Director, Solution Consulting Operations
About the role
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. This role requires equal parts strategic vision and technical credibility.
Responsibilities
Own the vision, architecture, and roadmap for Five9's SC demo environment — evolving it from a manually managed asset into a modern, self-service platform.
Drive the shift toward on-demand, AI-assisted demo experiences that reduce SC prep time, increase consistency, and expand selling capacity.
Ensure demo environment reliability, uptime, and full product coverage — including new and emerging capabilities.
Partner with Product and Engineering to prioritize demo investments that reflect the current and future product roadmap.
Enable new product launches by leading SC readiness, building scalable launch playbooks, demo assets, and knowledge artifacts.
Build self-service tools, resources, and systems that empower SCs to find answers, configure demos, and prepare for deals without relying on SC Ops.
Identify and eliminate friction in the SC workflow through automation — including AI-powered content generation, demo scripting assistance, and intelligent knowledge retrieval.
Develop and maintain a knowledge management system connecting SC team members to the right product, competitive, and technical content at the right time.
Collaborate with SC leadership to develop, manage, and deliver relevant team performance metrics that demonstrate SC Ops' business impact.
Lead, coach, and develop a small SC Operations team; operate as a player-coach willing to work alongside the team on technical problems.
Bring detailed knowledge of Five9's platform and the competitive landscape to continuously identify innovative concepts and promote new ideas.
Influence policymaking around SC processes, tooling, and enablement standards.
Interact internally and externally with executive-level management.
Qualifications
Education: Bachelor's degree or equivalent experience preferred
Experience: 10+ years of experience in Solution Consulting, Sales Engineering, or a related technical pre-sales discipline
People management: 5+ years of people management experience
Contact center industry experience: Familiarity with Five9 or direct competitors strongly preferred
Technical expertise: Practical knowledge of AI and automation — you've applied LLMs, AI assistants, or workflow automation to real operational challenges
Communication: Outstanding verbal, written, and presentation skills; proven ability to communicate a technical roadmap to a CRO and a system architecture to an engineer
Interpersonal skills: Strong cross-functional instincts — you know how to drive alignment across Product, Marketing, Enablement, and Sales leadership