Genesys Cloud CX Change Lead (Part-time)

Job Description

We are looking for a Genesys Cloud CX Change Lead to support the successful adoption of Genesys Cloud CX and other CCaaS platforms across internal teams and customer environments.

Key Responsibilities

• Develop, execute, and maintain a complete Genesys Cloud CX training curriculum for all user roles (Agents, Supervisors, Administrators, Business Leaders).
• Design and create engaging, role-specific training materials, including quick-reference guides, e-learning modules, and video tutorials, in both official languages.
• Assess organizational readiness and change impact for migrations, applying change management principles to ensure smooth user transitions.
• Develop and execute clear communication plans to articulate project benefits, timelines, and impacts to all stakeholders.
• Coordinate, schedule, and deliver dynamic training sessions, workshops, and clinics in various formats (virtual, in-person, hybrid).
• Partner with Project Managers, Functional Analysts, and Business Analysts to align training and change activities with project milestones.
• Monitor user feedback, training effectiveness, and adoption metrics to identify performance gaps and areas of resistance.
• Proactively develop and deliver targeted interventions, refreshers, and coaching to address adoption challenges and support post-go-live stabilization.
• Act as a key advocate for change, fostering collaboration between business and IT teams to drive long-term user competency and solution success.

Qualifications

• 7+ years of experience as a trainer specializing in contact center solutions.
• At least 3 years of hands-on experience in Genesys Cloud migrations, implementations, or major upgrades.
• Proven ability to create comprehensive training programs for Genesys Cloud tailored to Agents, Supervisors, and Administrators.
• Strong coordination skills to schedule, manage, and track training sessions across multiple teams or clients.
• Change Management Acumen: Experience in developing communication plans, assessing organizational readiness, and driving user adoption – skills that are highly beneficial for this role.
• Domain Experience (Strongly Preferred): Experience working with Genesys Cloud CX enablement, training, or implementation; Understanding of contact center operations and CCaaS environments; Experience supporting adoption of cloud contact center platforms during migrations or platform transformations; Experience with additional CCaaS platforms is a strong plus.

Additional Information

• We 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.