Genesys Cloud CX Training Specialist

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

📋 Description

• Provide hands-on, scenario-based training for end-users on Genesys Cloud CX and WFM across various business units.

• Conduct live and virtual training sessions utilizing a hands-on, click-through method that emphasizes guided practice and real-world applications.

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

• Ensure the training environment is ready by validating user access, test data, prerequisites, and necessary system configurations.

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

• Update the OCM/Program Lead on the status of training initiatives.

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

• Create and maintain user-friendly job aids, guides, and additional learning resources.

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

• Recognize and escalate any training readiness risks associated with environment availability, content issues, participant preparedness, or session timing.

• Modify training strategies and pacing based on participant engagement, knowledge levels, and immediate feedback.

⛳️ Requirements

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

• Demonstrated experience in delivering interactive, scenario-driven training that applies adult-learning principles.

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

• Familiarity with Articulate Storyline is advantageous.

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

• Excellent organizational skills and stakeholder coordination abilities, capable of managing multiple simultaneous training streams.

• Outstanding facilitation and communication skills.

• Ability to customize training content, pacing, and delivery to meet audience needs.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship programs available.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive work culture.

• Encouragement of open communication.

• Regular team-building social events within the company.