Genesys Cloud CX Training Specialist

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

📋 Description

• Conduct hands-on, scenario-driven end-user training for Genesys Cloud CX and WFM across various business units.

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

• Collaborate with Subject Matter Experts (SMEs) to transform functional and technical content into organized, time-effective training agendas.

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

• Monitor attendance, gather participant feedback, assess completion, and track overall training progress.

• Provide training updates to the OCM/Program Lead.

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

• Create and sustain user-facing job aids, guides, and supplementary learning resources.

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

• Recognize and report training readiness risks regarding environment availability, content, participant preparedness, or session pacing.

• Modify training methods and pacing in response to participant interaction, knowledge levels, and immediate feedback.

⛳️ Requirements

• Over 3 years of experience in delivering end-user training on enterprise software and CX platforms, including Genesys Cloud CX, Avaya, Verint, NICE, or similar solutions.

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

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

• Familiarity with Articulate Storyline is advantageous.

• Strong preference for candidates with WFM platform training experience, including forecasting, scheduling, and real-time adherence.

• Excellent organizational and stakeholder coordination abilities.

• Capacity to manage multiple simultaneous training streams.

• Outstanding facilitation and communication skills.

• Ability to adjust training content, pacing, and delivery according to audience needs.

🏝️ Benefits

• Competitive compensation and benefits package.

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive workplace culture.

• Regular team-building social events.