at ConvergeOne in Bloomington, Minnesota, United States
Job Description
Training+Education Specialist
Job Locations
US-Virtual Office
Position Type
Regular Full-Time
Requisition ID
2024-6054
Category
Other
C1 Company Overview
C1: 1 Contact, 1 Connection, 1 Choice
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.
Overview
Summary
The Training + Education Specialist is responsible for developing, implementing, and maintaining Customer-facing training and education programs for the Genesys portfolio of contact center solutions. In this role, the Training + Education Specialist is the member of the project team responsible for delivering product education and training to Customer business users, agents, supervisors/managers, and operational and technical administrators.
Responsibilities
Essential Functions
Develops, implements, and maintains Customer-facing training programs for the Genesys portfolio of solutions:
Develops, writes, updates, and maintains training assets and materials, including Training Presentations (classroom training), User & Reference Guides, Cheat Sheets, Job Aids, and Training + Education Communications and Newsletter Articles
Integrates research, best practices, and industry trends to continuously improve training and education deliverables, content, and products
Maintains consistency with C1 and Genesys branding guidelines
Maintains a library of training materials and content
Delivers Customer training:
Collaborates with Customers, Project Managers, Solution Consultants, Engineers, and Developers to determine training requirements, objectives, strategies, plans, delivery methods, and logistics
Understands Customer use cases and operating environment for the purpose of applying and integrating that understanding into training delivery
Develops project training strategy and plan deliverables for Customer approval
Coordinates the Training phase of projects, including Customer-specific training material development, scheduling of training sessions, and training room requirements
Delivers onsite and remote (web/virtual-classroom based) end-user and train-the-trainer training to C1 customers
Provides Training Surveys to ensure metrics related to training participation, training objectives, and trainer performance are captured
Additional Specific Duties and Responsibilities
Participates in and supports project Quality Assurance and User Acceptance Testing as needed
Develops and delivers WEM and Analytics enablement workshops.
Provides cutover/go-live, first day of business, and/or floor support for customer projects as needed
Qualifications
Required Qualifications
Bachelor's degree in Education, Computer Science, Communications, or equivalent experience in the development and/or delivery of technical training courses
Experience with web conferencing and presentation applications
Excellent verbal and written communication skills
Basic understanding of contact center metrics and operations
Strong proficiency in Microsoft Office products, including Outlook, Word, Excel, PowerPoint, and SharePoint
Desired/Preferred Qualifications
Knowledge and experience with Genesys Cloud CX
Current Genesys Cloud CX related certifications, e.g. Certified Professional (GCP)
Industry certifications for training and/or technical experience
Extensive understanding of contact center metrics and operations
Proficiency with Microsoft Visio
Additional Information
C1 BENEFITS
* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment.... For full info follow application link.
EOE of Minorities/Females/Vets/Disability
