Genesys Cloud CX Change Lead (Part-time)

We are looking for a Genesys Cloud CX Change Lead to support the successful adoption of Genesys Cloud CX and other CCaaS platforms across internal teams and customer environments.

This role combines organizational change management enablement and training ensuring that teams not only understand the platform but also successfully adapt their processes and ways of working to new CX technologies.

The position focuses on driving platform adoption operational readiness and continuous learning across business and technology contact center teams.

Part-time employement.

Key Responsibilities:

• Develop execute and maintain a complete Genesys Cloud CX training curriculum for all user roles (Agents Supervisors Administrators Business Leaders).
• Design and create engaging role-specific training materials including 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.

Qualifications :

• 7 years of experience as a trainer specializing in contact center solutions.
• 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.
• Bilingual proficiency with the ability to create content and deliver training in both official languages (English/French).
• Change Management Acumen: Experience in developing communication plans assessing organizational readiness and driving user adoption skills that are highly beneficial for this role.

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.

Additional Information :

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 our sustainable business practices focused 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.

Remote Work :

Yes

Employment Type :

Full-time

Department / Functional Area: Engineering
Experience: years
Vacancy: 1