Principal Product Manager, Agentic QM

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 our US offices with hybrid work arrangements. 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
• Hands-on experience designing and building agentic AI platforms, including autonomous agents with planning, reasoning, and learning capabilities
• 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
• 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.