Genesys Cloud CX Training Specialist (Genesys Cloud CX)

Location: Work from anywhere; the posting lists Ottawa, ON, Canada.

Company

Global IT services and consulting company supporting digital transformation programs for enterprise and startup clients across more than 25 countries.

What you will do

• Deliver hands-on, scenario-based training for Genesys Cloud CX and WFM users across multiple business units.
• Facilitate live and virtual sessions using guided practice, click-through exercises, and real-world scenarios.
• Work with subject matter experts to create structured, timed training agendas from functional and technical content.
• Validate training environment readiness, including access, test data, prerequisites, and system configuration.
• Track attendance, feedback, assessments, and training progress, and report status to the program lead.
• Support Train-the-Trainer sessions and identify or escalate readiness risks.

Requirements

• 3+ years of experience delivering end-user training on enterprise software or CX platforms such as Genesys Cloud CX, Avaya, Verint, or NICE.
• Experience delivering interactive, scenario-based training using adult-learning principles.
• Experience with SCORM/LMS-based training content and strong facilitation and communication skills.
• Strong organizational and stakeholder coordination skills across multiple concurrent training workstreams.
• Ability to adapt training content, pacing, and delivery to audience needs and real-time feedback.

Nice to have

• Experience with WFM platform training, including forecasting, scheduling, and real-time adherence.
• Familiarity with Articulate Storyline.

Culture & Benefits

• Contract role with a remote, work-from-anywhere culture.
• Health insurance and a comprehensive compensation and benefits package.
• Relocation program and professional development opportunities, including certification and mentorship programs.
• Work with global clients in a multicultural and inclusive environment.
• Internal mobility, talent investment programs, and regular team-building events.