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 methodology that emphasizes guided practice and real-life situations.

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

• Ensure the training environment is prepared, which includes checking user access, test data, prerequisites, and necessary system configurations.

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

• Update the OCM/Program Lead on training status.

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

• Create and maintain job aids, guides, and supplementary learning materials for users.

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

• Recognize and communicate training readiness risks concerning environment availability, content, participant preparedness, or session pacing.

• Modify training methods and pacing based on participant engagement, knowledge levels, and real-time feedback.

⛳️ Requirements

• Over 3 years of experience in delivering end-user training for enterprise software and customer experience platforms, including Genesys Cloud CX, Avaya, Verint, NICE, or equivalent solutions.

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

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

• Familiarity with Articulate Storyline is advantageous.

• Strong preference for candidates with WFM platform training experience, encompassing forecasting, scheduling, and real-time adherence.

• Exceptional organizational and stakeholder coordination abilities, with a capacity to manage multiple simultaneous training initiatives.

• Outstanding facilitation and communication skills, with the capability to adapt training materials, pacing, and delivery to meet audience needs.

🏝️ 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 options

• Internship opportunities

• Collaboration on significant projects for leading global clients

• An inclusive and supportive workplace

• Regular company social events for team building

• Commitment to sustainable business practices focusing on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality