Professional Services Program Manager

We are seeking an experienced Professional Services Program Manager to lead complex multi-customer deployment projects across Five9s Contact Center and AI this role you will own the day-to-day delivery and execution of multiple initiatives simultaneously ensuring projects are delivered on time within scope and within budget. You will work closely with customers partners and cross-functional internal teams to drive alignment manage risks and ensure a seamless implementation experience that strengthens customer relationships and maximizes business value.

Key Responsibilities:

• Lead and manage all day-to-day operational and tactical aspects formultiple Implementation projects with a focus on time scope and budget.
• Effectively communicate plans progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.
• Articulate the value of Five9s Professional Services through presentations demonstrations and open discussion with customers.

Key Qualifications:

• 5 years as a Program Manager Scrum Master or Technical Consultant.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Exposure to Artificial Intelligence within the Voice and Digital channels.
• Contact Center Industry experience highly preferred.
• Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys Avaya Cisco Aspect LiveOps NICE) is highly desired.
• Some knowledge of SaaS CRM solutions (Salesforce Dynamics NetSuite Oracle Service Cloud Zendesk ServiceNow) is desired.
• Must be willing to travel up to 25% or as needed regionally with some national and international travel possible (valid passport required).
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• One or more of the following certifications is preferred; PMP PRINCE2 Agile or Kanban related certifications.

Key Skills:

• Must possess a strong combination of project management skills technical call center expertise AI and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients needs is imperative.
• Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
• Strong knowledge of CCaaS AI CRM WFM PBX Dialer ACD CTI VoIP IVR and Call Center practices.
• Must be strategic thinker; Able to understand the Big-Picture; Able to think quickly and adeptly when solving complex problems.
• Must demonstrate a strong sense of accountability and ownership with the ability to take proactive action and act with urgency as circumstances require.
• Exceptional with time management and organization.
• Bilingual (English and French).
• Please Note: this job posting is for an existing vacancy.