Genesys Cloud CX Training Specialist

Miratech; Massachusetts; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Relentless Performance Culture

Competitive Pay & Benefits

Remote Work Flexibility

Growth Opportunities

Global Projects

Multicultural Environment

Sustainability Values

Job summary

Miratech is seeking a Genesys Cloud CX Training Specialist to deliver hands-on, scenario-based training across business units. The role focuses on live and virtual sessions, working with SMEs to build structured training agendas and to prepare SCORM/LMS content including Articulate Storyline.

Ideal candidates have 3+ years in enterprise software training, strong facilitation skills, and experience with WFM and adult-learning principles.

Qualifications

• 3+ years delivering end-user training on CX platforms.
• Experience with Genesys Cloud CX and WFM training.
• Experience creating SCORM/LMS content and using Articulate Storyline.
• Strong facilitation and stakeholder coordination skills.

Responsibilities

• Deliver hands-on end-user training for Genesys Cloud CX and WFM across units.
• Facilitate live and virtual sessions with scenario-based practice.
• Collaborate with SMEs to convert content into timed training agendas.
• Validate training environment readiness ahead of sessions.
• Track attendance and report progress to the program lead.
• Develop and maintain SCORM/LMS content; use Articulate Storyline.
• Create user-facing job aids and guides for learners.
• Support Train-the-Trainer sessions for LOB Change Champions.
• Identify readiness risks and adjust pacing as needed.
• Adapt training approach based on engagement and feedback.

Skills

Genesys Cloud CX

Facilitation

Adult learning

SCORM LMS

Articulate Storyline

Training delivery

Stakeholder coordination

WFM training

Tools

Articulate Storyline

SCORM LMS

Job description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

We are looking for a Genesys Cloud CX Training Specialist to support a large-scale enterprise migration and transformation program. The role will focus on delivering hands-on, scenario-based training to end users across multiple business units

Responsibilities:

• Deliver hands-on, scenario-based end-user training for Genesys Cloud CX and WFM across multiple business units.
• Facilitate live and virtual training sessions using a hands-on, click-through approach focused on guided practice and real-world scenarios rather than slide-based presentations.
• Work closely with Subject Matter Experts to convert functional and technical content into structured, timed training agendas.
• Validate training environment readiness, including user access, test data, prerequisites, and required system configurations, ahead of each session.
• Track attendance, participant feedback, assessment completion, and overall training progress; report status to the OCM/Program Lead.
• Support the development and maintenance of SCORM/LMS-based training content, including materials created with Articulate Storyline.
• Develop and maintain user-facing job aids, guides, and other supporting learning materials.
• Support Train-the-Trainer sessions for LOB Change Champions.
• Identify and elevate training readiness risks related to environment availability, content, participant readiness, or session pacing.
• Adjust training approach and pacing based on participant engagement, knowledge level, and real-time feedback.

• 3+ years of experience delivering end-user training on enterprise software and CX platforms, such as Genesys Cloud CX, Avaya, Verint, NICE, or similar solutions.
• Proven experience delivering interactive, scenario-based training using adult-learning principles.
• Experience developing or delivering SCORM/LMS-based training content; familiarity with Articulate Storyline is a plus.
• WFM platform training experience, including forecasting, scheduling, and real-time adherence, is strongly preferred.
• Strong organizational and stakeholder coordination skills, with the ability to manage multiple concurrent training workstreams.
• Excellent facilitation and communication skills, with the ability to adapt training content, pacing, and delivery based on audience needs.

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 oursustainable business practicesfocused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* 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.