Genesys Cloud CX Change Manager

Miratech; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading technology firm is seeking a Change Manager to drive user adoption and support transformation initiatives across a multi-client environment. The ideal candidate will have proven experience in change management, solid knowledge of Genesys Cloud CX, and strong stakeholder management skills. This full-time position allows for remote work and offers competitive pay along with extensive professional growth opportunities.

Benefits

Health insurance

Relocation program

Professional development opportunities

Dynamic global team environment

Qualifications

• Proven experience as a Change Manager or Organizational Change Lead in technology transformation.
• Solid understanding of Genesys Cloud CX user interface and workflows.
• Experience in developing user adoption plans for enterprise systems.

Responsibilities

• Develop and execute change management strategies and communication plans.
• Assess change impact and organizational readiness.
• Plan and deliver training programs and onboarding sessions.

Skills

Change management

User adoption

Stakeholder management

Presentation skills

Training material development

Emotional intelligence

Tools

Genesys Cloud CX

Prosci ADKAR

Agile methodologies

Job description

The Genesys Cloud CX Change Manager will be responsible for driving user adoption communication and organizational readiness for transformation initiatives across a large multi-client environment. This role ensures that transitions are smooth, well-communicated and effectively supported at every stage. The Change Manager will partner with business technical and training teams to prepare users for new tools, processes and ways of working — ensuring long-term success and stability of the implemented solutions.

Responsibilities

• Develop and execute change management strategies and communication plans in the 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.

Qualifications

• 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.

We offer

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join a sustainable business practices focused on five pillars including IT education, community empowerment, fair operating practices, environmental sustainability and gender equality.

Remote Work: Yes

Employment Type: Full-time

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other protected status under applicable law.