Five9 - Project Manager - PMP / Prince2 Certified

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 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 You Bring 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 :

Tool Knowledge :

Soft Skills :

Industry Experience :

(ref : hirist.tech)