• 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.

• 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.

• 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

• 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.