Director, Solution Consulting Operations
Five9 · Remote · San Ramon, United States · 1mo ago
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.
We are looking for a Director of Solution Consulting (SC) Operations to lead a small, high-impact team at the intersection of Product, Sales, and the broader SC organization. This is a builder, hands on role. You will define and execute the next-generation vision for how Five9's Solution Consultants access, experience, and demonstrate our platform — modernizing our demo environment, scaling self-service capabilities, and embedding AI-driven automation into how we enable sales.
This role requires equal parts strategic vision and technical credibility. You will work closely with SC leadership, Product, and executive stakeholders to shape roadmap priorities, influence policy, and drive organizational change.
Key Responsibilities
Demo Environment Strategy & Operations
- 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
New Product Launch Enablement
- Lead SC readiness for new product launches — coordinating with Product Management, Product Marketing, and Field Enablement to ensure SCs can confidently demo and articulate new capabilities from day one
- Build scalable launch playbooks, demo assets, and knowledge artifacts so enablement compounds over time rather than restarting each cycle
- Serve as the SC organization's primary liaison to the Product organization, translating roadmap insights into field-ready collateral and talk tracks
- Work with Marketing and Product Managers to influence new product and solution requirements based on SC and customer feedback
SC Team Support & Self-Service
- 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
Performance, Metrics & Leadership
- 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
- Interact internally and externally with executive-level management; influence policymaking around SC processes, tooling, and enablement standards
- Provide direction across functional areas through assessment of intangible variables; identify and evaluate fundamental issues and provide strategic direction
What Success Looks Like
In the first 90 days, you have a clear point of view on the state of the demo environment, gaps in SC enablement, and the highest-leverage opportunities for AI and automation. You've built trust with SC leadership and established strong relationships with Product stakeholders.
By six months, your team has shipped meaningful improvements to the demo environment, launched a self-service capability that reduces dependency on SC Ops, and introduced at least one AI-powered workflow that saves measurable SC time.
At one year, SC Ops is recognized as a strategic asset — not just a support function. New product launches run through a repeatable playbook. SCs spend more time selling and less time preparing. The demo environment is a competitive differentiator.
Key Qualifications
- Education: Bachelor's degree or equivalent experience preferred
- 10+ years of experience in Solution Consulting, Sales Engineering, or a related technical pre-sales discipline
- 5+ years of people management experience
- Contact center industry experience; familiarity with Five9 or direct competitors strongly preferred
- Experience designing or managing demo environments, sandbox infrastructure, or pre-sales technical assets
- Practical knowledge of AI and automation — you've applied LLMs, AI assistants, or workflow automation to real operational challenges
- Outstanding verbal, written, and presentation skills; proven ability to communicate a technical roadmap to a CRO and a system architecture to an engineer
- Strong cross-functional instincts — you know how to drive alignment across Product, Marketing, Enablement, and Sales leadership
Work Location: This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is Hybrid and would require 3 days a week (T, W, TH) in 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.
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.