Note: The job is a remote job and is open to candidates in USA. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The Professional Services Sr. Engagement Analyst serves as the primary liaison between Sales and Professional Services, leading SOW strategy and lifecycle management for new and renewal engagements.
Responsibilities
- Managing the full SOW lifecycle for all net new and existing customers
- Drafting, reviews, negotiating, and monitoring SOW to ensure compliance with legal requirements, professional services implementation standards, and company policy and accurately reflect implementation requirements, delivery strategy, and project schedules
- Identifying potential risks associated with SOWs and developing proactive mitigation strategies to minimize exposure for Five9 and its customers
- Partnering with all internal and external stakeholders to negotiate SOW terms, resolve redlines, and secure favorable outcomes
- Recognizing commercial and legal terms requiring escalation and engages Sales Operations and/or Legal as appropriate
- Serving as the connective tissue between Sales and Professional Services, translating customer commitments into executable implementation scope
- Partnering with Sales to support pre-sales scoping activities, ensuring that proposed solutions are accurately represented in SOW language before execution
- Facilitating stakeholder alignment across Sales, Legal, Connectivity, Custom Development, and PS leadership to ensure shared understanding of scope, risk, and deliverables
- Applying strong communication and negotiation skills to influence cross-functional alignment and drive decisions that serve both revenue goals and delivery feasibility
- Collaborating with the Engagement Director on complex, high-value engagements requiring executive-level coordination
- Participating in pipeline review, deal review and strategy sessions to provide SOW guidance that supports both commercial objectives and operational integrity
- Adhering to and champions the PS SOW process for developing, tracking, and communicating all contract documentation
- Meeting regularly with the Engagement Director to review team SOW output, ensuring quality, timeliness, and alignment to established standards
- Maintaining proficiency in Five9 products and associated third-party platforms relevant to contract scoping
Skills
- Demonstrated ability to operate as a strategic liaison between Sales and Professional Services, with experience navigating competing stakeholder priorities
- 5+ years of Contact Center or SaaS experience, with a minimum of 2 years in contract management, Professional Services, or Sales-aligned roles
- Proven track record managing contracts with $1M+ ACV values, including full lifecycle ownership from scoping through execution and compliance
- Strong negotiation skills with the ability to drive SOW redline resolution and protect organizational interests
- Excellent written and verbal communication skills; proven ability to translate complex technical or contractual concepts for non-technical audiences
- BA/BS degree or equivalent professional experience
- Highly organized with exceptional attention to detail; able to manage multiple complex engagements simultaneously without sacrificing accuracy or quality
- Proficient in project planning; skilled at structuring engagement roadmaps, tracking milestones, and keeping cross-functional work on schedule
- Team leadership; proven ability to inspire a team while maintaining high standards for output quality and professional growth
- Risk management; adept at identifying, documenting, and mitigating contractual and operational risks across high-value engagements
- Progress monitoring; disciplined approach to tracking deliverables, reporting engagement health, and escalating issues before they impact timelines or customer relationships
- Communication & strong negotiation skills; ability to influence stakeholders at all levels, navigate difficult conversations, and close alignment gaps with clarity and confidence
- Stakeholder management; experienced in building trust and managing expectations across teams and executive stakeholders
- Strategic thinker with strong cross-functional collaboration capabilities and the ability to align organizational goals with contract outcomes
- Proficiency in CCaaS technology concepts
Benefits
- 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.
Company Overview