Principal Product Manager, Agentic QM

Five9 is a leading provider of cloud contact center software, focused on enhancing customer experience through innovative solutions. They are seeking a Principal Product Manager for Agentic QM to lead the development of AI-driven quality management solutions, driving product strategy and execution in the realm of contact centers.

Responsibilities:

• Define and drive the end-to-end product vision and strategy for Five9's agentic quality management platform, aligning with company objectives and market opportunities
• Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility
• Serve as the internal and external thought leader on agentic AI applications in contact center quality management, representing Five9 at industry events and with key customers
• Conduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, and contact center technologies
• Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities
• Design and oversee the development of autonomous AI agents that perform sophisticated quality management tasks: interaction evaluation, pattern recognition, root cause analysis, coaching recommendations, and continuous improvement
• Define detailed product requirements for complex agentic systems, including agent planning, tool use, decision-making logic, and learning mechanisms
• Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance and ensure successful adoption
• Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed
• Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated agentic QM capabilities
• Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
• Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage
• Build business cases and ROI models that demonstrate the value of agentic quality management solutions
• Mentor product managers and associate product managers, elevating the team's capabilities in AI/ML and quality management
• Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design
• Foster a culture of innovation, experimentation, and continuous learning within the product organization

Requirements:

• Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus
• 9+ years of experience in B2B SaaS product management, with significant focus on AI/ML-powered products
• Hands-on experience designing and building agentic AI platforms, including autonomous agents with planning, reasoning, and learning capabilities
• Deep, hands-on understanding of AI technologies and their evolution: machine learning, natural language processing, Large Language Models, and agentic AI systems
• Proven track record of successfully launching and scaling AI/ML products from conception through growth
• Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations
• Strong business acumen with experience in product positioning, pricing, and go-to-market strategy
• Outstanding communication skills, able to influence senior stakeholders and translate complex technical concepts for diverse audiences
• Experience leading through influence in matrixed, global organizations with distributed teams
• Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations
• Deep domain expertise in Automated Quality Management (AQM), contact center quality assurance, or workforce optimization technologies
• Experience with forward deployment models, working directly with customers during implementation, onboarding, and optimization phases to drive adoption and value realization
• Strong understanding of contact center operations, quality frameworks (COPC, Six Sigma, Lean), and performance management best practices
• Technical proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns (ReAct, Chain-of-Thought, tool use, multi-agent orchestration)
• Knowledge of AI evaluation methodologies: quality scoring, hallucination detection, bias assessment, performance monitoring, and continuous improvement
• Experience with AI agent orchestration frameworks and platforms
• Background working in fast-paced, high-growth SaaS companies serving enterprise customers
• Previous experience managing products in global, distributed teams across multiple time zones