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 both live and virtual training sessions utilizing a hands-on, click-through methodology that emphasizes guided practice and realistic scenarios.

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

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

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

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

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

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

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

• Recognize and escalate risks associated with training readiness.

• Modify training delivery and pace based on participant engagement, knowledge levels, and immediate feedback.

⛳️ Requirements

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

• Demonstrated ability to deliver interactive, scenario-based training informed by adult-learning principles.

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

• Familiarity with Articulate Storyline is advantageous.

• Preferably, experience in WFM platform training, including forecasting, scheduling, and real-time adherence.

• Strong organizational skills and capability in stakeholder coordination.

• Proficient at managing multiple concurrent training streams.

• Exceptional facilitation and communication abilities.

• Capacity to tailor training content, pacing, and delivery methods to meet audience needs.

🏝️ Benefits

• Competitive pay and benefits package, inclusive of health insurance.

• Relocation assistance program.

• Flexibility to work remotely as part of a Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship programs available.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive workplace.

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