About the role

Genesys Cloud CX Change Lead focusing on training and adoption for Genesys Cloud platforms. Collaborating with internal teams for successful implementation and ongoing learning.

Responsibilities

Develop, execute, and maintain a complete Genesys Cloud CX training curriculum for all user roles (Agents, Supervisors, Administrators).
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.

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.

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.