Technical Writer

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.

We are seeking an experienced Senior Technical Writer & eLearning Content Developer to lead the creation of world-class product documentation and customer training content. In this senior role, you will drive content strategy, mentor junior writers/designers, and partner closely with product, engineering, and customer success teams to ensure our customers and partners can adopt and use our software products with confidence.

This is a strategic and hands-on role, ideal for someone who thrives at the intersection of technical writing, instructional design, and product enablement.

Key Responsibilities

• Content Strategy & Leadership
  • Define and implement standards, style guides, and best practices for technical writing and eLearning content.
  • Mentor and provide editorial/technical guidance to junior writers and instructional designers.
  • Partner with product and customer success leaders to align content with business and customer adoption goals.
• Technical Documentation
  • Lead the development and maintenance of user guides, API documentation, release notes, and knowledge base articles for software/SaaS products.
  • Ensure documentation quality, consistency, accessibility, and accuracy across products.
  • Drive documentation integration into development workflows (Agile/DevOps).
• eLearning & Training Development
  • Design and oversee the creation of advanced eLearning modules, product tutorials, simulations, and certification programs.
  • Leverage tools such as Articulate Storyline, Rise, Captivate, Camtasia, or equivalent to create scalable training experiences.
  • Introduce innovative learning approaches (microlearning, video explainers, gamification) to enhance engagement.
• Continuous Improvement
  • Establish metrics and feedback loops to measure the effectiveness of content.
  • Stay up to date with emerging trends in SaaS documentation, eLearning technology, and instructional design.
  • Champion a culture of customer-first communication within the product organization.

Qualifications & Skills

• Bachelor’s or Master’s degree in Technical Communication, Instructional Design, Computer Science, or related field.
• 5+ years of experience in technical writing and eLearning content development, with at least 1+ years in a senior or lead role.
• Proven experience documenting software/SaaS products and building scalable training content.
• Strong expertise with documentation platforms (Confluence, MadCap Flare, Git-based tools, Markdown, or similar).
• Proficiency with eLearning authoring tools (Articulate Storyline, Rise, Captivate, Camtasia).
• Deep knowledge of instructional design methodologies (ADDIE, SAM, Bloom’s Taxonomy).
• Exceptional writing, editing, and communication skills.
• Experience working in Agile development environments and collaborating with product/engineering teams.

Preferred Qualifications

• Experience creating product enablement content for SaaS or enterprise software.
• Knowledge of SCORM/xAPI and LMS administration.
• Exposure to UX writing or content design.
• Graphic design or video production/editing skills.