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 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 scenarios.

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

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

• Monitor attendance, gather participant feedback, track assessment completions, and follow training progress.

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

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

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

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

• Identify and report 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, such as Genesys Cloud CX, Avaya, Verint, NICE, or comparable solutions.

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

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

• Familiarity with Articulate Storyline is advantageous.

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

• Excellent organizational skills with the ability to coordinate with stakeholders effectively.

• Capability to manage multiple simultaneous training streams.

• Outstanding facilitation and communication abilities.

• Flexibility to adjust training content, pacing, and delivery to meet audience requirements.

🏝️ Benefits

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

• Relocation assistance program.

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

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities available.

• Engage in impactful projects for top-tier global clients.

• Work in an inclusive and supportive multicultural environment that encourages open communication.

• Participate in regular team-building social events organized by the company.