Genesys Cloud CX Change Lead (Part-time)

Miratech•New York, NY

1h•Remote

About The Position

We are looking for a Genesys Cloud CX Change Lead to support the successful adoption of Genesys Cloud CX and other CCaaS platforms across internal teams and customer environments. This role combines organizational change management, enablement, and training, ensuring that teams not only understand the platform but also successfully adapt their processes and ways of working to new CX technologies. The position focuses on driving platform adoption, operational readiness, and continuous learning across business and technology contact center teams. Part-time employment.

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.

Nice To Haves

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.

Responsibilities

Develop, execute, and maintain a complete Genesys Cloud CX training curriculum for all user roles (Agents, Supervisors, Administrators, Business Leaders).
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.