Associate Product Manager – Five9 Dialer

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business.

We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

The
Product Manager plays a key role in shaping and enhancing a cloud-based customer engagement platform that supports large-scale service operations. Working cross-functionally with Technology, Operations, Workforce Management, Analytics, and external partners, this role drives the delivery of capabilities that optimize customer outreach strategies, improve agent effectiveness, enhance customer interactions, and increase operational efficiency.

The successful candidate will translate business objectives into actionable product requirements, prioritize and manage the product backlog, coordinate feature implementation, and leverage data-driven insights to continuously improve platform capabilities and business outcomes. This role offers the opportunity to influence the evolution of a critical customer engagement platform that enables seamless and efficient customer experiences across a global organization.

Responsibilities:

• Support the Product Manager in executing the product roadmap for the Five9 Dialer platform.
• Partner with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams to gather business requirements and define product enhancements.
• Translate business requirements into user stories, acceptance criteria, and prioritized backlog items.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Coordinate the delivery of new features, enhancements, upgrades, and production releases.
• Support user acceptance testing (UAT), defect triage, production validation, and release readiness activities.
• Monitor product performance and operational metrics, identifying opportunities to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
• Collaborate with Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and support platform stability.
• Assist with implementation of new dialing capabilities, automation, integrations, and workflow improvements.
• Develop product documentation, process guides, release communications, and training materials to support adoption.
• Analyze user feedback and operational insights to recommend product improvements and future roadmap opportunities.
• Ensure platform capabilities align with regulatory, security, and compliance requirements.
• Going to Office in London or Brighton 3 days a week.

• 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
• Experience working with Five9 Cloud.
• Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing, and campaign management.
• Experience with CRM integrations, IVR, call routing, or workforce optimization platforms.
• Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance.
• Familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies.
• Experience working with cross-functional teams across Product, Technology, Operations, and Vendor organizations.
• Proficiency with Jira, Azure Dev Ops, Confluence, or similar Agile delivery tools.

Nice…