Back-Office AI Transformation

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The Principal, Back-Office AI Transformation owns hands-on delivery of Five9’s internal back-office AI automation agenda. This individual-contributor role belongs to someone who does the work directly: they scope a use case, build or stand up the automation, and prove out the value, rather than direct others to do it. As pilots convert into a scaled program, we expect this role to grow into building out the team behind it: forward-deployed engineers and process professionals, human and agentic.

The mandate has three connected parts:

• Run the diagnostic as an ongoing discipline. Baseline and reassess opportunities continually, drawing on employee input, process observation, and benchmarking, to keep the portfolio pointed at real value outcomes.
• Deliver the pilot: a bounded, evidence-generating pilot in a priority workflow, through to measured results.
• Build the blueprint and roadmap so Five9 can mobilize the next pilot and scale what works.

Throughout, you’re held to the same discipline the diagnostic itself demands: you separate real business impact (cost, capacity, quality, speed) from time-savings claims that don’t hold up.

You partner with Business Technology on tooling, with the leaders of Finance, HR, Legal, IT, and other back-office functions whose work is under review, and with any outside delivery partners brought in for a specific phase. The goal is durable internal capability, not outside dependency.

The right person has built or shipped an automation, workflow, or AI-native tool inside a real back-office function, and is as comfortable running the underlying analysis as pairing with an engineer on the build. They partner with finance, HR, legal, and technology organizations and understand how those teams operate day to day, beyond how they appear in an org chart.

Key Responsibilities

AI Readiness Diagnostic

• Build the opportunity inventory by combining existing initiatives, structured employee input, and direct process observation into a single, comparable view of where AI and automation can change back-office work.
• Assess readiness across what determines whether an opportunity is fundable: process and workflow, data, technology and integration, talent and operating model, and governance, beyond where the potential value looks biggest.