Job 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. 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. We are seeking Principal Product Manager, Google Gemini Enterprise for Customer Experience (GECX) to lead seamless integration of Five9 contact center services with Google GECX that includes Agent Assist, Conversational Insights and Quality AI. In this pivotal role, you will shape the strategy and transformation beyond simple digital interactions and passive tools to AI agents that can execute complex, multi-step actions autonomously across every consumer touchpoint. As a principal-level product leader, you will drive innovation at the intersection of user experience, digital channels, and artificial intelligence. You'll position Five9 as the undisputed leader in intelligent customer experience. We're looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking and stakeholder influence. The ideal candidate brings a proven track record in user experiences, digital channels, AI/ML product management, and a passion for solving complex problems through AI. This position is based in our US offices with hybrid work arrangements. You will lead and collaborate with a global team spanning the United States, Portugal, and India. What You'll Do Strategic Leadership Define and drive the end-to-end product vision and strategy for Five9's integration with Google GECX aligning with company objectives and market opportunities Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility Serve as the internal and external thought leader on Five9-Google GECX integration, representing Five9 at industry events and with key customers Conduct deep competitive and market analysis, identifying emerging trends in CX and autonomous agents Product Development & Execution Define detailed product requirements for the integration with Google GECX effort across Five9’s core apps, UX, data reporting and various digital channels Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities Design and oversee the integration with Google’s AI agents that perform sophisticated customer experiences tasks including multi-step actions autonomously across every consumer touchpoint. Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed Go-to-Market & Business Impact Partner closely and effectively with Google R&D and GTM teams on this strategic partnership Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated CX capabilities via Google GECX Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage Build business cases and ROI models that demonstrate the joint value of Five9 and Google GECX Team Development & Leadership Mentor product managers and associate product managers, elevating the team's capabilities Foster a culture of innovation, experimentation, and continuous learning within the product organization Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design What You Bring Required Qualifications 8+ years of experience in B2B SaaS product management, with significant focus on user experience and AI/ML-powered products Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus Proven track record of successfully launching and scaling Applied AI products from conception through growth Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations Strong business acumen with experience in product positioning, pricing, and go-to-market strategy Outstanding communication skills, able to influence senior stakeholders and translate complex technical concepts for diverse audiences Experience leading through influence in matrixed, global organizations with distributed teams Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations Preferred Qualifications Deep domain expertise in Applied AI and autonomous agents, contact center quality assurance, or customer experience tech stacks Experience with forward deployme
