Product Owner – Five9
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Job Description
Product Owner enhancing Five9 cloud contact-center platforms for Miratech, a global IT services and consulting company. Driving backlog delivery, dialing optimization, releases, and operational improvements.
Responsibilities:
- Support the Product Manager in executing the product roadmap for the Five9 Dialer platform
- Partner with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams to gather business requirements and define product enhancements
- Translate business requirements into user stories, acceptance criteria, and prioritized backlog items
- Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives
- Coordinate the delivery of new features, enhancements, upgrades, and production releases
- Support user acceptance testing, defect triage, production validation, and release readiness activities
- Monitor product performance and operational metrics to identify opportunities to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes
- Collaborate with Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and support platform stability
- Assist with implementation of new dialing capabilities, automation, integrations, and workflow improvements
- Develop product documentation, process guides, release communications, and training materials
- Analyze user feedback and operational insights to recommend product improvements and future roadmap opportunities
- Ensure platform capabilities align with regulatory, security, and compliance requirements
Requirements:
- 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline
- Experience working with Five9 Cloud
- Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing, and campaign management
- Experience with CRM integrations, IVR, call routing, or workforce optimization platforms
- Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance
- Familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies
- Experience working with cross-functional teams across Product, Technology, Operations, and Vendor organizations
- Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools
- Experience with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms
- Experience supporting digital servicing channels such as voice, chat, SMS, or messaging
- Familiarity with customer authentication, identity verification, or fraud prevention solutions
- Experience using analytics and reporting tools such as Power BI, Tableau, SQL, or Excel
- Exposure to regulated industries such as financial services is a plus
Benefits:
- Health insurance
- Language courses
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Collaboration on impactful projects for top global clients
- Inclusive and supportive work environment with open communication
- Regular team-building company social events
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