of the Acqueon Patient Assist product with the core CCaaS platform. Develop, publish, and maintain a clear and prioritized product roadmap for healthcare industry vertical integration products. Identify industry trends, customer needs, and emerging technologies to drive product innovation.
Establish strong working relationships with the teams at healthcare systems companies (such as Epic), defining an integration strategy and roadmap with each, and conducting joint product planning meetings with regular progress reviews.
Market Analysis: Conduct competitive analysis and stay current with CCaaS and healthcare industry trends. Identify opportunities for differentiation and areas of improvement for our offerings.
Cross-Functional Collaboration: Work closely with broader product team, engineering, design, and other teams to ensure successful product development and delivery. Foster effective communication and collaboration to achieve shared goals.
Product Development: Partner closely with Acqueon and Five9 Engineering to lead the end-to-end product development process by participating in sprint ceremonies (standups, grooming, retros, etc.). Understand customer needs and market trends and translate them into Features, Epics, User stories, and Acceptance Criteria.
Stakeholder Management: Build strong relationships with internal and external stakeholders. Collaborate with sales, marketing, and customer support teams to ensure alignment on product messaging, positioning, and customer satisfaction.
Product Launch and Monitoring: Plan and execute successful product launches, including communication plans and training materials. Track product usage, gather user feedback, and iterate on features to drive continuous improvement.
Customer-Centric: Establish relationships with customers (new and existing) to test new products and manage feedback effectively to favorably impact product outcomes. Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user group, and industry conferences.
Experience & Capabilities
7+ years in software platform product management
Understanding of contact center applications and electronic healthcare record systems (Epic)
Experience with APIs and micro-services-based architecture
Customer focused, self-starter, assertive and result-oriented individual who demonstrates ownership
Effective communicator with strong interpersonal skills to collaborate with cross-functional teams
Ability to deal with ambiguity and uncover key objectives to be achieved for the product
Education
Bachelor's degree in engineering or technical field.
An MBA degree is desirable
A Product Management credential is desirable
Duration of Employment
12-18 month, contract position
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.
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
