WEM Strategic Project Manager

As part of our continued growth, Five9 is seeking a highly skilled Workforce Engagement Management (WEM) Strategic Project Manager with deep expertise in the Verint suite. This role is responsible for driving high-impact strategic programs, ensuring governance and execution excellence, and aligning customer outcomes with business goals. The Strategic PM serves as a customer-facing leader, orchestrating cross-functional resources and ensuring successful delivery of enterprise-level initiatives

What You’ll Do

• As a WEM Strategic Project Manager, you will be accountable for ensuring the success of strategic customer initiatives, with a strong focus on the Verint suite. You will:
• Lead and oversee full lifecycle delivery of strategic WEM projects, ensuring scope, timelines, and business goals are achieved.
• Provide strategic guidance to customers on best practices for maximizing value from Verint products.
• Coordinate internal and external resources including consultants, solution architects, and trainers to ensure customers receive expert support.
• Mentor and develop junior Project Managers, providing leadership and ensuring consistency in delivery standards across the team.
• Partner with stakeholders across Product, Support, Engineering, and Implementation to create and execute enterprise-level project roadmaps.
• Act as the primary executive liaison, ensuring alignment between customer leadership and Five9 executives on program vision, strategy, and outcomes.
• Ensure governance and compliance of project delivery by driving process consistency, documentation, and clear handovers.
• Manage executive-level customer communications, providing regular business reviews, risk assessments, and clear escalation management.
• Identify risks, dependencies, and scope changes early, providing proactive mitigation strategies and ensuring alignment with business outcomes.
• Drive accountability for project timelines, customer satisfaction, and measurable success metrics.

Revenue Accountability

• Ensure strategic projects align with and contribute to Five9 revenue goals, supporting quarterly and annual commitments.
• Track and report on project revenue impacts, ensuring accurate forecasting and alignment with Statements of Work (SOWs).
• Partner with Sales and Finance teams to identify risks to revenue recognition and proactively implement corrective actions.
• Influence customer project timelines and go-live success to ensure timely revenue recognition and sustained customer value.
• Maintain a strong focus on accelerating time-to-value for customers while protecting Five9’s revenue commitments.

What You Bring

Technical and Product Expertise

• Required: Hands-on Verint suite project delivery experience.
• Required: Working knowledge of Genesis, NICE, and Five9 platforms; experience with Calabrio, CSI, or Aspect is highly desirable.
• Strong understanding of SaaS platforms, CRM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and enterprise contact center operations.
• Familiarity with advanced capabilities such as Performance Management, Speech/Text Analytics, and Desktop Analytics.
• Spanish-speaking skills are a plus. 

Qualifications

• Bachelor’s degree in a related field or equivalent professional experience.
• Verint accreditations strongly preferred, or willingness to obtain within the first 6 months.
• Equivalent years of experience may substitute for certifications.
• Project Management Professional (PMP), PRINCE2, or comparable project management certification is preferred.
•  Agile or Scrum Master certifications are a plus.
  

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)