Genesys Cloud CX Trainer

1 month ago

Seattle, United States Chameleon Technologies, Inc. Full time

Chameleon Technologies is searching for a Genesys Cloud CX Trainer / Instructional Designer for our direct client in Seattle, WA. This is a contract position, start date ASAP with contract going through end of Q2 2025. Candidates can be fully remote but will require some potential travel to Seattle for training sessions. Targeted hourly rate $75-$85/hour on W2.


Genesys Cloud CX Trainer/Instructional Designer


Job Summary:

Our client is seeking an experienced and dynamic Genesys Cloud CX Call Center Technology Trainer / instructional designer to design, develop, and deliver a comprehensive training program for our call center agents and supervisors. The ideal candidate will have expertise in call center solutions and training design, with the ability to create standardized training that can be easily adapted to meet the unique needs of multiple call centers.


Key Responsibilities:

  • Standardized Training Design and Development: Develop a standardized training curriculum and materials that are repeatable across multiple call centers.
  • Create core training modules, lesson plans, and assessments as the foundation for all training programs.
  • Customization and Adaptation: Tailor core training materials to address specific needs of individual call centers.
  • Collaborate with local call center managers to integrate unique requirements and operational differences.
  • Needs Assessment: Conduct training needs analyses to identify common skill gaps and specific local training requirements.
  • Work closely with call center leaders to align training programs with performance goals and business objectives.
  • Training Delivery: Facilitate initial and ongoing training sessions through various methods such as in-person workshops, virtual training, and e-learning.
  • Train local trainers and supervisors to effectively deliver standardized training.
  • Evaluation and Improvement: Implement consistent methods to evaluate training effectiveness across different call centers.
  • Continuously refine and update training content based on feedback and evolving needs.
  • Technical Expertise: Maintain up-to-date knowledge of call center solutions, technologies, and industry best practices.
  • Integrate industry advancements into standardized training programs.
  • Collaboration: Collaborate with subject matter experts, management, and local stakeholders to ensure training relevance and effectiveness.
  • Participate in cross-functional teams to support organizational training initiatives.
  • Documentation and Reporting: Maintain comprehensive records of training activities, participant progress, and outcomes for each call center.
  • Prepare regular reports on training activities, effectiveness, and ROI for senior management.
  • Support and Mentorship: Provide ongoing support and mentorship to local trainers, call center agents, and supervisors.
  • Address individual training needs and provide additional resources or coaching as required.

Qualifications:

  • Minimum of 3-5 years of experience in training design and delivery, preferably in a call center environment.
  • Strong knowledge of Genesys call center solutions and technologies.
  • Proven ability to create engaging and effective training materials.
  • Excellent facilitation and presentation skills.
  • Strong analytical skills to assess training needs and evaluate program effectiveness.
  • Ability to work collaboratively with diverse teams and adapt to different training environments.
  • Strong organizational skills and attention to detail.
  • Proficiency in e-learning software and Learning Management Systems (LMS).

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