Helping Visionaries Change the World
Genesys Cloud CX Change Lead – Part-time
Location
Massachusetts
Posted
8 hours ago
Salary
0
Seniority
Senior
Job Description
Genesys Cloud CX Change Lead – Part-time
Miratech
• 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.
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 – skills that are highly beneficial for this role.
- 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
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
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