Genesys Cloud CX Change Lead – Part-time

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

📋 Description

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

• Develop and produce engaging training materials specific to each role, including quick-reference documents, e-learning courses, and video tutorials in both official languages.

• Evaluate the organization’s readiness and the impact of changes during migrations, utilizing change management principles to facilitate seamless transitions for users.

• Craft and execute clear communication strategies to convey project benefits, timelines, and impacts to all involved stakeholders.

• Organize, plan, and conduct engaging training sessions, workshops, and clinics across various formats (virtual, in-person, hybrid).

• Collaborate with Project Managers, Functional Analysts, and Business Analysts to synchronize training and change efforts with project timelines.

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

• Initiate and provide specialized interventions, refresher courses, and coaching to tackle adoption challenges and support stabilization post-go-live.

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

⛳️ Requirements

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

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

• Demonstrated capability to develop all-encompassing training programs for Genesys Cloud customized for Agents, Supervisors, and Administrators.

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

• Proficient in Change Management: Expertise in formulating communication strategies, evaluating organizational readiness, and promoting user adoption—skills that are crucial for this role.

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

• Knowledge of contact center operations and CCaaS environments.

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

• Familiarity with additional CCaaS platforms is a significant advantage.

🏝️ Benefits

• Culture of Relentless Performance: become part of a high-performing technology development team with a 99% project success rate and over 30% year-on-year revenue growth.

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

• Work From Anywhere Culture: enjoy the flexibility offered by remote work.

• Growth Mindset: take advantage of numerous professional development opportunities, such as certification programs, mentorship, talent investment initiatives, internal mobility, and internships.

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

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

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