Technical Trainer (CCaaS)

Location: Onsite in Clark Freeport, Pampanga, Philippines

Company

hirify.global provides AI, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Create, facilitate, and revise training materials and supporting documents.
• Deliver multi-week new-hire training, nesting, floor-training, and BQM training.
• Facilitate product, behavioral, and tool-change learning sessions.
• Supervise, coach, and provide feedback to learners during OJT, nesting, TQ, and evolution stages.
• Track new-hire progression, complete accurate reports, and implement solutions to improve performance.
• Communicate with clients and team members to understand needs and resolve issues.

Requirements

• Bachelor’s degree in any field; Education or Communication is preferred.
• At least 2–3 years of experience as a trainer supporting a technology account.
• Strong English verbal and written communication skills.
• Excellent knowledge of Microsoft Office, including Excel, PowerPoint, Word, and Outlook.
• Knowledge of cloud-based telephony and CCaaS platforms, including call handling, queue management, skills-based routing, call flows, and service-level concepts.
• Ability to work onsite in Clark, Pampanga, including shifting or graveyard schedules.

Culture & Benefits

• Opportunity to support technology-focused training programs and digital business operations.
• Self-skilling and certification are expected during periods of classroom inactivity.
• Work involves collaboration with clients, team members, and trainees.