Technical Trainer - Cloud, AI & CCaaS Programs

Sutherland; Mabalacat; On-site; PHP 335,000 - 558,000; Full time

Job summary

Sutherland in the Philippines is seeking a trainer to design and deliver materials for onboarding and ongoing staff development. You will oversee nesting, coaching, and multi-week training programs, ensuring knowledge transfer and performance alignment across teams.

The role emphasizes strong English communication, mastery of Microsoft Office, and adaptability to shifting schedules in a tech account environment.

Qualifications

• Bachelor’s degree in any field (Major in Education or Communication preferred).
• At least 2-3 years of work experience as a Trainer supporting a Tech account.
• Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
• Strong English verbal and written communication skills.
• Strategic in developing solutions and process improvements.
• Willingness and ability to work in a shifting or graveyard schedule.
• Strong understanding of cloud-based telephony (VoIP), including inbound and outbound call handling, call transfers, conferencing, voicemail, and agent state management.
• Knowledge of Contact Center as a Service (CCaaS) platforms, including queue management, skills-based routing, call flows, and service level concepts.

Responsibilities

• Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge.
• Fill out accurate reports.
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet company expectations.
• Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting.
• Facilitate all aspects of floor-training and BQM Training for the program.
• Responsible for self-skilling & certification during periods of un-activity (classroom).
• Supervise and coach learners in nesting & BQM type environments.
• Facilitate multi-hour product, behavioral or tool change type learning experiences.
• Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions; and
• Coach and give feedback to trainees to help them fulfill performance metrics.
• Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution.

Skills

English communication

Coaching

Client communication

Training delivery

Process improvement

Schedule flexibility

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Sutherland in the Philippines is seeking a trainer to design and deliver materials for onboarding and ongoing staff development. You will oversee nesting, coaching, and multi-week training programs, ensuring knowledge transfer and performance alignment across teams.

The role emphasizes strong English communication, mastery of Microsoft Office, and adaptability to shifting schedules in a tech account environment.