Genesys Cloud CX Training Specialist

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Provide practical, scenario-driven end-user training for Genesys Cloud CX and WFM across various business units.

• Lead both live and virtual training sessions utilizing a hands-on, click-through method that emphasizes guided practice and real-life scenarios.

• Collaborate with Subject Matter Experts to transform functional and technical information into organized, timed training agendas.

• Ensure the training environment is prepared, including user access, test data, prerequisites, and necessary system configurations.

• Monitor attendance, gather participant feedback, track assessment completion, and evaluate overall training progress; report findings to the OCM/Program Lead.

• Assist in the creation and ongoing maintenance of SCORM/LMS-based training content, including materials developed with Articulate Storyline.

• Create and update user-facing job aids, guides, and other supplementary learning materials.

• Facilitate Train-the-Trainer sessions for Line of Business Change Champions.

• Identify and escalate any training readiness risks related to environment availability, content, participant preparedness, or session pacing.

• Modify training strategies and pacing based on participant engagement, knowledge level, and real-time feedback.

⛳️ Requirements

• A minimum of 3 years of experience in delivering end-user training for enterprise software and CX platforms such as Genesys Cloud CX, Avaya, Verint, NICE, or comparable solutions.

• Demonstrated experience in providing interactive, scenario-based training rooted in adult-learning principles.

• Experience in developing or delivering SCORM/LMS-based training content.

• Familiarity with Articulate Storyline is advantageous.

• Strongly preferred experience in WFM platform training, including forecasting, scheduling, and real-time adherence.

• Excellent organizational and stakeholder coordination abilities, capable of managing multiple concurrent training workstreams.

• Outstanding facilitation and communication skills, with the capacity to adjust training content, pacing, and delivery to meet audience needs.

🏝️ Benefits

• Comprehensive compensation and benefits package, which includes health insurance.

• Relocation assistance program.

• Flexibility for remote work and a Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities available.

• Collaboration on meaningful projects for leading global clients.

• An inclusive and supportive work environment that encourages open communication.

• Regular team-building social events hosted by the company.