Genesys Cloud CX Change Lead – Part-time

🔥 1 hour ago

🤠 Texas – Remote

🤠 Texas – Remote

⏱ Part Time

🟠 Senior

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• Support the successful adoption of Genesys Cloud CX and other CCaaS platforms across internal teams and customer environments • Combine organizational change management, enablement, and training to ensure teams understand the platform and successfully adapt their processes to new CX technologies • Drive platform adoption, operational readiness, and continuous learning across business and technology contact center teams • 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 • 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

🎯 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

• Health insurance • Relocation program • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility and internship opportunities • Flexible remote work arrangements • Company social events