Genesys Cloud CX Training Specialist

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

📋 Description

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

• Conduct both live and virtual training sessions using a hands-on, click-through method that emphasizes guided practice and real-world scenarios.

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

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

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

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

• Create and maintain user-facing job aids, manuals, and other educational materials to support learning.

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

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

• Adapt training methods and pacing in response to participant engagement, knowledge level, 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 experience in providing interactive, scenario-based training grounded in adult-learning principles.

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

• Familiarity with Articulate Storyline is advantageous.

• Experience in WFM platform training, including aspects like forecasting, scheduling, and real-time adherence, is highly preferred.

• Strong organizational and stakeholder coordination abilities, capable of managing multiple simultaneous training initiatives.

• Exceptional facilitation and communication skills, with the capacity to modify training content, pacing, and delivery based on audience requirements.

🏝️ Benefits

• Competitive Pay and Benefits, including 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 options.

• Internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive workplace with open communication.

• Regular team-building social events within the company.