Senior Technical Product Manager - Scale Tools for Implementation Partners

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.

To complement our rapid growth, we are actively looking for a talented and experienced Senior Technical Product Manager to join our team. Five9’s partner ecosystem is a key delivery channel for large, most complex enterprise CCaaS deployments in the world. These partners run multi-month, multi-million-dollar contact center transformation programs on behalf of enterprise clients, and the speed, reliability, and quality of those deployments depend directly on the tooling Five9 provides. This role is to evolve the partner tooling capabilities and make them future ready. You will own the product strategy and roadmap for the full suite of capabilities that partners use to deploy, configure, monitor, and support Five9: portals, implementation automation APIs, sandbox and pre-production environment management, partner-facing monitoring and health dashboards, support escalation tooling to deliver Five9 at enterprise scale. You will be the product owner for Five9’s partner experience layer - the developer-facing and delivery-facing surface that sits between Five9’s platform and the partners architect/engineer configuring large scale deployments. If you have built developer or partner tooling from platform perspective and understand the operational realities of software implementations, this role is for you.

Responsibilities

• Roadmap Ownership. Own and evolve the end-to-end partner implementation tooling roadmap - spanning portal capabilities, provisioning and configuration, sandbox environment management, deployment automation frameworks, partner monitoring dashboards, and support escalation tooling - with a clear prioritization rationale tied to measurable reductions in partner delivery cost and cycle time.
• Sandbox & Pre-Production Environments. Define the self-service lifecycle for partner sandbox provisioning (request, configure, extend, teardown) and needs to build and test integration scripts required for deployment.
• Partner Monitoring & Health. Define partner-facing monitoring and operational health tooling: real-time tenant health dashboards accessible to partner managed services teams, SLA attainment reporting APIs, alert webhook integrations that feed into partner NOC tooling (ServiceNow, PagerDuty).
• Product Documentation. Write precise, implementation-ready API design briefs, partner-facing technical documentation standards, and PRDs that distinguish between the tooling Five9 builds and the integration patterns Five9 expects partners to follow.
• Metrics & Goals. Define goals and own the metrics that measure partner tooling effectiveness: partner time-to-first-successful-deployment, sandbox-to-production configuration score, support ticket volume per deployment, etc.
• Prioritization 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 platform sustainability investments.
• Voice of partner. Synthesize voice-of-partner intelligence across the enterprise portfolio: structure and maintain a living repository of pain points, workarounds, and unmet needs, and present quarterly findings to product leadership with supporting data and recommended roadmap adjustments.
• Cross-team leadership. Lead cross-functional core team sessions to achieve common goals from concept to development to launch and early customer adoption.

Qualifications

• 5+ years in technical product management focused on developer tools, partner-facing APIs, platform SDKs, or systems integrator enablement tooling at a B2B SaaS company; you have shipped tooling that external technical users.
• Experience in a partner or developer portal product: you have defined the information architecture, access control model, content governance framework, and self-service workflow design for a portal used by external technical users at scale.
• Demonstrated fluency in cloud-native platform concepts sufficient to participate meaningfully in technical design reviews, not just read the output.
• Track record of managing matrix relationships as a product lead: you have run discovery sessions with architects, presented roadmaps to leaders, and navigated the organizational complexity of review processes.
• Familiarity with monitoring and observability tooling: you have defined requirements for partner-facing health dashboards, alert webhook specifications, or SLA reporting APIs that integrate with external NOC platforms such as ServiceNow, PagerDuty, or Splunk.
• Experience defining and owning product metrics end-to-end: you know how to instrument a feature for measurement at the time of design, not as an afterthought.
• Proficiency writing technical specifications that engineers trust: structured PRDs with explicit data models, API needs, edge-case handling, and acceptance criteria written at a level of detail that reduces back-and-forth.
• Understanding of contact center, unified communications, or collaboration applications is a plus.
• User focused, self-starter, assertive and result-oriented individual who demonstrates ownership.
• Effective communicator with strong interpersonal skills to collaborate with cross-functional teams.
• Ability to deal with ambiguity and uncover key objectives to be achieved for the product.

Education

• Bachelor's degree in engineering or technical field.
• An advanced degree in engineering or a business discipline is a plus

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flex Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance
• 25 day Annual Leave + Public Holidays

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.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.