Implementation Services Technical Trainer

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.

The Five9 Implementation Services Technical Trainer handles the learning and professional development program for new hires. In collaboration with the Management Team, will develop both short-term and longer term initiatives. Taking into consideration the different training needs of the implementation manager or the organization. This role will conduct training needs analysis based on a case study, survey results, research, consultation with associates, and new product releases and departmental processes.

The Implementation Services Technical Trainer is responsible for designing, delivering, and managing comprehensive learning and development programs. Working with the Management Team, this role develops both short- and long-term training initiatives aligned with organizational goals and the evolving needs of supported teams. The Trainer conducts thorough training needs analyses using case studies, survey data, research, stakeholder consultations, and insights from new product releases or updated departmental processes. This position plays a key role in equipping team members with the knowledge and skills necessary to succeed in a dynamic, customer-focused environment.

Key Responsibilities:

• Deliver technical training on Five9 applications in classroom and virtual environments to new employees.
• Engage with Internal Subject Matter Experts on defining training needs.
• Create assessments/certifications for Training material.
• Writing training content, handouts, exams and training curriculum according to developing needs and standards.
• Training class administration and other tasks related to the management of internal classes
• 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
• Continually seek opportunities to increase knowledge of Five9 products
• Ensure the quality and consistency of course content through release updates and other changes.
• Serve as a consultative resource to students who are utilizing training content to ensure their successful completion of coursework
• Other duties assigned by management

Key Skills:

• Must be a poised, confident and an in-control communicator and would prefer an existing Five9 employee
• Excellent verbal and written communication skills in English and the ability to interact with, and respond patiently and professionally to, individuals with varying levels of technical skill (all training is conducted inEnglish)
• Ability to quickly learn new applications and features and keep abreast of the latest Five9 technologies.
• Excellent administration and management skills as well as ability to design learning programs and deliver content.
• Excellent oral presentation skills are essential
• Previous classroom and virtual training delivery experience in a technical capacity is preferred
• Have the capacity for self-management as well as be an effective team member

Key Requirements:

• Minimum of 2 years of experience in Implementation (Professional Services)
• Must be a college graduate • Excellent verbal and written communication skills (English)
• Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, and Call Center practices
• Familiarity with an LMS is also an advantage.

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, 13^thmonth pay, Solo parent leave, Special leave for women)