Change & Training Lead — Contact Center Transformation

Capgemini; Miami (FL); On-site; USD 62,000 - 96,000; Full time

Job summary

Capgemini is seeking an OCM Lead to drive business readiness, communications, training, and adoption for a contact center transformation initiative with the Genesys platform. You will partner closely with client stakeholders, project leadership, and the Genesys vendor team to prepare impacted users for the transition to the new contact center platform.

The ideal candidate is a strong communicator with experience leading training and change efforts for technology implementations, able to

Qualifications

• Strong communicator with experience leading training and change efforts for technology implementations.
• Ability to influence stakeholders and facilitate training sessions.
• Ability to translate technical concepts into clear learning materials.

Responsibilities

• Develop and execute the OCM strategy, communications plan, stakeholder engagement activities, and readiness framework.
• Build and manage the end-to-end training approach, including learning plans, training materials, job aids, quick reference guides, and training completion tracking.
• Lead Train-the-Trainer (TTT) sessions and enable business trainers to successfully deliver training to end users.
• Partner with client stakeholders and the Genesys implementation team to align communications, training content, deployment activities, and adoption support.
• Facilitate workshops, readiness reviews, and stakeholder meetings across business and technology teams.
• Support deployment planning, go-live readiness assessments, hypercare activities, and feedback collection.
• Manage and mentor an offshore OCM Analyst responsible for documentation, content development, training materials, communications support, and project reporting.
• Provide executive-ready updates on change impacts, training progress, readiness status, risks, and mitigation actions

Skills

Communication

Training

Change management

Facilitation

Stakeholder engagement

Tools

Genesys

Job description

Capgemini is seeking an OCM Lead to drive business readiness, communications, training, and adoption for a contact center transformation initiative with the Genesys platform. You will partner closely with client stakeholders, project leadership, and the Genesys vendor team to prepare impacted users for the transition to the new contact center platform.

The ideal candidate is a strong communicator with experience leading training and change efforts for technology implementations, able to