Genesys Cloud CX Training Specialist
Core
Deliver hands-on, scenario-based training for Genesys Cloud CX and WFM to end users across multiple business units during a large-scale enterprise migration.
Role type
Training Specialist (CX Platform & WFM)
Builds
Production training sessions, SCORM/LMS content, job aids, and Train-the-Trainer programs for enterprise clients.
Domain
Customer Experience (CX) & Workforce Management (WFM)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
End-user training delivery, scenario-based instruction, SCORM/LMS content development, Articulate Storyline, WFM platform training, stakeholder coordination, facilitation
Preferred skills
WFM forecasting and scheduling training, adult-learning principles, change management support
Technologies
Genesys Cloud CX, WFM platforms, Articulate Storyline, SCORM, LMS
Responsibilities
Facilitate live and virtual hands-on training sessions; Convert functional content into structured training agendas; Validate training environment readiness; Track attendance and assessment progress; Develop user-facing job aids and guides; Support Train-the-Trainer sessions for Change Champions; Adjust training pacing based on real-time feedback.
Seniority
Mid-level, hands-on IC
