Genesys Cloud CX Training Specialist

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

📋 Description

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

• Conduct both live and virtual training sessions utilizing a hands-on, click-through methodology centered on guided practice and real-life scenarios.

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

• Ensure the readiness of the training environment, which includes user access, test data, prerequisites, and necessary system configurations.

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

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

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

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

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

• Modify training strategies and pacing in response to participant engagement, knowledge levels, and immediate feedback.

⛳️ Requirements

• Over 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 comparable solutions.

• Demonstrated ability to provide interactive, scenario-based training employing adult-learning principles.

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

• Familiarity with Articulate Storyline is advantageous.

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

• Strong organizational and coordination skills, capable of managing multiple simultaneous training projects.

• Exceptional facilitation and communication abilities, with the flexibility to adjust training content, pacing, and delivery to meet audience needs.

🏝️ Benefits

• Competitive Pay and Benefits: a comprehensive compensation and benefits package, including health insurance.

• Relocation program.

• Flexibility to work remotely through a Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

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

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