Job details

Manager, WEM (Platform Engineering)

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.

A great opportunity has arisen for a manager within the WEM Platform engineering function team. You will be responsible for overseeing and leading multiple programs within the WEM team. You will play a pivotal role in ensuring that projects are delivered on time and for overseeing the scoping and development of custom integrations for our WEM solutions. Your leadership will be critical in aligning cross-functional teams, managing stakeholder expectations, and driving continuous improvement in program management processes.

This role is expected to be up to 50% billable, with the remainder of the time spent supporting Five9 WEM project provisioning, solution deployments, customer integration requests, or performing day-to-day support and management of the WEM PE and integration team.

Responsibilities

Supporting Custom integration via API, adaptor or direct DB query .
Program Leadership: Provide strategic direction and leadership for a portfolio of programs, ensuring alignment with organizational goals and strategic objectives.
Stakeholder Management: Build and maintain strong relationships with key stakeholders, including executives, team members, and external partners. Effectively communicate program status, risks, and mitigation plans to stakeholders at all levels.
Cross-Functional Collaboration: Collaborate with cross-functional teams to define project scope, objectives, and deliverables. Foster a culture of collaboration and accountability to ensure the successful execution of programs.
Resource Management: Effectively allocate resources to support program objectives. Identify resource constraints and work with stakeholders to address any resource gaps.
Risk Management: Identify, assess, and mitigate risks throughout the program lifecycle. Develop risk mitigation strategies and contingency plans to ensure successful program delivery.
Budget Management: Manage program budgets and financials, including quarterly forecasting, tracking, and reporting. Ensure programs are delivered within budget constraints and seek opportunities for cost optimization. Ensure the team's billable utilization and quarterly revenue targets are met.
Quality Assurance: Establish and maintain quality standards for program deliverables. Implement processes and metrics to monitor and measure program performance and quality, ensuring the Five9 WEM team meets or exceeds its NPS target.
Continuous Improvement: Drive continuous improvement in program management processes and methodologies. Identify areas for optimization and implement best practices to enhance program delivery efficiency and effectiveness.
Team Development: Coach, mentor, and develop program management team members. Provide guidance and support to help team members grow their skills and capabilities.
Coordinate with other department leaders to define and prioritize projects to be initialized.
Continuous improvement of existing project management office policies and processes.
Support Partner Enablement and strategic change initiatives
Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussions with customers and prospects.
Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs.

Experience

Experience implementing WEM and/or Contact Centre solutions with Verint, NICE, Pipkins, and VO products.
Detailed knowledge of process optimization methodologies, tools, and techniques, with a record of innovating to resolve problems.
Extensive experience leading multi-disciplinary / cross-functional projects.
API Integration: Proficiency in integrating various systems using APIs, ensuring seamless data flow and functionality.
SQL Scripting: Strong skills in SQL for querying, updating, and managing databases.
Project Management: Ability to plan, execute, and oversee projects, ensuring they are completed on time and within budget.
Technical Leadership: Leading and mentoring a technical team, providing guidance and support.
Problem-Solving: Identifying and resolving technical issues efficiently.
Communication: Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders.
Agile Methodology: Experience with Agile practices to manage and deliver projects iteratively and incrementally.
System Design and Architecture: Designing robust and scalable systems that integrate with Verint and other platforms.
Process-orientated with excellent attention to detail.
Able to interpret and act on customer insights, highlight knock-on effects, and escalate where appropriate.
Excellent written and verbal skills.
Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and understanding clients’ needs are imperative.
Proven experience in managing PS Teams.
Self-starter possessing excellent time management skills and be able to manage multiple implementation and sales activities simultaneously.
8+ years’ experience in a senior technical role

Qualification

BA/BS or equivalent experience.
Programing / or SQL Qualification

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.
Employee discounts based on needs and interests—from everyday essentials to big ticket purchases all access through our Five9 Discount Hub.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays (including a winter break in the US at the end of the year), annual 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.

$118,600—$166,500 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.

Average salary estimate

$142550 / YEARLY (est.)

min

max

$118600K

$166500K

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What You Should Know About Manager, WEM (Platform Engineering), Five9

Are you ready to take your career to the next level? Join Five9 as a Manager in our WEM (Workforce Engagement Management) Platform Engineering team, where you'll lead exciting projects and drive collaboration across teams while working remotely from anywhere in the United States! At Five9, we pride ourselves on fostering a culture that celebrates diversity and inclusivity, ensuring that our employees feel empowered to bring their authentic selves to work. As a key leader in the WEM team, you will oversee multiple programs, ensuring they align with our strategic goals and are delivered on time. Your role will involve engaging with various stakeholders, fostering strong partnerships, and providing strategic direction for custom integrations. With a focus on risk management, quality assurance, and continuous improvement, you’ll be instrumental in creating top-notch solutions for our clients. You’ll also lead and mentor your team, guiding them in project management execution and resource allocation. If you have extensive experience in program leadership, API integration, and cross-functional collaboration, we’d love to have you on board. Take charge of your career and help us bring joy to customer experiences at Five9!

Frequently Asked Questions (FAQs) for Manager, WEM (Platform Engineering) Role at Five9

What are the main responsibilities of a Manager in WEM Platform Engineering at Five9?

As a Manager in the WEM Platform Engineering team at Five9, your main responsibilities will include overseeing multiple programs, leading the development of custom integrations, managing stakeholder relations, and fostering cross-functional collaboration. You'll drive initiatives for budget management, resource allocation, risk assessment, and quality assurance to ensure successful program delivery.