Lead Consultant, CX Advisory, GTM Strategy Team

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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.

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%)

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$108,500—$252,400 USD

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.  

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.