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 on Genesys Cloud CX and WFM across various business units.

• Conduct both 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 schedules.

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

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

• Communicate training status updates to the OCM/Program Lead.

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

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

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

• Identify and raise concerns regarding training readiness risks.

• Modify training strategies and pacing according to participant engagement, comprehension levels, and immediate feedback.

⛳️ Requirements

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

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

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

• Familiarity with Articulate Storyline is advantageous.

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

• Excellent organizational skills and ability to coordinate with stakeholders effectively.

• Capability to manage multiple training initiatives simultaneously.

• Outstanding facilitation and communication skills.

• Flexibility to adjust training materials, pacing, and delivery methods based on the audience's requirements.

🏝️ Benefits

• Health insurance.

• Relocation assistance.

• Flexibility to work remotely / Emphasis on a Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Internal mobility opportunities.

• Internship programs available.

• A welcoming and supportive workplace atmosphere.

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