Technical Trainer: VoIP, CCaaS & Contact Center Mastery

ESOL IT SERVICES INC.; Mabalacat; On-site; PHP 400,000 - 520,000; Full time

Job summary

ESOL IT SERVICES INC. in Clark, Pampanga is seeking an experienced Technical Trainer to design and deliver hands-on training programs for technical accounts.

You will develop learning materials, coach trainees, and ensure new hires gain technical, behavioral, and operational skills required for success. You will lead multi-week onboarding, nesting, and ongoing training sessions, while coaching learners in nesting and BQM environments and delivering feedback to drive performance metrics.

Qualifications

• At least 2–3 years of experience as a Trainer supporting a Technical/Tech account.
• Strong understanding of cloud-based telephony (VoIP) including inbound/outbound calls, transfers, conferencing, voicemail, and agent state management.
• Knowledge of CCaaS platforms including queue management, skills-based routing, call flows, and service level concepts.
• Demonstrated experience in curriculum development and training material creation.
• Excellent working knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Strong English verbal and written communication skills.
• Willing to work on shifting or graveyard schedules.
• Amenable to working onsite in Clark, Pampanga.

Responsibilities

• Create, facilitate, and continuously revise training materials and documentation to equip employees with essential skills and knowledge.
• Facilitate multi-week transmission and blended new-hire training and nesting.
• Facilitate floor training and BQM training for the assigned program.
• Conduct multi-hour learning sessions covering product, behavioral, process, and tool changes.
• Coach trainees and provide timely, constructive feedback to achieve performance metrics.
• Provide coaching, feedback, and supervision during OJT, Nesting, TQ, and Evolution.
• Monitor and oversee new-hire progression and enhancement training.
• Identify learning gaps and implement effective solutions.
• Establish and maintain communication with clients and team members to meet business expectations.

Skills

Curriculum development

Coaching

Facilitation

Presentation

Classroom management

Microsoft Office

English communication

Job description

ESOL IT SERVICES INC. in Clark, Pampanga is seeking an experienced Technical Trainer to design and deliver hands-on training programs for technical accounts.

You will develop learning materials, coach trainees, and ensure new hires gain technical, behavioral, and operational skills required for success. You will lead multi-week onboarding, nesting, and ongoing training sessions, while coaching learners in nesting and BQM environments and delivering feedback to drive performance metrics.