210000U2 Requisition #

Position Purpose
The goal of the Training Specialist for the Customer Success Academy (CS Academy) is to design and develop learning opportunities (both live and virtual) using a variety of modalities and tools.

Key Responsibilities
The Training Specialist will leverage technology and expertise across Genesys to learn and understand the business and identify gaps and areas of opportunity for training and enablement so that every CS role has the knowledge, tools and skills to thrive as a world class customer success professional.

This role will work closely with related functions to develop this content and support content development within the CS Academy practice. They will partner with the CS Academy Leader, program owners and training specialist to implement pre-defined courses and learning plans, while demonstrating ingenuity and creativity in the development process and final product.

Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):

  • Designing learning curriculums that include training manuals, course material, online learning modules, ILT, reference guides, FAQs, assessments, etc.
  • Operationalizing end-to-end learning by offering subsequent development opportunities that keeps content fresh and avoids the “singular learning event” (where necessary depending on subject matter)
  • Writing scripts, course descriptions, and other material to support and advertise CS Academy
  • Using customer feedback and content analytics, recommend future training investments and day-to-day improvements
  • Collaborating with Subject Matter Experts (individual contributors, leaders and team members outside of the CS Organization) to collect content, videos, images, ideas, etc. to build robust eLearning content and other learning opportunities
  • Synthesizing complex topics and reassembling them in consumable learning opportunities that identify with a level on Bloom’s Taxonomy
  • Delivering quality projects with tight deadlines and on-time

Required Qualifications

  • Experience with
    • ADDIE Instructional Design model, Bloom’s Taxonomy, learner personas and other instructional design methodologies
    • Articulate 360 (both Rise and Storyline) or Captivate and Camtasia (advanced preferred)
    • Productivity tools including PowerPoint/Excel/Word and Learning platforms
  • Proven ability to:
    • Effectively communicate with SMEs, technologists and designers
    • Storyboard or script highly interactive and impactful training
    • Collaborate and work effectively as part of a team.
  • Strong written and verbal communication skills.
  • Impeccable detail orientation and time management, organizational and multi-tasking skills
  • 3+ years’ experience in graphic design, instructional design, training and development or training delivery for technical subject matter
  • BA or BS degree in Graphic Design, Instructional Design, Communications or other related field
  • Preferred knowledge and skills
    • Graphic design skills preferred
    • Customer Experience or Customer Success Management experience
    • Knowledge of or experience with Contact Center Technology preferred



Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from home opportunities

Development and career growth opportunities

Open Time Off

401(k) matching program

Adoption Assistance 

Infertility treatments


See more Genesys benefits information at https://mygenesysbenefits.com/ 




Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.


Genesys is an equal opportunity employer committed to diversity 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. #LI-SG1

Previous Job Searches

Activity Feed

Job shares through Genesys
Someone applied to the Software Engineer, Intern position. 23 minutes ago
Someone applied to the Sr. Project Manager position. 23 minutes ago
Someone applied to the Human Resources Partner position. 23 minutes ago
Someone applied to the Partner Marketing Manager position. 39 minutes ago
Someone applied to the Sr. Director, Sox Compliance position. 39 minutes ago