Senior Product Manager, AI Innovations - Agent Assist

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. They are seeking an experienced and strategic Senior Product Manager to lead the development of their Agent Assist product portfolio, focusing on AI-powered functionalities for contact center agents. The role involves defining product strategy, collaborating with cross-functional teams, and making data-driven decisions to enhance the product's market performance.

Responsibilities:

• Define the product roadmap and strategic direction for AI innovations within the Agent Assist portfolio
• Oversee the end-to-end product lifecycle, driving initiatives from initial concept through to successful market launch and continuous iteration
• Partner closely with Engineering, Data Science, and Product Design to navigate complex data environments, AI/ML parameters, and optimize technical and user experience tradeoffs
• Collaborate extensively with clients and Go-To-Market teams (Sales, Customer Success) to gather actionable insights, facilitate beta testing, and continuously refine the real-time agent-assist experience
• Analyze competitive landscape and make informed strategic decisions amidst ambiguity
• Objectively evaluate product performance, prioritize resource allocation, and leverage KPIs to track user adoption and product efficacy

Requirements:

• Bachelor's degree in computer science, engineering, or related field; MBA is a plus
• 4+ years of comprehensive professional experience in SaaS product management
• A proven track record in a formal Product Management capacity, successfully delivering B2B SaaS solutions
• Essential background in the Contact Center industry coupled with direct experience building and shipping AI-driven products
• Deep understanding of the product development lifecycle for ML-driven solutions, including data collection, model training tradeoffs, and analytics
• A highly autonomous operator capable of driving initiatives forward without relying on extensive operational support structures
• Practical experience managing the realities of LLMs and machine learning deployments, including addressing latency constraints, optimization, and accuracy challenges
• A strong bias for action and a proven ability to translate high-level strategy into tangible, delivered products
• A strong commitment to direct customer interaction and a willingness to engage continuously with clients to resolve challenges, gather feedback, and drive product adoption