Genesys Cloud CX Training Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Provide interactive, scenario-driven end-user training for 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 examples.

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

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

• Monitor attendance, gather participant feedback, track assessment completion, and oversee overall 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 developed with Articulate Storyline.

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

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

• Identify and raise concerns regarding training readiness risks.

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

⛳️ Requirements

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

• Demonstrated history of delivering engaging, scenario-based training based on adult-learning principles.

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

• Familiarity with Articulate Storyline is advantageous.

• Strong preference for experience in WFM platform training, including areas such as forecasting, scheduling, and real-time adherence.

• Exceptional organizational skills and ability to coordinate with stakeholders effectively.

• Capacity to manage multiple training workstreams simultaneously.

• Outstanding facilitation and communication abilities.

• Flexibility to adapt training content, pacing, and delivery methods according to audience requirements.

🏝️ Benefits

• Competitive salary along with a comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work and a Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Internal mobility opportunities available.

• Internship opportunities for growth.

• Engaging projects for prominent global clients.

• An inclusive and supportive workplace environment.

• Regular team-building and social events organized by the company.