AIA Delivery Program Manager

As a key contributor to the Professional Services Team, the ideal candidate will be a passionate, self-managed individual who can work well with a cohesive team to help delight customers and grow business.
Key Responsibilities:

• Lead and manage all day-to-day operational and tactical aspects of multiple implementation projects.
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Own the project and time tracking aspects of customer projects inside Five9’s PS Automation tool.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers.

Key Qualifications:

• 5+ years as a Project Manager, Program Manager, Scrum Master or Release Train Engineer or combination thereof.
• Exposure to Artificial Intelligence voice and digital solutions.
• Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, InContact, Interactive Intelligence and/or Mitel) is highly desired.
• Experience with Tracking tools such as Monday.com, JIRA, Agile Central or Rally is preferred.
• Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little to no oversight and/or direction.
• Must have experience with managing large, strategic projects across multiple workstreams.
• Willing to travel up to 5-10% nationally.
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• One or more of the following certifications is preferred; PMP, PRINCE2 and Agile or Kanban related certifications.

Key Skills:

• Must possess a strong combination of project management skills, technical call center expertise, AI, and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
• Strong knowledge of SaaS, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices.
• Must be a strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems;
• Exceptional with time management and organization.