Business Consultant - CX Advisory Team

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. 

The Five9 CX Advisory team is looking for a seasoned professional with a strong background in contact center consulting and digital transformation. This strategic role is focused on partnering with prospects and customers to unlock the full potential of their customer experience (CX) initiatives and drive alignment with enterprise objectives and transformation goals.

The ideal candidate will bring a proven track record in CX strategy and execution, with deep expertise in contact center operations, AI and automation. This individual will lead complex client engagements, often centered on CX transformation programs, that prioritize the evolution of self-service capabilities and adoption of advanced AI-powered solutions.

Key Responsibilities:

• 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, and pursue CX Advisory opportunities that drive CX and strategic customer outcomes.
• Engage with business executives, decision-makers, and key influencers to uncover and align on business priorities, operational challenges, performance metrics, and transformation goals that shape the CX agenda.
• Lead strategic, consultative engagements using proven CX assessment methodologies to evaluate the current state of customer experience and contact center performance across people, process, technology, and cost dimensions—identifying opportunities for transformation through cloud and AI-enabled solutions.
• As part of these engagements, conduct stakeholder interviews, facilitate workshops, and gather qualitative and quantitative data to understand client needs, operational pain points, market dynamics, and enterprise strategies.
• Review and analyze data and insights collected during these engagements to identify trends, assess root causes, and formulate data-driven recommendations using industry knowledge and CX subject matter expertise.
• Synthesize findings and recommendations into clear, compelling presentations and deliverables tailored to stakeholder audiences across technical and business functions.
• Build and maintain strong relationships across customer organizations, ensuring engagement success, deepening partnerships, and increasing satisfaction through continuous value delivery.
• Serve as a liaison across internal Five9 stakeholders, maintaining active communication to align on client initiatives and share key insights that inform strategy and execution.
• 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.
• Develop and support impact realization plans that track progress toward customer business outcomes, providing guidance on optimization and remediation opportunities as part of ongoing account engagement.

Key Qualifications:

• Education - Bachelors or Equivalent Experience Preferred
• Years of experience – 8+ Years Preferred
• Practical experience and leadership in contact center operations, and/or technical management.
• Understanding and subject matter expertise in any of the following is preferred: operations, agent experience, service delivery best practices, workforce management, 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
• Ability to Tr