Senior Technical Writer

Five9

115d • $81,200 - $194,400

About The Position

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 actively looking for a seasoned technical writer to join our Product Content & Operations documentation team in delivering best-in-class product documentation for our cloud-based customer experience (CX) platform. In this role, you’ll independently manage high-impact customer-facing documentation projects, collaborate with cross-functional teams, and lead improvements in content quality, structure, and delivery. You’ll be part of a collaborative global team shaping the customer content experience at Five9. If you're a self-starter who takes ownership of your work and are excited to help us improve documentation to serve a diverse, global user base—we'd love to hear from you!

Requirements

• 10-15 years of experience as a technical writer, with 5+ years focused on customer-facing content for SaaS or web-based applications.
• Advanced knowledge of content development tools like MadCap Flare, Adobe Experience Manager, Oxygen/DITA, or similar.
• Strong portfolio of effective documentation, along with the ability to discuss your decisions and strategy.
• Excellent writing, editing, and communication skills.
• Experience working in Agile development environments and familiarity with tools like Jira, GitLab, or similar.
• Experience in contact center technologies or VoIP is a plus.
• Bachelor’s degree or equivalent professional experience.

Responsibilities

• Lead the planning, writing, and maintenance of high-quality, user-facing documentation for audiences of varying technical abilities.
• Manage full documentation lifecycles, from scoping to publishing, while meeting deadlines and quality standards.
• Collaborate with product managers, engineers, and other writers across time zones.
• Develop strong domain knowledge of our product and customer use cases to create accessible and actionable content.
• Ensure documentation aligns with company style guidelines and industry best practices.
• Contribute to process improvements and help evolve documentation strategy to support an expanding global customer base.

Benefits

• 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.
• 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.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree