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.

*This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

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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.

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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.

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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.

Strategic Project Management Skills

• Proven track record of managing complex, high-value strategic programs in fast-paced enterprise environments.

• Skilled in governance, scope management, and cross-functional coordination.

• Strong ability to mentor, coach, and guide junior PMs to elevate team capability.

• Demonstrated success delivering against defined KPIs such as 95 percent on-time delivery, 90 percent customer satisfaction, revenue alignment, and project milestones.

• Ability to manage executive stakeholders and influence outcomes without direct authority.

Tool Knowledge

• Required: Proficiency in project and collaboration tools including JIRA, Monday.com, SharePoint, Smartsheet, and Salesforce.

• Required: Experience with PSA tools.

Soft Skills

• Excellent customer service skills with a solutions-focused, professional approach.

• Strong executive presence with the ability to confidently present to and influence senior leadership.

• Exceptional communication, facilitation, and stakeholder management skills across technical and business audiences.

• Highly resilient and adaptable, with the ability to manage competing priorities under pressure.

• Strategic thinker who can align project delivery with long-term business outcomes and customer success.

• Skilled at building consensus and influencing without direct authority across global, cross-functional teams.

• Strong conflict resolution and negotiation abilities, ensuring positive outcomes in challenging situations.

• Natural collaborator who fosters trust and teamwork across internal and customer organizations.

• Proactive problem solver who anticipates roadblocks and drives creative solutions.

• Strong organizational and time management skills, balancing multiple priorities in fast-paced environments.

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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.

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Industry Experience

• Extensive background in WEM, customer experience, and enterprise contact center environments is mandatory.

• Experience aligning enterprise WEM solutions with business outcomes and strategic revenue goals.

• Experience managing enterprise-level projects across global regions and multiple time zones.

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Why Join Five9

• Industry leader in cloud contact center innovation, serving top global brands.

• Remote-first role with exposure to high-profile enterprise customers.

• Continuous learning with access to training, certifications, and cross-platform expertise.

• Collaborative, high-performance culture where your expertise directly impacts customer success.