Genesys Cloud CX Change Lead – Part-time

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

📋 Description

• Create, implement, and maintain a comprehensive training curriculum for Genesys Cloud CX tailored to all user roles (Agents, Supervisors, Administrators).

• Develop engaging, role-specific training materials such as quick-reference guides, e-learning modules, and video tutorials, available in both official languages.

• Evaluate organizational readiness and assess change impact for migrations, employing change management principles to facilitate smooth transitions for users.

• Formulate and execute effective communication plans to convey project benefits, timelines, and impacts to all stakeholders.

• Organize, schedule, and conduct interactive training sessions, workshops, and clinics in various formats (virtual, in-person, hybrid).

• Collaborate with Project Managers, Functional Analysts, and Business Analysts to ensure training and change initiatives align with project milestones.

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

• Proactively design and deliver targeted interventions, refreshers, and coaching to address adoption challenges and aid post-go-live stabilization.

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

⛳️ Requirements

• Over 7 years of experience as a trainer specializing in contact center solutions.

• A minimum of 3 years of hands-on experience in Genesys Cloud migrations, implementations, or significant upgrades.

• Demonstrated ability to develop comprehensive training programs for Genesys Cloud that cater to Agents, Supervisors, and Administrators.

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

• Change Management Expertise: Experience in crafting communication plans, evaluating organizational readiness, and promoting user adoption – skills that are highly advantageous for this position.

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

• Familiarity with contact center operations and CCaaS environments.

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

• Experience with additional CCaaS platforms is a significant advantage.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that comes with remote work.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internships.

• Global Impact: engage in meaningful projects for top global clients and influence the future of various industries.

• Welcoming Multicultural Environment: become part of a dynamic, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Social Sustainability Values: join our sustainable business practices that focus on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.