Training+Education Specialist -- Remote | WFH

Summary

We are responsible for developing, implementing, and maintaining customer-facing training and education programs for a portfolio of contact center solutions. In this role, the Specialist will deliver product education and training to business users, agents, supervisors/managers, and technical administrators.

Responsibilities

Essential Functions:

Develop, write, update, and maintain training assets and materials such as Training Presentations (classroom training), User & Reference Guides, Cheat Sheets, Job Aids, and Training + Education Communications.

Integrate research, best practices, and industry trends to enhance training deliverables and content.

Ensure consistency with branding guidelines.

Maintain a library of training materials.

Collaborate with stakeholders to determine training requirements, strategies, and logistics.

Develop project training strategies and plans for customer approval.

Coordinate training phases, including material development, session scheduling, and logistics.

Conduct onsite and remote (web/virtual-classroom based) training for customers.

Administer Training Surveys to gather feedback on training effectiveness and trainer performance.

Additional Specific Duties And Responsibilities

Support Quality Assurance and User Acceptance Testing.

Deliver workshops on WEM (Workforce Engagement Management) and Analytics enablement.

Provide support during project cutover/go-live and initial operational phases.

Qualifications

Required:

Bachelor's degree in Education, Computer Science, Communications, or equivalent experience in technical training.

Proficiency with web conferencing and presentation tools.

Excellent verbal and written communication skills.

Basic understanding of contact center metrics and operations.

Strong proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, SharePoint).

Desired/Preferred

Knowledge and experience with Genesys Cloud CX.

Relevant certifications such as Certified Professional (GCP) in Genesys Cloud CX.

Industry certifications related to training or technical expertise.

Extensive understanding of contact center metrics and operations.

Proficiency in Microsoft Visio.

Additional Information

Competitive benefits package including 401(k) with matching, medical coverage, HSA options, dental, vision, FSA plans, and more.

Professional office environment with standard office equipment.

Physical demands may require accommodations for disabilities.

Job Duties, Responsibilities, And Activities May Change With Notice.

Equal employment opportunities provided without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

EEO Statement

We provide equal employment opportunities (EEO) to all team members and applicants. All qualified applicants will receive consideration for employment based on qualifications and merit.

Pay Range

$70,000 - $100,000 annually, based on factors including education, experience, location, certifications, and skills. Incentive/variable pay opportunities may apply.

Employment Type: Full-Time