Job Description

Key Responsibilities:

• Lead strategic, client-facing CX Advisory engagements for Five9’s highest-value customers and prospects, assessing current-state CX and contact center performance across people, process, and technology, with a strong focus on AI, automation, and self-service opportunities that enable scalable transformation and CX maturity. Includes assessments, workshops, agent observations and transformation planning.
• Engage with business executives, decision-makers, and key influencers (through interviews and workshops) to uncover and align on CX and business priorities, operational challenges, performance metrics, and transformation goals, helping customers navigate the evolving AI landscape and define their path toward more automated, insights-driven CX operations.
• Translate qualitative and quantitative insights into actionable CX transformation roadmaps, identifying opportunities to improve efficiency, self-service adoption, and AI-enabled outcomes through data-driven analysis, maturity models, and industry best practices.
• Synthesize findings into clear, compelling deliverables and executive-ready presentations, ensuring alignment across technical and business stakeholders while reinforcing measurable value realization and post-engagement optimization.
• Develop and support impact realization plans that track progress toward customer business outcomes, through post-engagement alignment and value tracking, and providing guidance on optimization and remediation opportunities.
• Support the continued development of the CX Advisory practice within Five9’s Go-to-Market (GTM) Sales Strategy organization by enhancing consulting engagement methodologies, creating scalable assets (e.g., frameworks, templates, and documentation), and defining performance and success metrics.
• Collaborate closely with Five9 GTM Strategy, Sales, Customer Success, and Services teams to identify, position, scope and pursue CX Advisory opportunities that drive CX and strategic customer outcomes, supporting proposal development.
• Partner with cross-functional teams, including GTM Strategy, Sales, Solutions Consulting, Professional Services, Product Management and Marketing, to influence the evolution of Five9’s solution offerings based on client needs and market demand.
• Mentor junior consultants and support team knowledge-sharing and quality assurance across projects.

Key Qualifications:

• Education - Bachelors or Equivalent Experience Preferred
• Years of experience – 10+ Years Preferred (consulting, CX strategy, IVA/DVA, AI and Automation and contact center operations)
• Practical experience and leadership in digital transformation and contact center
• Understanding and subject matter expertise in any of the following is preferred: CX, digital channels (chat, text, IVA), self-service, contact center operations, agent experience, service delivery best practices, workforce engagement, use of AI and automation, premise to cloud migration and/or performance optimization.
• Working knowledge of voice (IVA) and digital (DVA) automation and how these channels can address business needs (technical capabilities, design best practices, omni-channel considerations) is preferred
• Prior consulting experience strongly preferred
• Finance and Healthcare vertical experience strongly preferred
• Extensive on-site and web-based presentation experience and skills
• Exemplary verbal, written and presentation skills with the ability to foster effective, trusted relationships
• Experience using MS Office, specifically Excel and Power Point to be used for analysis and presentation purposes is preferred
• Experience using BI Tools (Tableau, Looker, etc.), collaboration platforms (Monday.com) and AI tools to suppose the workplace (e.g., ChatGPT, Google Gemini, etc.) is advantageous
• Ability to Travel (25-40%)