Director, Solution Consulting Operations

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 improvem