• Build an integrated change approach across Workday Optimization. • Partner across HR, IT, Leadership, ePMO, and other Transformation teams. • Assess impacts across people, process, and systems; define readiness plans and address adoption risks. • Develop targeted communications, leader messaging, and manager enablement materials. • Support coordination of training strategies and materials. • Understand success metrics, monitor adoption, and implement reinforcement mechanisms.

• Customer Support: Interact with Polish-speaking customers via inbound phone calls, chats, or emails in a polite, professional, and empathetic manner. • Technical Troubleshooting: Identify and solve problems involving device connectivity, operating systems, cloud applications, software updates, and user accounts. • Account Security: Assist customers with private data, password changes, and subscription management while strictly maintaining user privacy and data security. • Customer Education: Patiently explain technical processes in clear, simple terms that anyone can understand, turning a frustrating tech issue into a positive experience. • Case Documentation: Accurately log interaction details and technical notes into our internal global database to track ongoing customer journeys.

• Work with assigned Proposal Analyst and SMEs to identify and collect relevant text from previous responses • Read the RFP and related documents in detail • Attend proposal kick-off meeting and status meetings • Populate and/or customize proposal text owned by the proposals team • Review text from SMEs for adherence to style guide; provide feedback and suggested edits • Keep track of requirement gaps and outstanding text deliverables • Incorporate edits from SMEs and Sales lead, proofread, and revise text • Complete final editing/formatting of text • Deliver error-free files for proposal production • Support proposal production tasks • Support BAFO requests

• 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.