[Remote] Director, Solution Consulting Operations

Note: The job is a remote job and is open to candidates in USA. Five9 is a provider of cloud contact center software. The Director of Solution Consulting Operations will lead the strategy and operations for the SC demo environment, new product launch enablement, self-service tools, AI-driven automation, and knowledge management. The role also leads and develops a small SC Operations team while partnering with Product, Sales, Marketing, and executive stakeholders.

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
• 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
• 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
• 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

Skills

• 10+ years of experience in Solution Consulting, Sales Engineering, or a related technical pre-sales discipline
• 5+ years of people management experience
• 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
• Bachelor's degree or equivalent experience preferred
• Contact center industry experience
• Familiarity with Five9 or direct competitors strongly preferred

Benefits

• Annual performance bonus may be included in the total compensation package.
• Stock may be included in the total compensation package.
• Other applicable incentive compensation plans may be included in the total compensation package.
• Health, dental, and vision coverage beginning on the first day of employment; Five9 covers 100% of the employee portion and shares a high portion of the dependent cost.
• Short- and long-term disability coverage.
• Basic life insurance.
• 401k saving plan with employer matching.
• Access to an innovative mental health support platform offering personalized care and resources, including 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.
• 12 weeks paid parental leave.
• Fully remote work for candidates who reside outside the 30 mile radius of one of Five9's offices.
• Hybrid work requiring 3 days a week in the office for candidates who reside within a 30 mile radius of one of Five9's offices.

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