Genesys Cloud CX Change Lead (Part-time)

## About the Role The Genesys Cloud CX Change Lead plays a crucial role in ensuring the successful adoption and integration of Genesys Cloud CX and other CCaaS platforms across various teams and customer environments. This involves a deep understanding of organizational change management principles, training and enablement strategies, and the ability to drive continuous learning. The ideal candidate will be well-versed in the technical aspects of Genesys Cloud CX, as well as possess excellent communication and interpersonal skills to facilitate smooth transitions and user adoption.

The role is part-time, offering a unique opportunity for professionals looking to leverage their skills in change management and contact center solutions in a flexible work arrangement. Miratech's commitment to a culture of relentless performance means the successful candidate will be part of a high-achieving team that values growth, innovation, and customer satisfaction.

Day-to-day responsibilities will include developing and executing comprehensive training curriculums, designing engaging training materials, and assessing organizational readiness for migrations. The ability to work collaboratively with project managers, functional analysts, and business analysts to align training and change activities with project milestones is essential.

## What You Will Do - Develop, execute, and maintain a complete Genesys Cloud CX training curriculum for all user roles, including Agents, Supervisors, Administrators, and Business Leaders.

• Design and create engaging, role-specific training materials, such as quick-reference guides, e-learning modules, and video tutorials, in both official languages.
• Assess organizational readiness and change impact for migrations, applying change management principles to ensure smooth user transitions.
• Develop and execute clear communication plans to articulate project benefits, timelines, and impacts to all stakeholders.
• Coordinate, schedule, and deliver dynamic training sessions, workshops, and clinics in various formats (virtual, in-person, hybrid).
• Partner with Project Managers, Functional Analysts, and Business Analysts to align training and change activities with project milestones.
• Monitor user feedback, training effectiveness, and adoption metrics to identify performance gaps and areas of resistance.
• Proactively develop and deliver targeted interventions, refreshers, and coaching to address adoption challenges and support post-go-live stabilization.
• Act as a key advocate for change, fostering collaboration between business and IT teams to drive long-term user competency and solution success.

## What We Are Looking For - 7+ years of experience as a trainer specializing in contact center solutions, with a strong focus on Genesys Cloud CX.

• At least 3 years of hands-on experience in Genesys Cloud migrations, implementations, or major upgrades.
• Proven ability to create comprehensive training programs for Genesys Cloud tailored to Agents, Supervisors, and Administrators.
• Strong coordination skills to schedule, manage, and track training sessions across multiple teams or clients.
• Change Management Acumen: Experience in developing communication plans, assessing organizational readiness, and driving user adoption.
• Domain Experience: Strongly preferred experience working with Genesys Cloud CX enablement, training, or implementation.
• Understanding of contact center operations and CCaaS environments.
• Experience supporting adoption of cloud contact center platforms during migrations or platform transformations.
• Experience with additional CCaaS platforms is a strong plus.

## Nice to Have - Certification in Genesys Cloud CX or related contact center solutions.

• Experience with project management tools and methodologies.
• Knowledge of adult learning principles and instructional design.
• Familiarity with agile methodologies and version control systems.

## Benefits and Perks - Competitive pay and benefits package, including health insurance.

• Relocation program for those looking to move.
• Opportunity to work from anywhere, with a flexible and remote-first work culture.
• Professional development opportunities, including certification programs, mentorship, and talent investment programs.
• Internal mobility and internship opportunities for career growth.
• Collaboration on impactful projects for top global clients, contributing to the future of industries.
• Welcoming multicultural environment with open communication and regular team-building company social events.
• Commitment to social sustainability values, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

- Ensure your resume and cover letter clearly outline your experience with Genesys Cloud CX and change management principles.

• Prepare examples of comprehensive training programs you've developed and executed in the past, highlighting your ability to tailor content to different user roles.
• Familiarize yourself with Miratech's culture and values, and be ready to discuss how your skills and experience align with their mission and growth mindset.
• Develop a portfolio or be prepared to share examples of your work, such as training materials or communication plans, to demonstrate your capabilities.
• Research the current market rate for your role and be prepared to negotiate your salary based on your experience and qualifications.
• Pay attention to the company's commitment to social sustainability and be prepared to discuss your own values and how they align with Miratech's pillars of sustainability.