UCaaS Demo Certification Program

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This multi-content certification program was created to standardize UCaaS demo delivery across the sales organization.

Target Audience: Sales Representatives
Responsibilities: Instructional Design, Curriculum Development, eLearning Design, Assessment Design, SME Collaboration, Program Rollout
Tools Used: Articulate Rise, Google Docs, Google Slides, Highspot, ChatGPT

Problem

Sales Engineers were spending a significant portion of their time delivering basic UCaaS demos, which limited their availability for more technical, high-value deep-dive demonstrations. This imbalance not only affected team efficiency but also risked slowing down deal cycles and reducing opportunities to showcase advanced product capabilities to prospects.

Solution

To address this, I designed a multi-step Demo Certification program for Account Executives, enabling them to confidently deliver standardized UCaaS demos. By certifying AEs on core demo content, SEs could focus on complex, technical demonstrations, ensuring that prospects received the right level of expertise at the right time. This solution optimized team bandwidth, improved the quality of customer interactions, and aligned demo delivery with strategic sales priorities.

My Process

I collaborated closely with SMEs and a counterpart program manager to identify enablement gaps and define the depth of training required. Using a scoping checklist, program playbook, and a Monday board, I tracked stakeholder interactions, content development, and project milestones.

To drive engagement, I developed a content series delivered in a drip format through monthly learning paths. The program began with a Part I overview (context and resources), followed by Part II submission instructions, ensuring reps had a clear and structured path to certification. A dedicated Highspot page housed all supporting resources in one centralized location.

A key innovation was the AI-powered coaching gem I built, which scored demo certification submissions against a rubric I designed. The gem generated automated feedback and scores, providing managers with actionable insights so they could focus on coaching reps instead of administrative evaluation.

This program highlights my ability to design scalable certification experiences, integrate AI-driven assessment, and create structured learning journeys that align with business needs and learner success.

Project Management Playbook

Demo Certification Playbook

Check out the playbook below!

A structured guide I created to standardize how certification programs were scoped, developed, and delivered. The playbook outlined each stage of the process — from SME alignment and content scoping to asset development, testing, and launch — and was paired with a checklist to ensure consistency across projects. Combined with a Monday board for task tracking, the playbook served as a repeatable framework that kept stakeholders aligned, reduced bottlenecks, and ensured programs were delivered on time and at scale.

1st Deliverable: Part I eLearning

The Part I eLearning serves as the foundational introduction to the Demo Certification program. It provides learners with the context and purpose of the program, explaining why it exists and how it supports both individual and team success. The course outlines clear guidelines for completion, ensuring learners understand expectations and the steps they need to take to progress. Additionally, it highlights all the resources and tools available to support learners throughout the certification process, equipping them with the knowledge and materials needed to confidently complete the program.

Check out the Part I eLearning below!

Part I eLearning

2nd Deliverable: Submission Instructions

A comprehensive, step-by-step guide that walked sales reps through preparing, recording, and submitting their demo certification. The job aid consolidated everything into a single, easy-to-follow document, including links to resources, role-specific scenarios, and clear submission requirements. By providing both context and practical guidance, it ensured reps had all the tools they needed to successfully complete the certification process with confidence and consistency.

3rd Deliverable: Program Highspot Page

A centralized hub that served as the one-stop shop for all certification resources. The page housed program instructions, supporting materials, submission guidelines, and additional resources, ensuring reps had easy access to everything they needed to complete the certification. Provided throughout the program, the Highspot page also acted as a catch-up resource for anyone who missed their learning path modules, making the certification process seamless and accessible.

AI Scoring Agent

I assisted in designing a prompt for ChatGPT to evaluate demo certification submissions against a standardized rubric. The tool generates a scorecard and targeted coaching feedback automatically, giving managers consistent insights without manually reviewing each demo. This streamlined the evaluation process and allowed managers to focus their time on high-value coaching conversations.

Results & Takeaways

Effective Scoping & Delivery – Careful scoping revealed that a drip format embedded in monthly learning paths was the best way to deliver content, proving that timing and integration can drive stronger learner engagement.
Simplicity Over Complexity – Instead of defaulting to live training, I focused on providing clear, role-relevant resources that gave reps exactly what they needed to succeed, showing that sometimes the simplest approach is the most effective.
AI-Driven Evaluation – By leveraging an AI-powered scoring tool, we automated demo evaluations and generated consistent, actionable coaching insights, allowing managers to spend more time on meaningful development conversations.