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 Technical Writer & eLearning Content Developer to create world-class product documentation and customer training content. In this role, you will create effective content 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
- Work with standards, style guides, and best practices for technical writing and eLearning content.
- Partner with product and customer success leaders to align content with business and customer adoption goals.
- Technical Documentation
- Develop and maintain 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
- Create 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
- 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.
- 2+ years of experience in technical writing and eLearning content development.
- 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).
- Good 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.
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.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Skills Required
- Bachelor's or Master's degree in Technical Communication, Instructional Design, Computer Science, or related field
- 2+ years of experience in technical writing and eLearning content development
- Experience documenting software/SaaS products
- Expertise with documentation platforms
- Proficiency with eLearning authoring tools
- Knowledge of instructional design methodologies
- Exceptional writing, editing, and communication skills
What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
