Project Manager

About the Position

Project Manager

Manila, Manila, Philippines (Hybrid)

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values every day results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Responsibilities

• Lead and manage all day-to-day operational and tactical aspects of multiple implementation projects.
• 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.
• Continually seek opportunities to increase customer satisfaction through vendor relationships and available tools.
• Maintain and update all internal applications associated with projects.
• Identify project risks and implement appropriate mitigation plans.
• Interact effectively at all levels of the client organization.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussion with customers.
• Learn Five9 and PS values and actively apply them to projects and process improvement initiatives.
• Handle and de-escalate client and sales escalations with minimal assistance from the supervisor.
• Develop and maintain positive and productive relationships with clients and vendors.

Requirements

• Minimum of 3 years in an Implementation (Professional Services), Project Management, or Technical Consulting position - Call Center industry experience is highly desired.
• Experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Knowledgeable in creating Project Charters, Weekly Status Reports, and other detailed documentation.
• Must possess a strong combination of project management skills, call center expertise, and vendor management.
• Can operate and perform duties with minimal supervision.
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.

Nice to Have

• Experience managing implementations of Five9, TDM, and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence, and/or CosmoCom).
• Knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360, and/or LeadMailbox).
• Knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices – Experience with WFO Applications is a plus.

We Offer

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

About the Company

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at [email protected] to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

View our privacy policy, including our privacy notice to California residents here: Five9 Privacy Policy.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.