Five9

• Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Desktop and process analytics and Quality Monitoring. • Initially, this role will have a focus on DPA and Quality Management. • Candidates must hold current ‘cloud certifications for Verint DPA’ or be able to work towards obtaining the appropriate Verint Certifications, within the first 30 days, if not already obtained. • Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders. • Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers and prospects. • Implement and troubleshoot Five9’s WEM Vendor on demand software solutions in a wide array of configurations and Customer environments both remotely and on-site. • Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs. • Mitigate project risk by proactively recognizing and communicating challenges, managing changes and providing contingency plans that enable customer success. • Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization. • The successful candidate will be designated owner for Five9’s DPA services and will be responsible for the development and maintenance of all DPA service offerings and customer-facing materials.

Workforce Engagement Management (WEM) Applications Consultant (Verint AQM - SA) United States (Remote) 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. To support our continued growth, we are seeking an experienced Workforce Engagement Management (WEM) Consultant to join our Professional Services team. In this role, you will lead the consultative delivery, implementation, and deployment of Five9 and Verint WEM solutions, partnering closely with customers to deliver both technical and business outcomes. The ideal candidate will demonstrate the following: - Extensive experience implementing and consulting on Verint WEM solutions, with a strong focus on Quality Bot™ / AQM, Speech Analytics and Quality Management. - Proven ability to lead and deliver end-to-end Verint WEM engagements, from design through deployment. - Broad consulting experience advising customers on best practices for Verint AQM, Speech Analytics and Interactions - Deep understanding of Verint integration architecture includes the integration of QM data with Performance management and reporting. - Hands-on experience training customers across all aspects of Verint AQM, Quality Bot and Speech Analytics. - Ideally, exposure to additional Verint WEM applications, such as Performance Management, Text Analytics, and Workforce Management. Key Responsibilities: - Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Quality Bot™ / AQM, Speech Analytics and Quality Monitoring. - Additional experience with Performance Managements would be useful. - Initially this role will have a focus on Speech Analytics and Quality Management. Candidates must hold current ‘cloud certifications for Verint DPA’ or be able to work towards obtaining the appropriate Verint Certifications, within the first 30 days, if not already obtained. - Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders - Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers and prospects - Implement and troubleshoot Five9’s WEM Vendor on demand software solutions in a wide array of configurations and Customer environments both remotely and on-site. - Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs - Mitigate project risk by proactively recognizing and communicating challenges, managing changes and providing contingency plans that enable customer success - Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization - The successful candidate will be designated owner for Five9’s Verint AQM /Quality Bot ™ services and will be responsible for the development and maintenance of all Verint Quality Bot ™ / AQM related service offerings and customer-facing materials Key Requirements: - Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Speech analytics and performance management). - Experience with other WEM solutions such as NICE, CSI, Calabrio, Aspect Monet, etc. is highly desired. - Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices - 5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Verint AQM/ Quality Bot ™ or Speech Analytics. - Willingness to travel up to 70% with some international travel - Excellent written and verbal skills - BA/BS or equivalent experience Key Skills: - Strong combination of Verint consulting experience and customer training skills, along with excellent customer communication skills - Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative - Must possess a strong working knowledge of QM, Analytics, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Vendors solutions is required - Self-starter possessing excellent time management skills and able to manage multiple implementation and sales activities simultaneously Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process. Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans. Our total reward package also includes: - Health, 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. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching. - Access 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 plan. - Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave. All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties. The US base salary range for this role is below. $70,400 - $196,300 USD 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. View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal. Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

• Create and drive revenue within a specified region or list of named accounts • Generate business opportunities through professional networking and cold-calling • Drive brand awareness, campaigns, and lead generation via networking, associations, etc. • Meet and exceed all quarterly and annual sales quotas • Own the sales cycle from lead generation to closure • Develop business plan and present the business plan during quarterly review sessions • Maintain account and opportunity forecasting within our internal forecasting system (SFDC) • Self-generate leads from a personal connections, referral partners, and regional networking events • Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience

• Represent the customer voice to internal cross-functional teams including Sales, Professional Services, Support and Product. • Participate in all implementation status meetings • Development and execution of a business plan to drive acceptance of Five9 • Provide all order, billing inquiry, and telco management needed during implementation • Build and maintain relationships for future pipelines within Five9 • Conduct monthly and quarterly business reviews with the customer • Maintain accurate and complete call notes and histories within Salesforce • Identify and utilize company resources to provide the technical and business expertise necessary to deliver solutions that exceed customer expectations • Coordinate with sales directors, TAMs and PS on increased business opportunities within the account • Travel both domestically and internationally to customer locations

Role Description 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. Our Voice division is seeking a Senior DevOps Engineer to lead the automation of voice technology deployments across both on-premise data centers and public cloud environments. This is a high-impact role where you'll help shape the infrastructure that powers critical voice services, supporting both scalability and operational excellence. - Design, develop, and maintain Infrastructure as Code (IaC) frameworks to automate deployment of voice technologies. - Own and operate automation pipelines and infrastructure in a distributed, production-grade environment. - Lead IaC and DevOps best practices, ensuring systems are reliable, scalable, and secure. - Drive initiatives to modernize and optimize voice platform automation. - Analyse recurring network or platform incidents and introduce automation to reduce operational risk. - Deliver clear documentation and handoffs to operational teams to ensure seamless support and transition. - Provide technical guidance and support to operations and engineering teams when needed. - Promote a collaborative, agile work culture aligned with continuous delivery and DevOps principles. - Champion the customer experience by building reliable systems that support Five9's voice infrastructure. Qualifications - 5+ years of experience in engineering roles focused on DevOps, operations, or infrastructure preferably within telecom or service provider environments. - Proven hands-on experience with automation frameworks such as Ansible and Terraform, including writing and maintaining reusable modules. - Solid knowledge of AWS and GCP services with experience developing and deploying cloud-native infrastructure components. - Proficiency in Unix/Linux systems, emphasising CLI-based administration and shell scripting. - Experience designing and integrating RESTful APIs and web service workflows. - Strong background in CI/CD pipelines using GitLab, GitHub Actions, or similar platforms. - Excellent written and verbal communication skills in English; able to work effectively in distributed, cross-functional teams. Company Description 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. View our privacy policy, including our privacy notice to California residents here: Privacy Policy . Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

• Serve as Customer’s primary point of customer contact for Five9 Managed Services to include technical account management and service desk • A strong leader, a collaborative partner with the experience, skills, and business acumen to lead and coordinate service delivery programs of this size and scale • Develop and oversee communication plan between Five9, our customers and partners • Oversee customer governance and administration arrangements • Build and manage Day2 Service Implementation work streams through traditional PMP detailed plans as well as demonstrate Agile sprint management for incremental delivery • Develop and deliver Five9 Managed Services Reporting (weekly, monthly, quarterly, as agreed with the customer during Service Transition) • Monitor and report on status of any defects submitted on behalf of the customer. Engage internal Five9 teams as required to develop resolution and expected timeline for delivery of defect resolution • Monitor and report on status of feature requests submitted by the customer. Engage regularly with the Five9 product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature • Manage Five9 and any third party contracted deliverables and services included in the Five9 solution purchased by the customer • Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by Five9 Professional Services • Maintain close alignment with the Five9 Account Management team to encourage adoption of Five9 technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)

• Develop and maintain strong, long-lasting customer relationships by becoming a trusted advisor to a dedicated portfolio of clients. • Collaborate with customers to define and track key performance metrics and ensure they are meeting their overall business objectives. • Leverage knowledge of each customer account to develop and maintain account-specific Success Plans. • Provide regular updates, reporting, and periodic business reviews to customers and Five9 leadership on customer success outcomes and engagement. • Identify and address any potential issues or risks that may impact customer satisfaction or retention. • Understand customer business goals and challenges to align Five9 solutions that drive success and value for the customer. • Proactively identify and address customer issues or concerns, and provide effective solutions. • Use data and analytics to track and measure customer success metrics and evaluate/present business outcomes. • Work closely with internal teams including Professional Services, Product, and Support to ensure customer satisfaction and retention. • Coordinate with Sales and TAMs on increased business opportunities within the account base.

• Interface directly with customer’s telecom engineers and IT teams to deploy customized solutions and trouble shoot issues; • Assist in the day-to-day operational support of the Telecommunications network, analyzing problems affecting network availability and customer quality reports; • Escalation point of contact for the Network Operations Center to resolve critical alerts generated by the SBC’s Analyze history of telecommunication related incidents and perform preventive measures; • Assist in the day-to-day operation of the telecommunications network, where necessary analyzing problems affecting network availability and customer/vendor service quality; • Provide root-cause analyses on service outages; • Respond to Telecom alerts and alarms and provide corrective actions in coordination with the Network Operations Center; • Create technical documentation and call flow drawings as needed Manage Telecommunications Service Provider & Vendors Implement hardware and software deployments on the telephony network as required; • Deploy new services including interop testing with telecom carriers and customers; • Provide emergency assistance and technical recovery in the event of an emergency situation affecting the availability and/or service quality of the network; • Participate in on-call emergency rotation.

• Be the interlock between Product Marketing and Regions on big bet topics and campaign definition • Manage individual marketing campaigns as prioritized • Alignment with digital: web and demand gen and AR/ PR teams for an integrated execution • Orchestrate content creation and execution across Product Marketing, 3rd party agencies and digital platforms, including digital and web assets, events, videos, surveys, strategic content and creative, etc. • Plan and execute end-to-end multi-channel global campaigns and optimization for marketing campaigns, programs such as programmatic, webinars, adhoc emails, nurtures, events etc. • Manage and organize campaign documentation, plans, performance data/ report etc. • Collaborate with Content team and develop campaign focused messaging for campaign specific deliverables (ie. Ads, landing pages, etc.) and ensure consistent brand voice and messaging across all marketing channels for top tier campaigns and assets. • Partner with product management and sales enablement teams to align marketing efforts with product launches and sales objectives for campaign deliverables.

• Serve as the senior AI transformation leader for Marketing Operations and a key AI voice across the broader GTM Operations org - setting the vision, roadmap, and operating model for an AI-first Marketing function. • Architect the next generation of the MarTech stack with AI and agentic workflows at the core—identifying where agents, copilots, and predictive models replace manual work, compress cycle times, and unlock net-new capability, and where legacy tools should be sunset in their favor. • Define and govern the AI operating framework for Marketing Ops: use-case prioritization, data readiness, model selection, human-in-the-loop review, risk/compliance guardrails, and measurement of ROI. • Partner with Sales Ops, RevOps, IT, Data, and Legal to ensure Marketing's AI roadmap is interoperable with the broader GTM Ops transformation and adheres to enterprise data and privacy standards. • Evangelize AI fluency across the Marketing organization - running enablement, establishing adoption metrics, and making AI a daily operating habit, not a side project. • Own executive-level strategy, governance, and execution for our Marketo instance, setting the architectural standards that broader Ops team execute against. • Architect the enterprise Lead Nurture and lifecycle strategy - optimizing lead scoring, routing, and recycling to maximize sales velocity and reduce friction at every handoff. • Define long-term database hygiene, segmentation, and purging strategies to optimize system performance, data quality, and contract economics. • Lead deployment of AI across the MarTech stack (e.g., Marketo Dynamic Chat, predictive scoring, AI-powered content and campaign generation, intent signals) to automate high-volume manual work and deliver hyper-personalization at scale. • Own the continuous review and rationalization of the MarTech stack - auditing each tool against adoption, effectiveness, and return, then adding, consolidating, or pruning platforms to fit a modern, AI-first Marketing operation. • Lead the quarterly and annual Marketing Ops planning cycles, aligning capacity, systems investment, and program design with GTM pipeline targets. • Advise Finance and leadership on MarTech investment decisions - building the business case for new platforms, renewals, and sunsets based on demonstrated return, utilization, and fit with the AI-first roadmap. • Partner with Finance on the shape of Marketing investment - advising on where AI-driven efficiency should be reinvested into growth motions, without owning the departmental budget itself. • Represent Marketing Operations in cross-functional strategy forums with Sales, RevOps, Product, and Customer Success to ensure the GTM data and workflow fabric is unified. • Lead, develop, and retain the existing Marketing Operations team - raising the bar on architectural thinking, AI fluency, and business impact. • Recruit new talent aligned to the AI-first vision: AI/automation-native operators and a Marketing Ops team who can scale the function into its next chapter. • Act as a senior mentor across the broader GTM Ops organization, providing architectural guidance, best-practice leadership, and a clear model for what AI-enabled operating looks like. • Work closely with Technical Admins and Data Engineering to ensure the Marketo-to-SFDC sync and upstream data pipelines are fail-safe, observable, and documented.