Change Manager, Genesys Cloud CX

3 days ago

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Miratech

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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.

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

📋 Description

• Develop and execute change management strategies and communication plans in Genesys Cloud CX environment. • Assess change impact and organizational readiness across business units and end users. • Plan and deliver training programs, onboarding sessions, and user workshops tailored to different audiences (agents, supervisors, business leaders). • Prepare communication materials, FAQs, quick guides, and adoption metrics. • Collaborate with Project Managers, Functional Analysts, and Business Analysts to align change management activities with implementation milestones. • Monitor user feedback and adoption levels, addressing resistance or performance gaps proactively. • Support post-implementation stabilization, ensuring continuous improvement in user engagement. • Act as a key advocate of change - fostering collaboration, motivation, and clear communication between business and IT teams.

🎯 Requirements

• Proven experience as a Change Manager or Organizational Change Lead within technology transformation programs. • Solid understanding of Genesys Cloud CX (user interface, architecture, and operational workflows). • Experience developing and executing user adoption and communication plans for enterprise systems. • Strong stakeholder management and facilitation skills, with the ability to influence at all organizational levels. • Excellent presentation, writing, and interpersonal communication abilities. • Experience in creating training materials and conducting workshops (ideally within contact center environments). • Knowledge of change management methodologies (e.g., Prosci ADKAR, Kotter, or equivalent). • Comfortable working in agile or hybrid delivery models across geographically distributed teams. • High emotional intelligence, adaptability, and problem-solving mindset.

🏖️ Benefits

• Health insurance • Relocation program • Work From Anywhere Culture • Professional development opportunities • Welcoming Multicultural Environment • Social Sustainability Values