Services Technical Trainer-PH

Services Technical Trainer-PH

Five9 Inc.
2-5 years
Not Specified

Job Description

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Five9 Services Technical Trainer- PH
Position Overview:
The Five9 Technical Trainer is responsible for the delivery of technical training on Five9's Cloud Contact Center solution and its add-on services. Training is conducted for employees and partners via virtual classroom/remote training and in-person instructor-led classes.
Location: Mandaluyong City, Philippines
Key Responsibilities:
  • Deliver technical training on Five9 applications in classroom and virtual environments to internal employees and external partners.
  • Engage with Internal Subject Matter Experts on defining training needs.
  • Consult with subject matter experts to understand technical requirements.
  • Keep abreast of product development to maintain subject matter expertise for our rapidly evolving product line.
  • Achieve and maintain certifications for courses to be delivered.
  • Quickly ramp-up on new courses as needed.
  • Build and maintain excellent relationships with key internal and external customers to ensure the highest level of customer satisfaction.
  • Create assessments/certifications for Training material.
  • Continually seek opportunities to increase knowledge of Five9's platform through great training delivery and top-notch training materials.
  • Writing of training content, handouts, exams and developing training curriculum according to the company's needs and standards.
  • Training class administration and other tasks related to the management of internal classes is also part of this role's responsibility.
  • Document and maintain training related processes.
  • Administer written and practical exams and write performance reports to evaluate trainees performance.
  • Continuously enhance technical instructional delivery and presentation skills
  • Ensure the quality and consistency of course content through release updates and other changes.

  • Must be a poised, confident and an in-control communicator with more than 2 years of solid experience leading classroom and virtual training.
  • Previous classroom and virtual training delivery experience in a technical capacity, preferably with contact center software Excellent verbal and written communication skills in English and the ability to interact with, and respond professionally to, individuals with varying levels of technical skill (all training is conducted in English)
  • Ability to quickly learn new applications and features and keep abreast on the latest Five9 technologies.
  • Ability to prioritize and manage projects independently with minimal supervision.
  • Ability to effectively respond to change.
  • Experience writing training curriculum and designing a technical training course is preferred.
  • Understanding of Cloud-based services, networking, and internet concepts
  • Hands-on experience in contact center technologies (PBX, Dialer, ACD, CTI, VoIP and IVR) and understanding of contact center practices.
  • Experience with a remote training/meeting tool such as Zoom or WebEx.
  • Familiarity with an LMS is also an advantage.
  • Willing to work night shift/US time.

Company Benefits:
  • Company stocks
  • Annual merit increase based on performance
  • 15% night shift differential pay
  • Paid Leave with Cash Conversion
  • HMO with free dependents
  • Retirement Plan
  • Life Insurance
  • While on work from home setup: Internet and meal allowance are provided
  • Employee Assistance Program for mental and social well-being
  • Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)


Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Our headquarters are located in the beautiful in San Ramon, CA.

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