Genesys Cloud CX Training Specialist

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

📋 Description

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

• Conduct live and virtual training sessions employing a hands-on, click-through methodology that emphasizes guided practice and real-life scenarios.

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

• Ensure that the training environment is prepared, which includes checking user access, test data, prerequisites, and 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 upkeep of SCORM/LMS-based training materials, including content developed with Articulate Storyline.

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

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

• Recognize and escalate risks to training readiness concerning environment accessibility, content availability, participant preparedness, or session pacing.

• Modify training strategies and pacing according to participant involvement, knowledge levels, and real-time feedback.

⛳️ Requirements

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

• Demonstrated expertise in providing interactive, scenario-based training utilizing adult learning principles.

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

• Knowledge of 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, with the capacity to manage multiple training initiatives simultaneously.

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

🏝️ Benefits

• Health insurance

• Relocation program

• Flexibility to work remotely / Work From Anywhere Culture

• Opportunities for professional development

• Access to certification programs

• Mentorship and investment in talent programs

• Internal mobility opportunities

• Internship possibilities

• An inclusive and supportive workplace

• Regular team-building social events organized by the company