Principal Product Manager, Agentic QM

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. About the Role We are seeking a Principal Product Manager, Agentic QM to lead the future of AI-driven quality management at Five9. In this pivotal role, you will shape the strategy and execution of groundbreaking agentic AI solutions that transform how contact centers evaluate, optimize, and elevate customer interactions at scale. As a principal-level product leader, you will drive innovation at the intersection of artificial intelligence and quality management, building autonomous AI agents that don't just analyze interactions but continuously learn, adapt, and recommend improvements. You'll position Five9 as the undisputed leader in intelligent quality management, delivering products that fundamentally change how organizations approach quality assurance. We're looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking and stakeholder influence. The ideal candidate brings a proven track record in AI/ML product management, demonstrated expertise in agentic AI architectures, and a passion for solving complex problems through autonomous intelligent systems. You should be equally comfortable discussing LLMs, RAG architectures, and multi-agent systems with engineers as you are presenting strategic roadmaps to executive leadership. This position is based in the US. You will lead and collaborate with a global team spanning the United States, Portugal, and India. What You'll Do Strategic Leadership Define and drive the end-to-end product vision and strategy for Five9's agentic quality management platform, aligning with company objectives and market opportunities Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility Serve as the internal and external thought leader on agentic AI applications in contact center quality management, representing Five9 at industry events and with key customers Conduct deep competitive and market analysis, identifying emerging trends in automated quality management, agentic AI, and contact center technologies Product Development & Execution Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities Design and oversee the development of autonomous AI agents that perform sophisticated quality management tasks: interaction evaluation, pattern recognition, root cause analysis, coaching recommendations, and continuous improvement Define detailed product requirements for complex agentic systems, including agent planning, tool use, decision-making logic, and learning mechanisms Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance and ensure successful adoption Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed Go-to-Market & Business Impact Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated agentic QM capabilities Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage Build business cases and ROI models that demonstrate the value of agentic quality management solutions Team Development & Leadership Mentor product managers and associate product managers, elevating the team's capabilities in AI/ML and quality management Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design Foster a culture of innovation, experimentation, and continuous learning within the product organization What You Bring Required Qualifications Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus 9+ years of experience in B2B SaaS product management, with significant focus on AI/ML-powered products Deep, hands-on understanding of AI technologies and their evolution: machine learning, natural language processing, Large Language Models, and agentic AI systems Proven track record of successfully launching and scaling AI/ML products from conception through growth Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations Strong business acumen with experience in product positioning, pricing, and go-to-market strategy Outstanding communication skills, able to influence senior stakeholders and translate complex technical concepts for diverse audiences Experience leading through influence in matrixed, global organizations with distributed teams Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations Preferred Qualifications Deep domain expertise in Automated Quality Management (AQM), contact center quality assurance, or workforce optimization technologies Hands-on experience designing and building agentic AI platforms, including autonomous agents with planning, reasoning, and learning capabilities Experience with forward deployment models, working directly with customers during implementation, onboarding, and optimization phases to drive adoption and value realization Strong understanding of contact center operations, quality frameworks (COPC, Six Sigma, Lean), and performance management best practices Technical proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns (ReAct, Chain-of-Thought, tool use, multi-agent orchestration) Knowledge of AI evaluation methodologies: quality scoring, hallucination detection, bias assessment, performance monitoring, and continuous improvement Experience with AI agent orchestration frameworks and platforms Background working in fast-paced, high-growth SaaS companies serving enterprise customers Previous experience managing products in global, distributed teams across multiple time zones Why Five9 Join Five9 at a transformative moment as we pioneer the next generation of AI-powered contact center solutions. You'll have the opportunity to work on cutting-edge agentic AI technology, shape products used by thousands of contact centers worldwide, and make a meaningful impact on how organizations deliver exceptional customer experiences. Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process. Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans. Our total reward package also includes: Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching. Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents. Generous employee stock purchase plan. Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave. All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties. The US base salary range for this role is below. $135,300 — $398,200 USD 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. View our privacy policy, including our privacy notice to California residents here: . Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.