Five9 delivers the most reliable cloud contact center that empowers organizations to deliver extraordinary customer experiences. Request a demo! Backed by Sapphire.
About the role
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.
What they're looking for
- 15+ years in operations transformation, shared services, business process automation, or an internal strategy/transformation office, with a track record of shipping the work rather than just recommending it
- Direct experience with one or more back-office functions (Finance/Accounting, HR, Legal, IT, or Procurement) from the inside, not only as an outside advisor
- Experience running or contributing to a structured organizational diagnostic (employee interviews, process observation, benchmarking) and turning it into a ranked, fundable opportunity portfolio
- Hands-on experience delivering automation (RPA, workflow tooling, or AI-native applications) from scoping through a measured pilot, beyond evaluating vendors
- Experience partnering with an internal technology or business-systems team to stand up new tooling, highly recommended
- Strong quantitative skills, including building and defending a value-measurement approach that separates real business impact from time-savings alone
More about this role
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.
The Principal, Back-Office AI Transformation owns hands-on delivery of Five9’s internal back-office AI automation agenda. This individual-contributor role belongs to someone who does the work directly: they scope a use case, build or stand up the automation, and prove out the value, rather than direct others to do it. As pilots convert into a scaled program, we expect this role to grow into building out the team behind it: forward-deployed engineers and process professionals, human and agentic.
- Run the diagnostic as an ongoing discipline. Baseline and reassess opportunities continually, drawing on employee input, process observation, and benchmarking, to keep the portfolio pointed at real value outcomes.
- Deliver the pilot: a bounded, evidence-generating...
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