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||Continental US , US United States
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
To complement our rapid growth, we are seeking a technical training superstar adept in instructional design and training delivery. In this exciting, fast-paced role you will design, develop and deliver technical training to Five9 customers and employees in virtual classroom environments as well as live delivery. The ideal candidate will be fluent in all aspects of technical training including instructional design, eLearning development and virtual and live delivery.
As a key contributor to the Professional Services Team, we are looking for a passionate, self-managed individual who can work well with a cohesive team to help us delight our customers and grow our business.
Location: Remote, US
Design and develop training curriculum and content for instructor-led classes for both classroom and virtual classroom delivery.
Deliver technical training in classroom and virtual environments to internal and external customers.
Engage with customers on defining custom training needs. Write SOWs to capture requirements.
Onsite delivery of standard and custom training.
Consult with subject matter experts to understand technical requirements.
Build and maintain excellent relationships with key internal and external customers to ensure the highest level of customer satisfaction.
Continually seek opportunities to increase customer satisfaction and knowledge of Five9ís platform through great training delivery and top-notch training materials.
Training delivery and/or consulting in a contact/call center environment.
Must be a poised, confident and in control communicator with experience leading classroom training.
Ability to command a classroom consisting of students from large enterprise companies as well as small and midsized businesses.
Must be a self-starter possessing excellent time management skills; able to manage multiple activities simultaneously with minimal oversight.
Minimum 3 years of instructional design and delivery in a technology capacity.
Experience delivering customer training sessions both on-site and remote.
Hands-on work with a remote training tool such as Zoom.
Background in developing technical training for both classroom and virtual classroom delivery.
Understanding of Cloud-based services, networking, Internet concepts, website design,
Minimum 3 years of hands-on experience in call center technologies (PBX, Dialer, ACD, CTI, VoIP and IVR) and contact center practices.
Experience with contact center integrations such as CTI to CRM services desirable.
Understanding of Salesforce.com administration beneficial.
Understanding of how to build a certification program is a huge plus.
Experience creating recorded training using a tool such as Camtasia or Captivate desired.
Experience in eLearning development (online training programs) desired.
Up to 50% travel required for customer on-site training.
BA/BS or higher or equivalent experience.
Proficiency in Spanish a plus
In addition to a very competitive salary, Five9 offers stock plans, great health benefits, 401(k), generous PTO in a challenging environment that rewards creativity and provides a chance to make a difference while still having fun.