Senior Technical Support Trainer, CX
Core
Design and build AI-powered, self-guided training modules and digital content for global support engineers, while delivering live training sessions during the transition period.
Role type
Senior Technical Support Trainer (AI Learning Solutions)
Builds
AI-assisted training modules, self-guided digital content, and learning aids (e.g., guided troubleshooting bots)
Domain
Customer Experience (CX) / Contact Center / AI Learning Solutions
Deliverable
production ML models | product features
Required skills
Instructional design, e-learning content development (SCORM, LMS), AI tool usage (prompt engineering, content generation), technical subject matter translation, virtual facilitation, Microsoft 365 proficiency
Preferred skills
AI frameworks/automation (Azure OpenAI, Power Automate), contact center operations knowledge, Python/scripting, Knowledge-Centered Support (KCS)
Technologies
Azure OpenAI, Claude, Copilot, Dojo LMS, ServiceNow KB, Power Automate, Python
Responsibilities
Design and build AI-powered self-guided training modules; Convert live curricula to scalable digital content; Facilitate live/virtual training sessions for new hires and upskilling; Partner with SMEs to identify high-impact training topics; Maintain and iterate the module library based on performance data; Contribute to the company knowledge base
Seniority
Senior, hands-on IC