Miratech
Associate Product Manager – Five9 Dialer
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Company Description
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%.
Job Description
Miratech is looking for an Associate Product Manager – Five9 Dialer to support the strategy, development, and continuous improvement of the Five9 cloud contact center platform. The role will work closely with Product, Technology, Operations, Workforce Management, Analytics, and vendor teams to deliver capabilities that improve agent productivity, dialing performance, customer experience, and operational efficiency.
Responsibilities
- Support the Product Manager in executing the Five9 Dialer product roadmap.
- Gather requirements and translate business needs into user stories and acceptance criteria.
- Support backlog prioritization, sprint planning, refinement, reviews, and retrospectives.
- Coordinate feature delivery, enhancements, upgrades, UAT, and production releases.
- Monitor product and operational KPIs to identify improvement opportunities.
- Partner with Five9 and internal teams to troubleshoot issues and improve platform stability.
- Support integrations, automation, workflow improvements, and new dialing capabilities.
- Create product documentation, release communications, and training materials.
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Qualifications
- Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or a related field, or equivalent work experience.
- 2–5 years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
- Experience supporting enterprise software products through the full product lifecycle.
- Familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies.
- Strong analytical and problem-solving skills with the ability to interpret operational data and recommend improvements.
- Excellent communication and stakeholder management skills.
- Experience working with cross-functional teams across Product, Technology, Operations, and Vendor organizations.
- Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Nice to Have:
- Experience working with Five9, Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms.
- Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing, and campaign management.
- Experience with CRM integrations, CTI, IVR, call routing, or workforce optimization platforms.
- Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance.
- Experience supporting digital servicing channels such as voice, chat, SMS, or messaging.
- Familiarity with customer authentication, identity verification, or fraud prevention solutions.
- Experience using analytics and reporting tools such as Power BI, Tableau, SQL, or Excel.
- Exposure to regulated industries such as financial services is a plus.
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Additional Information
We offer:
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
Miratech is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
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