Certification Specialist - San Ramon, United States - Five9

Description

Job Description

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.

As a Certification Specialist on the Services Training team, you will design, write and proctor assessments in a variety of formats covering process and technical content related to Five9's Cloud Contact Center solution. You will manage the certification and badging program, creating the certification exams into clear, well-written, and actionable learning solutions in different formats. Certification areas include technical products, process, tools, and skills training. Deliverables include but are not limited to: e-learning assessments, timed certification tests and proctored exams, all with measurable results.
You will work closely with subject matter experts to understand technical products and their implementation processes to design effective certification exams and administer the badging process.

The ideal candidate will have experience in designing appealing, engaging, and effective testing experiences on software implementation and ensure exams are delivered effectively both in-person and in automated tools. They will also measure and report out on the success of those exams in the marketplace and with digital badging.

Key Responsibilities

• Lead and manage exam development through all phases: planning, design, development, execution, and maintenance.
• Work with internal teams and stakeholders to ensure exam content is accurate and covers an in-depth understanding of the process, tool or software to be covered.
• Create certification content and programs from scratch supporting goal oriented, hierarchal badging and learning path completion.
• Analyze and convert existing content into effective assessments
• Use diverse tools and on-brand creative assets to prototype and produce high-quality and appealing assessments
• Organize, launch, and administer exams, and track certification levels within a Learning Management System (LMS), Partner Relationship Management (PRM) and other enablement channels.
• Work with Partner Program and Curriculum Development teams to identify and prioritize new certification needs.
• Work with cross-organization leaders to ensure subject matter experts have committed time to contribute to programs.
• Manage projects to create new high-bar certification exams, including job-task analysis, blueprinting, question development, and beta testing.
• Establish operational and outcome-based success metrics, and drive to completion.
• Report out to upper management on project progress, risks, blockers, and outcomes.
• Manage a certification platform and provide question analysis, survey reporting and overall program performance.

Job Requirements

• 3+ years of experience in certification design, instructional testing and/or training development on software or Call Center Solutions/Telephony products
• Bachelor's/College Degree in Computer Science, Information Technology, Engineering, Telecommunications or equivalent
• Ability to quickly grasp complex technical concepts and translate them into learning assessments.
• Previous experience with Acclaim/Credly Digital Badging
• Proficient at using assessment or authoring tools such as Articulate/Rise 360, Easy Generator, Lessonly, Brainshark, Camtasia, SnagIt, etc.
• Excellent writing, communication, and interpersonal skills
• Being proactive: You don't mind researching alternate content, templates, and tools to improve learning experiences and outcomes.
• Able to prioritize: Can manage concurrent, competing priorities and juggle many initiatives.
• Work samples will be required during the interview process

Preferred Qualifications

• Experience with Contact Center software at the Administrator level and Contact Center industry experience highly desired
• Experience rolling out all aspects of a certification program.
• Software development experience or an understanding of webservices and APIs
• Salesforce experience and Professional Services Administration applications
• Working knowledge of SaaS, networking and Internet concepts

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.

#LI-FI

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

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 San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here:

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.