Genesys Cloud CX Training Specialist

Miratech•New York, NY

3d•Remote

About The Position

We are looking for a Genesys Cloud CX Training Specialist to support a large-scale enterprise migration and transformation program. The role will focus on delivering hands-on, scenario-based training to end users across multiple business units.

Requirements

3+ years of experience delivering end-user training on enterprise software and CX platforms, such as Genesys Cloud CX, Avaya, Verint, NICE, or similar solutions.
Proven experience delivering interactive, scenario-based training using adult-learning principles.
Experience developing or delivering SCORM/LMS-based training content; familiarity with Articulate Storyline is a plus.
WFM platform training experience, including forecasting, scheduling, and real-time adherence, is strongly preferred.
Strong organizational and stakeholder coordination skills, with the ability to manage multiple concurrent training workstreams.
Excellent facilitation and communication skills, with the ability to adapt training content, pacing, and delivery based on audience needs.

Nice To Haves

Familiarity with Articulate Storyline is a plus.
WFM platform training experience, including forecasting, scheduling, and real-time adherence, is strongly preferred.

Responsibilities

Deliver hands-on, scenario-based end-user training for Genesys Cloud CX and WFM across multiple business units.
Facilitate live and virtual training sessions using a hands-on, click-through approach focused on guided practice and real-world scenarios rather than slide-based presentations.
Work closely with Subject Matter Experts to convert functional and technical content into structured, timed training agendas.
Validate training environment readiness, including user access, test data, prerequisites, and required system configurations, ahead of each session.
Track attendance, participant feedback, assessment completion, and overall training progress; report status to the OCM/Program Lead.
Support the development and maintenance of SCORM/LMS-based training content, including materials created with Articulate Storyline.
Develop and maintain user-facing job aids, guides, and other supporting learning materials.
Support Train-the-Trainer sessions for LOB Change Champions.
Identify and escalate training readiness risks related to environment availability, content, participant readiness, or session pacing.
Adjust training approach and pacing based on participant engagement, knowledge level, and real-time feedback.