Five9

• Define and implement release schedules, ensuring that deadlines and business needs are met. • Manage the release pipeline and coordinate the activities of development, QA, operations, and support teams and ensure that each release is thoroughly certified and delivered on time. • Oversee the full release lifecycle, from planning and development to deployment and post-release support. • Work closely with product management, engineering, and stakeholders to prioritize content for releases based on business objectives and customer impact. • Ensure all releases align with the broader strategic goals of the business, ensuring that new features, enhancements, and bug fixes are properly integrated into the release cycle. • Proactively identify risks and potential bottlenecks in the release process and develop mitigation strategies, providing timely resolutions to minimize disruptions to the business. • Serve as the main point of contact for all stakeholders involved in the release process, including senior leadership, product owners, engineering teams, operations teams, customer support. • Communicate progress, blockers, and risks to stakeholders at all levels, ensuring everyone is informed and aligned. • Provide regular updates on the status of releases and the impact of upcoming changes to business operations. • Analyze the effectiveness of each release, identifying opportunities for process improvement, automation, and risk reduction. • Drive the adoption of industry best practices in release management, ensuring that releases are more efficient and predictable over time and delivers real value to end customers. • Establish and track key performance indicators (KPIs) and metrics related to release cycles, such as release frequency, deployment success rates, and post-release defect rates and drive meaningful actions. • Ensure that all changes to production systems are properly documented, tracked, and managed according to best practices. • Oversee version control and configuration management processes to maintain consistency and traceability across releases. • Manage and optimize release management toolkit (e.g., Jira, GitLab, Launch Darkly, etc.) to support an efficient release pipeline. • Identify opportunities for automation in the release process, reducing manual intervention and increasing speed and reliability.

• Design, implementation, and automation of large-scale distributed systems • Build tools and automation that help Five9 achieve higher availability, scalability, latency, and efficiency • Work with Engineering teams to deliver high-quality software in a fast-paced environment • Monitor production and development environments to build preventive measures and provide a seamless customer experience • Work with delivery teams on software improvements to achieve higher availability and lower MTTD • Participate in on-call rotation (8h shift, 7days a week, every 3-4 weeks)

• Qualifying OUTBOUND leads in the DACH Region from marketing and converting them into opportunities. • Meeting quota for qualified sales opportunities for Five9's field sales team. • Proactively and directly handle all leads with appropriate disposition. • Qualify prospects based on established criteria of suitability, budget, authority, need and time and gather key sales information. • Initiate and build relationships with potential clients by anticipating needs and understanding the unique client environment. • Effectively communicate Five9 value propositions by phone and email. • Continuously log activities and information in Salesforce.com. • Proactively provide targeted feedback on all aspects of the business, including sales tools, prospect information and marketing campaign results. • Work closely with sales, channel and marketing teams to continuously improve processes and best practices for demand generation.

• Anticipate and respond to customer questions regarding the scope of work • Communicate reasonable and accurate timelines associated with the delivery process. • Protect Five9’s interests and exposure related to contracted services and deliverables. • Communicate and document the customer and Five9 obligations for the engagement. • Demonstrate proficiency by utilizing appropriate language in Five9 SOW contracts. • Provides technical and process guidance to other PS SOW team members. • Manage and negotiate customer facing SOW redlines. • Think critically and creatively while remaining flexible and within the bounds of established Five9 process. • Establish and maintain competency related to Five9 products, including external third-party products. • Delivery of SOWs for requests requiring advanced technical proficiency in Five9 products and services including but not limited to Advanced IVR development work for Enterprise Accounts, Custom-developed PS Assets such as Secure Payment Capture, Advanced Five9 CRM integration for a variety of third-party platforms (i.e. Salesforce, Netsuite, Zendesk, Zoho and other providers), Advanced (WFO) Custom Report development requests, Advanced Five9 VCC Configuration.

• Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures. • Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users. • Manage ticketing systems, ensuring timely resolution and proper escalation of issues. • Perform password resets, account provisioning, and remote assistance for end-users. • Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment. • Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity. • Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees. • Assist with IT purchasing hardware and software as needed. • Participate in developing and implementing standard operating procedures and customer service guidelines for IT support. • Collaborate on global IT projects and initiatives with colleagues across Five9 sites. • Provide occasional off-hours support, including evenings and weekends. • Perform other related duties as assigned.

• Partner with direct and indirect sales teams to acquire new Five9 customers and increase Five9 footprint within the install base • Drive and engage prospect facing solution discovery, with a focus on integrating Five9 technology into an organization’s existing infrastructure • Translate customer business needs/outcomes to technical solutions • Provide subject matter expertise to Five9 Sales Directors and Solution Consultants • Educate, enable, and empower Five9 direct and indirect sellers • Deliver customized solution demonstrations & presentations • Remain up to date on the latest technologies with respect to all things Contact Center and CX AI • Answer prospect/customer-initiated Requests for Proposal (RFP) and Requests for Information (RFI) • Effectively communicate opportunity engagement plans, progress, and status to both internal and customer organizations • Continually seek out opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization • Develop materials in-line with specific sales and/or services opportunity requirements • Work with Professional Services to align on configuration of products for customers and ensure a seamless pre to post sales transition • Identify and initiate opportunities for continual team process improvement while working with cross team internal stakeholders • Work with Marketing and Product Managers to define new products & initiatives and provide insight from the field back to these groups • Must be able to travel nationally on short notice, up to 60% at times, providing on-site consulting work to clients in addition to working remotely from your home office

• Lead the end‑to‑end commission process for hundreds of quota‑carrying reps, ensuring accurate and timely payouts. • Manage a small team, providing coaching, workload prioritization, and performance guidance. • Act as the primary escalation point for commission disputes, complex calculations, and off‑cycle adjustments. • Partner closely with Sales Operations, Deal Desk, Payroll, and HR to ensure alignment on compensation plans, bookings, and employee data. • Serve as the system owner for the Company ICM, including plan configuration, calculation logic, hierarchies, crediting rules, and rate tables. • Design, maintain, and enhance commission models to support evolving compensation plans, new sales roles, SPIFFs, and business initiatives. • Perform and oversee calculation validation, tie‑outs, and variance analysis prior to payout approval. • Ensure scalability and auditability of models as the sales organization grows and plan complexity increases.

• Plan and execute end-to-end international campaigns across email, nurture, webinars, blogs, social, events and syndication. • Manage timelines, stakeholders and delivery across multiple regions. • Track performance and optimise for pipeline impact. • Adapt global campaigns for EMEA, LATAM and Canada. • Ensure messaging reflects local language, cultural nuance, regulatory needs and market priorities. • Manage translation and regional review workflows where required. • Own webinar strategy and execution from topic development to follow-up. • Drive registration, attendance and post-event meeting conversion. • Build segmented email campaigns and multi-step nurture journeys. • Continuously test and optimise for engagement and conversion. • Manage 3rd-party syndication vendors and targeting criteria. • Monitor CPL, lead quality and downstream conversion. • Create campaign messaging and assets including emails, landing pages, outreach copy and toolkits. • Lead blog production aligned to campaign themes. • Drive social amplification to increase engagement and registrations. • Promote owned and 3rd-party events with measurable outcomes. • Extend campaigns through partners using scalable Campaign in a Box toolkits. • Support ABM outreach creation for priority accounts. • Align tightly with LDR/BDR teams to ensure strong follow-up, speed-to-lead and meeting conversion. • Maintain closed-loop reporting to improve performance.

• 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.