Certification Specialist

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 w