Helping Visionaries Change the World
Genesys Cloud CX Change Lead – Part-time
Location
Arizona
Posted
10 hours ago
Salary
0
Seniority
Senior
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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