Senior Technical Product Manager, Core CCaaS Application Scale and Enterprise Delivery

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results

To complement our rapid growth, we are actively looking for a talented and experienced Senior Technical Product Manager, Core CCaaS Application Scale and Enterprise Delivery to join our team. You will own the product roadmap for the capabilities that allow the largest, most operationally complex enterprise customers to deploy, configure, and operate Five9’s Intelligent CX Platform at scale- covering everything from provisioning automation and multi-tenant resource governance to release orchestration, observability pipelines, and compliance-ready data residency controls.

You will work at the intersection of engineering, professional services, and enterprise architecture, translating deep technical complexity into a coherent product strategy that directly governs how multiple marquee enterprise customers go live, stay healthy, and expand on Five9. You will own decisions that affect reliability SLAs, deployment velocity, and the configuration governance models that let enterprise organizations manage thousands of agents across business units, geographies, and regulations. If you have built platform products that engineers and enterprise architects respect - and you can hold your own in a whiteboard session on tenant isolation, entitlement enforcement, shared object pools - this role was designed for you.

Responsibilities 

• Product Roadmap. Own and evolve the roadmap for Core CCaaS Application Scale and Enterprise Delivery, from multi-tenant federated architecture improvements and shared objects governance to enterprise onboarding automation and configuration management - translating technical discoveries and voice-of-customer signals into a prioritized, outcome-driven backlog that engineering leads and executives can both align to.
• Managing Operations at Scale. Lead discovery and requirements definition for configuration-at-scale features: hierarchical object inheritance models, configuration templates, bulk changes, and tenant-level override controls that allow administrators to manage complex routing, skills, campaigns, and IVR logic across hundreds of queues and thousands of agents without per-object manual overhead.
• Architecture Partnership. Partner with solution architects to review technical designs for multi-tenant platform changes, ensuring that new capabilities maintain logical tenant isolation, enforce entitlement boundaries, and support the resource allocation strategies - shared agent pools, concurrent licensing metering, dynamic capacity allocation - that underpin Five9’s enterprise commercial model.
• Observability & Operations. Own the observability and operational health product surface: define requirements for platform telemetry coverage (metrics, distributed tracing, structured logging), drive the build-out of customer-facing health dashboards and SLA reporting, and ensure engineering teams instrument new capabilities to Five9’s internal observability standards
• Product Documentation. Write clear, technically precise PRDs, API design briefs, and acceptance criteria that engineering leads can implement without repeated clarification; maintain living documentation for platform architecture decisions
• Metrics Ownership. Drive product goals, KPI ownership, and metric instrumentation for platform-scale outcomes: enterprise onboarding cycle time, configuration incidents, and product latency etc.
• Prioritization Rigor. Apply rigorous prioritization frameworks - RICE scoring, MoSCoW tiering, opportunity scoring models - to maintain a defensible, stack-ranked backlog across competing demands from professional services, customer success escalations, enterprise deal requirements, and long-term product sustainability investments.
• Voice of Customer. Synthesize voice-of-customer intelligence across the enterprise portfolio - structure and maintain a living repository of enterprise customer pain points, workarounds, and unmet platform needs, and present quarterly findings to product leadership with supporting data and recommended roadmap adjustments.
• Cross-team leadership. Lead cross-functional core team sessions to achieve common goals from concept to development to launch and early customer adoption

Qualifications

• 5+ years in technical product management focused on platform, infrastructure, or developer-facing products at a B2B SaaS company; you have shipped platform capabilities - not just features - that other teams or enterprise customers build on top of.
• Demonstrated fluency in cloud-native platform concepts sufficient to participate meaningfully in technical design reviews, not just read the output.
• Track record of managing matrix relationships as a product lead: you have run discovery sessions with architects, presented roadmaps to leaders, and navigated the organizational complexity of review processes
• Experience defining and owning product metrics end-to-end: you know how to instrument a feature for measurement at the time of design, not as an afterthought; you have written goals that connect reliability improvements to business outcomes, and you can defend prioritization decisions with data
• Proficiency writing technical specifications that engineers trust: structured PRDs with explicit data models, API needs, edge-case handling, and acceptance criteria written at a level of detail that reduces back-and-forth without prescribing implementation.
• Understanding of operator/implementer partners is a plus
• Understanding of contact center, unified communications, or collaboration applications is a plus
• User 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 advanced degree in engineering or a business discipline is a plus