[Remote] Product Management Director – Workforce Engagement

Note: The job is a remote job and is open to candidates in USA. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. They are seeking a Product Management Director - Workforce Engagement to lead the future of intelligent workforce engagement, shaping the strategy and execution of their Workforce Engagement Management portfolio, which includes AI-driven Quality Management and Workforce Management. This role involves defining product vision, collaborating with cross-functional teams, and driving product development to optimize contact center operations.ResponsibilitiesDefine and drive the end-to-end product vision and strategy for Five9's Workforce Engagement portfolio — encompassing AI-driven Quality Management and Workforce Management — aligning with company objectives and market opportunitiesOwn the product roadmap across QM and WFM, balancing innovation with customer needs, competitive positioning, and technical feasibilityServe as the internal and external thought leader on WEM, agentic AI applications in quality management, and intelligent workforce optimization, representing Five9 at industry events and with key customersConduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, workforce planning, and contact center optimization technologiesPartner cross-functionally with engineering, design, data science, and GTM teams to translate strategy into innovative QM and WFM capabilitiesDesign and oversee the development of AI-driven Quality Management capabilities, including autonomous AI agents that perform interaction evaluation, pattern recognition, root cause analysis, coaching recommendations, and continuous improvementDesign and oversee the development of core WFM capabilities including workforce forecasting, multi-skill scheduling, intraday management, real-time adherence, and performance analyticsDefine detailed product requirements for complex agentic and WFM systems, including agent planning, tool use, decision-making logic, learning mechanisms, and scheduling optimization engines — drawing on firsthand experience building or significantly evolving these platformsDrive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance, WFM adoption, and overall workforce engagement outcomesBalance high-level strategic thinking with tactical execution, diving deep into technical and operational details when neededDevelop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated WEM capabilities across both QM and WFMPartner closely with customers, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomesLead beta programs and customer pilots across QM and WFM, managing feedback loops and iterating rapidly based on real-world usageBuild business cases and ROI models that demonstrate the value of Five9's integrated workforce engagement solutionsChampion best practices in WEM product development across the organization, including responsible AI principles, agentic AI evaluation frameworks, and user-centered designFoster a culture of innovation, experimentation, and continuous learning within the product organizationMentor and influence associate product managers and cross-functional peers, elevating the team's capabilities in AI/ML, quality management, and workforce management domain knowledgeSkillsBachelor's degree in Computer Science, Engineering, Business, or related field; MBA or advanced degree is a strong plus9+ years of experience in B2B SaaS product management, with significant focus on Workforce Engagement Management, Quality Management, or Workforce Management productsHands-on experience designing and building WFM solutions, including core capabilities such as forecasting, scheduling, intraday management, and real-time adherenceHands-on experience designing and building AI-driven QM solutions, including automated interaction evaluation, scoring, and coaching workflowsWorking knowledge of agentic AI architectures, including autonomous agents with planning, reasoning, tool use, and learning capabilities, with demonstrated experience applying these in a product contextDeep understanding of contact center operations, the workforce planning lifecycle, and quality assurance frameworks — from long-term capacity planning through real-time floor management and interaction evaluationProven track record of successfully launching and scaling WEM, WFM, or QM products from conception through growthExceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situationsStrong business acumen with experience in product positioning, pricing, and go-to-market strategyOutstanding communication skills, able to influence senior stakeholders and translate complex operational and technical concepts for diverse audiencesExperience leading through influence in matrixed, global organizations with distributed teamsTrack record of managing beta programs, running experiments, and leveraging customer feedback to drive product iterationsDeep domain expertise in Workforce Engagement Management platforms (e.g., NICE, Verint, Aspect, Calabrio, Genesys) with a strong understanding of competitive dynamics across both QM and WFMHands-on experience designing and building agentic AI platforms, including autonomous agents with planning, reasoning, and learning capabilities applied to quality management or workforce optimization use casesExperience with agentic AI design patterns such as ReAct, Chain-of-Thought, tool use, and multi-agent orchestration, and knowledge of LLM applications, prompt engineering, and RAG architecturesExperience integrating AI and machine learning into WFM workflows, including AI-driven forecasting, automated scheduling optimization, and intelligent adherence managementExperience with forward deployment models, working directly with customers during implementation, onboarding, and optimization phases to drive adoption and value realizationStrong understanding of contact center quality frameworks (COPC, Six Sigma, Lean) and how QM and WFM intersect within broader workforce optimization strategiesKnowledge of AI evaluation methodologies: quality scoring, hallucination detection, bias assessment, performance monitoring, and continuous improvementFamiliarity with omnichannel contact center environments and the complexity of multi-skill, multi-channel workforce planning and quality evaluationKnowledge of cloud-based WEM architectures and modern API-driven integrations with ACD, CRM, and HR systemsBackground working in fast-paced, high-growth SaaS companies serving enterprise customersPrevious experience managing products in global, distributed teams across multiple time zonesBenefitsAnnual performance bonusStockOther applicable incentive compensation plansHealth, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.Short & Long-Term DisabilityBasic Life Insurance401k saving plan with employer matchingAccess to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.Generous employee stock purchase planPaid Time OffCompany paid holidaysPaid volunteer hours12 weeks paid parental leaveCompany OverviewFive9 is a cloud-based call center software company that specializes in sales, marketing, and customer service. It is a sub-organization of Five Rivers Solutions. It was founded in 2001, and is headquartered in San Ramon, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.five9.com.Company H1B SponsorshipFive9 has a track record of offering H1B sponsorships, with 4 in 2026, 13 in 2025, 15 in 2024, 13 in 2023, 20 in 2022, 15 in 2021, 15 in 2020. Please note that this does not guarantee sponsorship for this specific role.