Genesys Cloud CX Training Specialist (Genesys Cloud CX)

Location: Montreal, QC, Canada; remote work is supported through a work-from-anywhere culture.

Company

Global IT services and consulting company supporting digital transformation programs for large enterprises and growing businesses across more than 25 countries.

What you will do

• Deliver hands-on, scenario-based end-user training for Genesys Cloud CX and WFM 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 convert functional and technical content into structured training agendas.
• Validate user access, test data, prerequisites, and system configurations before each session.
• Track attendance, feedback, assessments, and training progress; report status to the OCM or Program Lead.
• Develop and maintain SCORM/LMS content, job aids, guides, and Train-the-Trainer materials.

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.
• Ability to coordinate multiple concurrent training workstreams and adapt content and pacing to audience needs.
• WFM platform training experience, including forecasting, scheduling, and real-time adherence, is strongly preferred.

Nice to have

• Familiarity with Articulate Storyline.
• Experience with WFM platform training.

Culture & Benefits

• Work-from-anywhere culture with remote-work flexibility.
• Health insurance and a comprehensive compensation and benefits package.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Collaboration with global clients in a multicultural and inclusive environment.
• Regular team-building events and a focus on sustainable business practices.