WEM Strategic Project Manager

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 everyday 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.

As part of our continued growth, Five9 is seeking a highly skilled Workforce Engagement Management (WEM) Strategic Project Manager with deep expertise in the Verint suite. This role is responsible for driving high-impact strategic programs, ensuring governance and execution excellence, and aligning customer outcomes with business goals.

The Strategic PM serves as a customer-facing leader, orchestrating cross-functional resources and ensuring successful delivery of enterprise-level initiatives.

• This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

What You'll Do

As a WEM Strategic Project Manager, you will be accountable for ensuring the success of strategic customer initiatives, with a strong focus on the Verint suite. You will:

• Lead and oversee full lifecycle delivery of strategic WEM projects, ensuring scope, timelines, and business goals are achieved.
• Provide strategic guidance to customers on best practices for maximizing value from Verint products.
• Coordinate internal and external resources including consultants, solution architects, and trainers to ensure customers receive expert support.
• Mentor and develop junior Project Managers, providing leadership and ensuring consistency in delivery standards across the team.
• Partner with stakeholders across Product, Support, Engineering, and Implementation to create and execute enterprise-level project roadmaps.
• Act as the primary executive liaison, ensuring alignment between customer leadership and Five9 executives on program vision, strategy, and outcomes.
• Ensure governance and compliance of project delivery by driving process consistency, documentation, and clear handovers.
• Manage executive-level customer communications, providing regular business reviews, risk assessments, and clear escalation management.
• Identify risks, dependencies, and scope changes early, providing proactive mitigation strategies and ensuring alignment with business outcomes.
• Drive accountability for project timelines, customer satisfaction, and measurable success metrics.

Revenue Accountability

• Ensure strategic projects align with and contribute to Five9 revenue goals, supporting quarterly and annual commitments.
• Track and report on project revenue impacts, ensuring accurate forecasting and alignment with Statements of Work (SOWs).
• Partner with Sales and Finance teams to identify risks to revenue recognition and proactively implement corrective actions.
• Influence customer project timelines and go-live success to ensure timely revenue recognition and sustained customer value.
• Maintain a strong focus on accelerating time-to-value for customers while protecting Five9's revenue commitments.

What You Bring
Technical and Product Expertise

• Required: Hands-on Verint suite project delivery experience.
• Required: Working knowledge of Genesis, NICE, and Five9 platforms; experience with Calabrio, CSI, or Aspect is highly desirable.
• Strong understanding of SaaS platforms, CRM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and enterprise contact center operations.
• Familiarity with advanced capabilities such as Performance Management, Speech/Text Analytics, and Desktop Analytics.
• Spanish-speaking skills are a plus.

Strategic Project Management Skills

• Proven track record of managing complex, high-value strategic programs in fast-paced enterprise environments.
• Skilled in governance, scope management, and cross-functional coordination.
• Strong ability to mentor, coach, and guide junior PMs to elevate team capability.
• Demonstrated success delivering against defined KPIs such as 95 percent on-time delivery, 90 percent customer satisfaction, revenue alignment, and project milestones.
• Ability to manage executive stakeholders and influence outcomes without direct authority.

Tool Knowledge

• Required: Proficiency in project and collaboration tools including JIRA, , SharePoint, Smartsheet, and Salesforce.
• Required: Experience with PSA tools.

Soft Skills

• Excellent customer service skills with a solutions-focused, professional approach.
• Strong executive presence with the ability to confidently present to and influence senior leadership.
• Exceptional communication, facilitation, and stakeholder management skills across technical and business audiences.
• Highly resilient and adaptable, with the ability to manage competing priorities under pressure.
• Strategic thinker who can align project delivery with long-term business outcomes and customer success.
• Skilled at building consensus and influencing without direct authority across global, cross-functional teams.
• Strong conflict resolution and negotiation abilities, ensuring positive outcomes in challenging situations.
• Natural collaborator who fosters trust and teamwork across internal and customer organizations.
• Proactive problem solver who anticipates roadblocks and drives creative solutions.
• Strong organizational and time management skills, balancing multiple priorities in fast-paced environments.

Qualifications

• Bachelor's degree in a related field or equivalent professional experience.
• Verint accreditations strongly preferred, or willingness to obtain within the first 6 months.
• Equivalent years of experience may substitute for certifications.
• Project Management Professional (PMP), PRINCE2, or comparable project management certification is preferred.
• Agile or Scrum Master certifications are a plus.

Industry Experience

• Extensive background in WEM, customer experience, and enterprise contact center environments is mandatory.
• Experience aligning enterprise WEM solutions with business outcomes and strategic revenue goals.
• Experience managing enterprise-level projects across global regions and multiple time zones.

Why Join Five9

• Industry leader in cloud contact center innovation, serving top global brands.
• Remote-first role with exposure to high-profile enterprise customers.
• Continuous learning with access to training, certifications, and cross-platform expertise.
• Collaborative, high-performance culture where your expertise directly impacts customer success.

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.

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

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