Genesys Cloud CX Change Lead – Part-time

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Facilitate the effective implementation of Genesys Cloud CX and other CCaaS platforms within internal teams and customer environments.

• Design, implement, and uphold a comprehensive training curriculum for Genesys Cloud CX tailored to all user roles (Agents, Supervisors, Administrators, Business Leaders).

• Create and develop role-specific training resources, such as quick-reference guides, e-learning modules, and video tutorials.

• Evaluate organizational readiness and the impact of changes for migrations, utilizing change management principles.

• Formulate and execute clear communication strategies to convey project advantages, timelines, and impacts.

• Organize, schedule, and deliver engaging training sessions, workshops, and clinics in various formats.

• Track user feedback, training effectiveness, and adoption metrics to pinpoint performance gaps and resistance areas.

• Proactively create and implement targeted interventions, refresher training, and coaching to overcome adoption hurdles.

• Serve as a primary advocate for change, promoting collaboration between business and IT teams to enhance long-term user proficiency and solution success.

⛳️ Requirements

• Over 7 years of experience as a trainer focused on contact center solutions.

• Minimum of 3 years of hands-on experience with Genesys Cloud migrations, implementations, or significant upgrades.

• Demonstrated capability in developing comprehensive training programs for Genesys Cloud, specifically for Agents, Supervisors, and Administrators.

• Strong organizational skills to schedule, manage, and oversee training sessions across various teams or clients.

• Change Management Expertise: Experience in crafting communication plans, evaluating organizational readiness, and promoting user adoption.

• Domain Experience (Highly Preferred): Background in Genesys Cloud CX enablement, training, or implementation.

• Knowledge of contact center operations and CCaaS environments.

• Experience in facilitating the adoption of cloud contact center platforms during migrations or platform transformations.

• Familiarity with additional CCaaS platforms is a significant advantage.

🏝️ Benefits

• Health insurance

• Relocation program

• Remote work flexibility

• Professional development opportunities

• Mentorship programs

• Team-building events

• Sustainable business practices