Genesys Cloud CX Change Manager, Trainer
Miratech
full-time
Posted on:
Location Type: Remote
Location: Canada
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Tech Stack
About the role
- 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.
Requirements
- Minimum 5 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.
- Bilingual proficiency with the ability to create content and deliver training in both official languages (English/French).
- Change Management Acumen: Experience in developing communication plans, assessing organizational readiness, and driving user adoption—skills that are highly beneficial for this role.
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
Genesys Cloud CXtraining curriculum developmente-learning module creationchange managementtraining effectiveness assessmentuser adoption metricscontent creationtraining program designbilingual training deliverycontact center solutions
Soft Skills
coordinationcommunicationcollaborationorganizational readiness assessmentstakeholder engagementadaptabilitycoachingproblem-solvingdynamic presentationuser advocacy