Genesys Cloud CX Change Lead – Part-time

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

📋 Description

• Develop, implement, and sustain a comprehensive training curriculum for Genesys Cloud CX tailored to various user roles (Agents, Supervisors, Administrators).

• Design and produce engaging training materials specific to each role, including quick-reference guides, e-learning modules, and video tutorials, available in both official languages.

• Evaluate organizational readiness and the impact of changes during migrations, applying change management techniques to facilitate seamless user transitions.

• Create and implement clear communication strategies to convey project benefits, timelines, and impacts to all stakeholders.

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

• Collaborate with Project Managers, Functional Analysts, and Business Analysts to ensure alignment of training and change initiatives with project timelines.

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

• Proactively design and deliver targeted interventions, refresher courses, and coaching to tackle adoption issues and aid in post-go-live stabilization.

• Serve as a primary advocate for change, promoting collaboration between business and IT teams to foster 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 practical experience in Genesys Cloud migrations, implementations, or significant upgrades.

• Demonstrated ability to create detailed training programs for Genesys Cloud designed for Agents, Supervisors, and Administrators.

• Strong organizational skills for scheduling, managing, and tracking training sessions across various teams or clients.

• Change Management Expertise: Experience in developing communication strategies, evaluating organizational readiness, and enhancing user adoption – crucial skills for this position.

• Domain Experience (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 changes.

• 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: enjoy a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global Impact: work on significant projects for leading global clients and help shape the future of industries.

• Welcoming Multicultural Environment: be part of a dynamic, global team that thrives in an inclusive and supportive atmosphere with open communication and regular team-building social events.

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