Job Locations US-Virtual Office

Position Type

Regular Full-Time

Requisition ID

2024-6054

Category

Other

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Summary

The Training + Education Specialist is responsible for developing, implementing, and maintaining Customer-facing training and education programs for the Genesys portfolio of contact center solutions. In this role, the Training + Education Specialist is the member of the project team responsible for delivering product education and training to Customer business users, agents, supervisors/managers, and operational and technical administrators.

#LI-JM1

Essential Functions

• Develops, implements, and maintains Customer-facing training programs for the Genesys portfolio of solutions:
• Develops, writes, updates, and maintains training assets and materials, including Training Presentations (classroom training), User & Reference Guides, Cheat Sheets, Job Aids, and Training + Education Communications and Newsletter Articles
• Integrates research, best practices, and industry trends to continuously improve training and education deliverables, content, and products
• Maintains consistency with C1 and Genesys branding guidelines
• Maintains a library of training materials and content
• Delivers Customer training:
• Collaborates with Customers, Project Managers, Solution Consultants, Engineers, and Developers to determine training requirements, objectives, strategies, plans, delivery methods, and logistics
• Understands Customer use cases and operating environment for the purpose of applying and integrating that understanding into training delivery
• Develops project training strategy and plan deliverables for Customer approval

• Coordinates the Training phase of projects, including Customer-specific training material development, scheduling of training sessions, and training room requirements

• Delivers onsite and remote (web/virtual-classroom based) end-user and train-the-trainer training to C1 customers
• Provides Training Surveys to ensure metrics related to training participation, training objectives, and trainer performance are captured

Additional Specific Duties and Responsibilities

• Participates in and supports project Quality Assurance and User Acceptance Testing as needed
• Develops and delivers WEM and Analytics enablement workshops.
• Provides cutover/go-live, first day of business, and/or floor support for customer projects as needed

Required Qualifications

• Bachelor's degree in Education, Computer Science, Communications, or equivalent experience in the development and/or delivery of technical training courses
• Experience with web conferencing and presentation applications
• Excellent verbal and written communication skills

• Basic understanding of contact center metrics and operations
• Strong proficiency in Microsoft Office products, including Outlook, Word, Excel, PowerPoint, and SharePoint

Desired/Preferred Qualifications

• Knowledge and experience with Genesys Cloud CX
• Current Genesys Cloud CX related certifications, e.g. Certified Professional (GCP)
• Industry certifications for training and/or technical experience
• Extensive understanding of contact center metrics and operations
• Proficiency with Microsoft Visio

C1 BENEFITS


* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off


Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Pay Range

$70,000 - $110,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Share on your newsfeed