Genesys Cloud CX Training Specialist

About the role

We 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.

Benefits

• 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.