Develop training materials, including video walkthroughs, step-by-step how-to guides, and Train-the-Trainer guides for contact center capabilities.
Support training content development across Workforce Management, Quality Management, Knowledge Management, Agent Essentials, Supervisor Essentials, and Reporting & Analytics topic areas.
Create role-based learning content for agents, supervisors, QA analysts, workforce planners, and knowledge management authors as required by the customer training approach.
Prepare and deliver instructor-led training sessions using Train-the-Trainer and direct delivery to end users based on customer preference and migration and go-live readiness needs.
Support training for contact center reporting and analytics topics, including real-time and historical reporting, standard reports, dashboards, key performance metrics, data export, and interaction search.
Translate operational procedures and standard operating procedures into clear, user-friendly training content that supports adoption and consistent use of functionality.
Coordinate with project leadership and customer stakeholders to align training products and delivery with migration and go-live plans.
Update training materials based on platform changes, user feedback, and evolving customer needs.
Facilitate knowledge transfer and user adoption by delivering clear, engaging training and responding to learner questions in a professional manner.

Requirements

U.S. citizenship required
Ability to obtain a Public Trust clearance
Experience developing training materials such as guides, walkthroughs, job aids, presentations, or related end-user documentation
Experience delivering live training, briefings, workshops, or Train-the-Trainer sessions to adult learners or operational users
Experience translating technical or operational processes into clear, user-friendly instructional content
Strong written and verbal communication skills and the ability to work effectively with remote teams and customer stakeholders.
Preferred Qualifications
Experience supporting Genesys Cloud or similar contact center platforms.
Experience developing training content for agents, supervisors, reporting users, or workforce and quality management personnel.
Experience supporting customer migrations, operational readiness activities, or go-live preparation.
Experience creating role-based training materials in multiple formats, including video walkthroughs and how-to documentation.
Experience working in a contact center, customer support, enterprise software, cloud platform, or similarly operational environment.
Experience working on federal government programs, preferably with the Department of Veterans Affairs or similar agencies.

Benefits

Health insurance
Retirement plans
Professional development
Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

training materials developmentvideo walkthroughshow-to guidesTrain-the-Trainerlive training deliveryinstructional content translationreporting and analyticsrole-based training contentcustomer migrations supportoperational readiness activities

Soft Skills

strong written communicationstrong verbal communicationremote team collaborationstakeholder engagementknowledge transfer facilitationlearner engagementprofessional response to questionsadaptability to user feedbackclear content creationuser adoption support

Certifications

Public Trust clearance