Job DescriptionWe are looking for a
Genesys Cloud CX Training Specialist to support a large-scale enterprise migration and transformation program. The role will focus on delivering hands-on, scenario-based training to end users across multiple business units
Responsibilities:- Deliver hands-on, scenario-based end-user training for Genesys Cloud CX and WFM across multiple business units.
- Facilitate live and virtual training sessions using a hands-on, click-through approach focused on guided practice and real-world scenarios rather than slide-based presentations.
- Work closely with Subject Matter Experts to convert functional and technical content into structured, timed training agendas.
- Validate training environment readiness, including user access, test data, prerequisites, and required system configurations, ahead of each session.
- Track attendance, participant feedback, assessment completion, and overall training progress; report status to the OCM/Program Lead.
- Support the development and maintenance of SCORM/LMS-based training content, including materials created with Articulate Storyline.
- Develop and maintain user-facing job aids, guides, and other supporting learning materials.
- Support Train-the-Trainer sessions for LOB Change Champions.
- Identify and escalate training readiness risks related to environment availability, content, participant readiness, or session pacing.
- Adjust training approach and pacing based on participant engagement, knowledge level, and real-time feedback.
Qualifications- 3+ years of experience delivering end-user training on enterprise software and CX platforms, such as Genesys Cloud CX, Avaya, Verint, NICE, or similar solutions.
- Proven experience delivering interactive, scenario-based training using adult-learning principles.
- Experience developing or delivering SCORM/LMS-based training content; familiarity with Articulate Storyline is a plus.
- WFM platform training experience, including forecasting, scheduling, and real-time adherence, is strongly preferred.
- Strong organizational and stakeholder coordination skills, with the ability to manage multiple concurrent training workstreams.
- Excellent facilitation and communication skills, with the ability to adapt training content, pacing, and delivery based on audience needs.
Additional InformationWe offer:- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
