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

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

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

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

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

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

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

• Identify and escalate any risks related to training readiness.

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

⛳️ Requirements

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

• Demonstrated ability to deliver interactive, scenario-based training applying adult-learning principles.

• Experience 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 ability to coordinate with stakeholders effectively.

• Capability to manage multiple concurrent training streams.

• Exceptional facilitation and communication abilities.

• Flexibility to adapt training content, pacing, and delivery to meet the needs of the audience.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship programs.

• An inclusive and supportive work environment.

• Regular team-building social events.

• Commitment to sustainable business practices focused on IT education, community empowerment, equitable operations, environmental sustainability, and gender equality.