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 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 information into organized, time-bound training agendas.

• Ensure training environments are prepared, including user access, test data, prerequisites, and system configurations.

• Monitor attendance, participant feedback, assessment completion, and overall progress of the training.

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

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

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

• Provide support for Train-the-Trainer sessions aimed at LOB Change Champions.

• Recognize and escalate any risks related to training readiness.

• Modify training methods 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 CX platforms, including Genesys Cloud CX, Avaya, Verint, NICE, or comparable solutions.

• Demonstrated experience in providing interactive, scenario-based training that adheres to adult-learning principles.

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

• Familiarity with Articulate Storyline is advantageous.

• Preferred experience in WFM platform training, encompassing forecasting, scheduling, and real-time adherence.

• Strong organizational skills and the ability to coordinate with stakeholders effectively.

• Capability to manage multiple concurrent training streams.

• Exceptional facilitation and communication abilities.

• Flexibility to adjust training content, pacing, and delivery based on the needs of the audience.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities available.

• Internship programs offered.

• Collaboration on significant projects for leading global clients.

• A welcoming and supportive workplace environment.

• Regular company social events focused on team building.