Training and Enablement Specialist

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

About the Position:

The Training and Enablement Specialist will deliver training to new hires and existing employees by facilitating virtual, online, and classroom training sessions. The specialist will follow a curriculum to deliver training courses to ensure each learner has the knowledge, skills and abilities to meet customer expectations and goals.

Courses will include essential soft skills, technical skills, core customer management skills, and business development/account management skills.

The specialist will be responsible for assessing the training needs of each learner and facilitating the training program to meet those needs, while managing and maintaining an effective learning environment. They will provide feedback and coaching to learners to ensure comprehension and retention of knowledge.

Responsibilities:

• Prepare and conduct training on essential soft skills, technical skills, core customer management skills, and business development/account management skills via classroom, online, and/or virtual training sessions for new and existing employees
• Partner with content development team to create and maintain instructor and trainee materials (course outlines, background material, instructional materials, and training aids).
• Partner with curriculum design teams to ensure proper adult learning techniques are used in the creation and delivery of training content
• Develop and maintain staff training records including performance feedback as it relates to participant abilities
• Participate in needs analysis sessions with business leaders to ensure the business and their goals are always represented in learning content creation and delivery
• Work with product development teams to ensure content is accurate and up to date at all times
• React to change effectively and handle other tasks as assigned, including working other shifts as needed
• Develop and maintain effective working relationships with all levels in the organization
• Take appropriate corrective action for continuous quality improvement and customer satisfaction
• Continuously enhance instructional delivery and presentation skills.
• Travel to training sites as needed to conduct training

Requirements:

• Excellent communication skills, both written and verbal
• Strong documentation and presentation skills
• Previous experience in a performance management, supervisory, and/or SaaS training background preferred

• Requires a high level of attention to detail
• Comfortable working in a fast-paced team environment
• Proficiency in troubleshooting complex systems
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Ability to conduct research into a wide range of issues is required

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$65,350.00 - $128,150.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.