Senior Technical Product Manager, Core CCaaS Application Scale and Enterprise

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. Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results To complement our rapid growth, we are actively looking for a talented and experienced Senior Technical Product Manager, Core CCaaS Application Scale and Enterprise Delivery to join our team. You will own the product roadmap for the capabilities that allow the largest, most operationally complex enterprise customers to deploy, configure, and operate Five9s Intelligent CX Platform at scale- covering everything from provisioning automation and multi-tenant resource governance to release orchestration, observability pipelines, and compliance-ready data residency controls. You will work at the intersection of engineering, professional services, and enterprise architecture, translating deep technical complexity into a coherent product strategy that directly governs how multiple marquee enterprise customers go live, stay healthy, and expand on Five9. You will own decisions that affect reliability SLAs, deployment velocity, and the configuration governance models that let enterprise organizations manage thousands of agents across business units, geographies, and regulations. If you have built platform products that engineers and enterprise architects respect - and you can hold your own in a whiteboard session on tenant isolation, entitlement enforcement, shared object pools - this role was designed for you. Responsibilities Product Roadmap. Own and evolve the roadmap for Core CCaaS Application Scale and Enterprise Delivery, from multi-tenant federated architecture improvements and shared objects governance to enterprise onboarding automation and configuration management - translating technical discoveries and voice-of-customer signals into a prioritized, outcome-driven backlog that engineering leads and executives can both align toManaging Operations at Scale. Lead discovery and requirements definition for configuration-at-scale features: hierarchical object inheritance models, configuration templates, bulk changes, and tenant-level override controls that allow administrators to manage complex routing, skills, campaigns, and IVR logic across hundreds of queues and thousands of agents without per-object manual overheadArchitecture Partnership. Partner with solution architects to review technical designs for multi-tenant platform changes, ensuring that new capabilities maintain logical tenant isolation, enforce entitlement boundaries, and support the resource allocation strategies - shared agent pools, concurrent licensing metering, dynamic capacity allocation - that underpin Five9s enterprise commercial modelObservability & Operations. Own the observability and operational health product surface: define requirements for platform telemetry coverage (metrics, distributed tracing, structured logging), drive the build-out of customer-facing health dashboards and SLA reporting, and ensure engineering teams instrument new capabilities to Five9s internal observability standardsProduct Documentation. Write clear, technically precise PRDs, API design briefs, and acceptance criteria that engineering leads can implement without repeated clarification; maintain living documentation for platform architecture decisionsMetrics Ownership. Drive product goals, KPI ownership, and metric instrumentation for platform-scale outcomes: enterprise onboarding cycle time, configuration incidents, and product latency etcPrioritization Rigor. Apply rigorous prioritization frameworks - RICE scoring, MoSCoW tiering, opportunity scoring models - to maintain a defensible, stack-ranked backlog across competing demands from professional services, customer success escalations, enterprise deal requirements, and long-term product sustainability investmentsVoice of Customer. Synthesize voice-of-customer intelligence across the enterprise portfolio - structure and maintain a living repository of enterprise customer pain points, workarounds, and unmet platform needs, and present quarterly findings to product leadership with