Five9 CX Summit Speakers

Dan Burkland, Five9 President

Dan Burkland is responsible for global sales, including all direct, channels, business development and marketing. Since joining Five9 in 2009, Dan has grown annual revenues from under $20M to approach $200M. He is also responsible for all implementation, professional services, and customer support organizations. His organizations cover the entire customer life-cycle from sales to implementation to ongoing support – all critical to customer success from a Cloud Software company.

Dan has more than 30 years of experience building and scaling successful sales and leadership teams. Before Five9, Dan was SVP of Sales at Transera Communications. He also ran worldwide sales for IP Unity, growing the business tenfold, and held sales management positions at Cisco and GeoTel.

Scott Welch, Five9 Executive Vice President, Cloud Operations

Scott Welch is the executive vice president of cloud operations at Five9 and is responsible for technology operations, telecom services, and security. Scott is a seasoned executive with more than 24 years of experience in software development, technology operations, and management.

Prior to Five9, Welch spent ten-plus years at inContact where he managed a team responsible for several operational functions, including telecom operations, cost of goods, system and network administration, security, database administration, billing operations, network provisioning, and a 7x24 network operations center. Welch also held positions as vice president information services, vice president of application development, and information technology director at various technology companies prior to 2003.


Scott is driven by a strong desire to deliver technology for critical systems in a high tech environment. He believes that system availability is like air for customers, it’s necessary every moment and critical when you don’t have it. He takes pride in delivering results through a team that is just as passionate as he is about platform performance.

Gaurav Passi, Five9 Executive Vice President of Products and Technology

Gaurav Passi is the executive vice president of products and technology. In this role, Gaurav is responsible for strategy and roadmap, product management, R&D, product marketing and operations at Five9. Gaurav brings passion and leadership to Five9, with more than 20 years of experience in the enterprise and cloud software industry focused on customer experience. He has helped define products, penetrate new markets and streamline operations for multibillion-dollar global enterprises, as well as Silicon Valley startups.

Prior to joining Five9, Gaurav was vice president of products at Deutsche Telekom HBS (T-Mobile brand), where he built and took to market a cloud unified communications offering. He also spent more than ten years at Amdocs, most recently as vice president of products for the customer experience business unit, where he built next generation customer experience platforms. Gaurav also held executive leadership positions at Rainmaker Systems, Ciena and other enterprise software leaders.


Gaurav’s philosophy for products is based on "starting with the market and customers." This is the belief that understanding unresolved market problems starts with the end customer’s desired experience, and working from there to create clear definitions of a solution with a unique value proposition. As part of his philosophy, Gaurav strives to empower his team to make great products a reality by helping them assume the role of "product CEO's".

Guest Keynote: Billy Beane, Executive Vice President of Baseball Operations for the Oakland A's & Subject of Moneyball

With great insight and signature wit, Beane conveys his innovative, winning style of management and leadership, which involves identifying undervalued assets to create and sustain a competitive advantage. By striking parallels between baseball and business, Beane inspires audiences across industries with his unforgettable winning underdog story.


Considered one of the most progressive and talented baseball executives in the game today, Billy Beane has molded the Oakland Athletics into one of professional baseball’s most consistent winners since taking over  as General Manager following the 1997 season.


Prior to his front office career, he played in MLB as an outfielder between 1984 and 1989 for the New York Mets, Minnesota Twins, Detroit Tigers, and Oakland Athletics. He joined the Athletics front office as a scout  in 1990. He was named general manager after the 1997 season and promoted to executive vice president after the 2015 season.


In his front office career, Beane has applied statistical analysis (known as sabermetrics) to players, which has led teams to reconsider how they evaluate players. He is the subject of Michael Lewis' 2003 book on baseball economics, Moneyball, which was made into a 2011 film starring Brad Pitt as Beane.


At Five9 CX Summit, Beane will share his message how his analytics-focused approach to managing the Oakland A’s applies to enterprises of all sizes.

​​Paul Liljenquist, Clearview President

Paul is the current president of ClearView. He has extensive knowledge and experience in performance management and call center success. He has lead ClearView in becoming one of the fastest growing performance management software solutions in the industry and has lead the charge to automate, optimize and amplify call center success.

Peter Neels, Zendesk Vice President CX Experience

Peter is an accomplished Customer Experience leader with extensive management experience building, mentoring, and motivating teams to drive positive top and bottom line financial results through a customer-centric strategic focus. With over 25 years of success in Customer Experience Management for consumer and technology based companies in Operations, fulfillment and e-commerce and IT support, Peter specializes in turn-around of customer service, technical support and customer experience and operations globally.

Lou Mandic, Authority Software CEO and President

Lou Mandic is President & CEO of Authority Software, where he leverages decades of executive leadership, and a vision for ground-breaking technologies, to provide innovative solutions to some of the world’s most well-known brands.

Lou began his career in the financial sector, managing secure and highly regulated technology operations for Citicorp.  In addition to the day-to-day management of a team of technology experts crossing all disciplines, Lou was responsible for all strategic and tactical decisions supporting Citicorp’s credit card data centers.  He also established contingency planning and disaster recovery procedures for the data centers and spearheaded the technology infrastructure integration of numerous financial institutions acquired by Citicorp during his tenure.


Following Citicorp, Lou joined Precision Response Corporation (PRC) in the role of Chief Information Officer.  There, he increased the revenues generated directly from the technology division by over 300%, through the creation of enterprise-caliber business applications and the strategic plan to sponsor the development of state of the art, web-enabled inbound and outbound call center technologies. Lou’s contributions played a key role in PRC’s IPO as well as its record setting second offering and ultimate merger with USA Networks.


Along with a group of technology visionaries, Lou followed his success at PRC by helping to guide the concept and direction of ContactPro, a unified communications platform that was later incorporated into the Aspect portfolio.


Lou’s collective experiences are the driving factor behind the creation of Authority’s rapidly deployable applications, which are designed exclusively to meet the needs of the call center and include a one-of-a-kind, patented PCI compliance solution. These applications serve to increase profitability, improve agent satisfaction, and provide an unparalleled customer experience.

John D'Amour, Five9 Vice President of Product Management

Jim Hickey, Five9 Vice President of Product Strategy and Innovation

Jim has over 17 years experience in Contact Center products and technologies, for both on-premises and in the cloud. He has been at Five9 for 3 years and currently leads Product Strategy & Innovation initiatives. Prior to joining Five9, he led Contact Center Product Management organizations at Avaya and at Nortel.

Scott Kolman, Five9 Vice President of Product Marketing

Scott Kolman is the Vice President of Product Marketing at Five9 with responsibility for the overall positioning and promotion of the Five9 product portfolio.  Scott has an extensive background in technology marketing and is a recognized professional with expertise in the contact center, cloud and customer experience industry. Prior to joining Five9, Scott held marketing leadership positions at Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications. Scott if a frequent speaker at industry conferences and events as well as a prolific

Josh Sosebee, Five9 Director of Specialization Services

Josh Sosebee is a subject matter expert in Five9 and various CRM platforms. He has an extensive history of successful projects and strives to always be learning. Josh has worked in the call center space for 12 years and has been with Five9 Professional Services since 2009.

Craig Covington, Five9 Director of Product Management

Craig is Director of Product Management at Five9 and leads planning and implementation of the core contact center, localization and the exciting new Engagement Workflow application.

Craig is a passionate advocate for exceptional customer service. He has been involved in this pursuit his entire career. He led contact center staff at the ProTax business unit of TurboTax and has two decades of experience in contact center Product Management. Craig’s achievements include the first successful introduction of a hybrid PSTN/SIP agent solution at Aspect and building the Analytics business at Genesys. Prior to joining the winning team at Five9, Craig led the Analytics, Omnichannel and WFO Product Management teams at Genesys.

Craig holds an MBA from SDSU. In his off-time, Craig is passionate about Obstacle Racing and competed in the invitation only Obstacle Course Racing World Championships in 2015 and 2016.

Giorgio Mihaila, Five9 Director Product Management

Tracy DeLeon, Five 9 Senior Technical Trainer

DeLeon has worked as a product configuration and end user trainer for over 25 years. He is a graduate of the University of California at Berkeley and has worked at Five9 going on 3 years strong. He has traveled around the world training Call Center Agents, Supervisors and Administrators who configure the service. Prior to working at Five9, he worked as a Technical Trainer at companies such as Salesforce, Netsuite, Siebel Systems and Kaiser. He has lived in Argentina and Brasil. In his spare time DeLeon is learning how to play the guitar, speak Portuguese and Spanish. He hopes to return to Brasil to retire

Danny Wang, Five9 Senior Product Manager

Danny is a passionate and driven product manager. After spending nearly a decade working in the CRM industry with the top 100 telecom providers as a solution architect, Danny knows what it takes to deliver enterprise and carrier grade contact center solutions.  Prior to joining Five9, Danny worked for Amdocs, Nortel, and ClarifyCRM in a variety of roles from Technical Trainer, Solution Architect and Product Manager.  He holds a BA in Economics and Rhetoric and MA in Educational Psychology from UC Berkeley, graduating summa cum laude and an active member of Phi Beta Kappa.

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February 26-28, 2018 @ Fort Lauderdale, FL    •    May 14-16, 2018 @ La Jolla, CA

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