Genesys Cloud CX Training Specialist

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

📋 Description

• Provide hands-on, scenario-focused training for end-users of Genesys Cloud CX and WFM across various business units.

• Conduct live and virtual training sessions utilizing a hands-on, click-through methodology centered on guided practice and practical scenarios.

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

• Ensure the training environment is ready, including user access, test data, prerequisites, and necessary system setups.

• Monitor attendance, gather participant feedback, assess completion rates, and track overall training progress.

• Update the OCM/Program Lead on training status.

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

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

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

• Recognize and escalate any risks related to training readiness.

• Modify training strategies and pacing according to participant engagement, knowledge levels, and real-time 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 similar solutions.

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

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

• Familiarity with Articulate Storyline is advantageous.

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

• Excellent organizational skills and ability to coordinate with various stakeholders.

• Capability to manage multiple concurrent training initiatives.

• Outstanding facilitation and communication abilities.

• Flexibility to adapt training content, pacing, and delivery based on audience requirements.

🏝️ Benefits

• Health insurance

• Relocation program

• Flexibility for remote work / Work From Anywhere Culture

• Opportunities for professional development

• Certification programs

• Mentorship and investment in talent programs

• Opportunities for internal mobility

• Internship opportunities

• Collaboration on significant projects for leading global clients

• An inclusive and supportive work environment with open lines of communication

• Regular team-building social events