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Miratech

Helping Visionaries Change the World

Genesys Cloud CX Change Lead – Part-time

GeneralGeneralPart TimeRemoteSeniorTeam 501-1,000Since 1989H1B No SponsorCompany SiteLinkedIn

Location

Arizona

Posted

10 hours ago

Salary

0

Seniority

Senior

Bachelor Degree7 yrs expEnglishCloud

Job Description

Genesys Cloud CX Change Lead – Part-time

Miratech

• Support successful adoption of Genesys Cloud CX and other CCaaS platforms across internal teams and customer environments • Develop, execute, and maintain a complete Genesys Cloud CX training curriculum for all user roles (Agents, Supervisors, Administrators, Business Leaders) • Design and create role-specific training materials, including quick-reference guides, e-learning modules, and video tutorials • Assess organizational readiness and change impact for migrations, applying change management principles • Develop and execute clear communication plans to articulate project benefits, timelines, and impacts • Coordinate, schedule, and deliver dynamic training sessions, workshops, and clinics in various formats • 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 • Act as a key advocate for change, fostering collaboration between business and IT teams to drive long-term user competency and solution success

Job Requirements

  • 7+ 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
  • Change Management Acumen: Experience in developing communication plans, assessing organizational readiness, and driving user adoption
  • Domain Experience (Strongly Preferred): Experience working with Genesys Cloud CX enablement, training, or implementation
  • Understanding of contact center operations and CCaaS environments
  • Experience supporting adoption of cloud contact center platforms during migrations or platform transformations
  • Experience with additional CCaaS platforms is a strong plus.

Benefits

  • Health insurance
  • Relocation program
  • Remote work flexibility
  • Professional development opportunities
  • Mentorship programs
  • Team-building events
  • Sustainable business practices

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