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Training and Education
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210002EI Requisition #

Job Title: Technical Instructor   

Department & Team: Services, Beyond Education

Job Reports to: Team Lead, Beyond Delivery

FLSA Status: Exempt

Hiring Mgr: Marcus Schweiger

 

Job Summary

The Technical Instructor will be responsible for delivering high quality technical product training across multiple platforms through in-person and virtual training commitments. This position may also support multiple time zones, locations, and languages.This role will be responsible for working with the education team, product managers, documentation specialists, and developers in the development and delivery of courseware for instructor-led and web-based training. Other duties include: working on special projects as needed, gaining practical field experience, providing on-site training as required and preparing the classroom for upcoming classes.

 

Major Responsibilities/Activities

  • Deliver high quality, high value classes to customers to support the goal of preparing students to use and administer Genesys products to improve contact center efficiency.
  • Understand how Genesys products are used in the contact center and translates that understanding into outstanding course content.
  • Closely follow development of assigned products or technologies, and new software releases for existing products.
  • Remain responsive to the needs of students and follow-ups on all student issues in a timely and professional manner.
  • Prepare classroom by verifying images and ensure that classroom meets quality standards.
  • Participate in specifying the educational curriculum and developing courseware for products and software releases, as assigned; this may include assistance in development of course content and presentation material, written course labs, instructor notes, on-line courses, webinars, labs, or other course media.
  • Maintain and further develop technical knowledge to stay current with changing technology, products and product features. Contributes ideas and suggestions to improve the overall value, morale and teamwork of the department.
  • Participates in projects to help market education both internally and externally.

  

 

Minimum Requirements

  • Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Technology/or related discipline
  • 5 years of experience as a product Instructor or a combination of 5 years’ related technical and instruction experience
  • Experience with Contact Center environments preferred
  • Excellent interpersonal presentation and communication skills – both written and verbal 
  • Proven excellence with customer facing activities; must have a passion for customer satisfaction
  • Ability to work in a team environment
  • Proactive and independent with a positive attitude
  • Ability to work in a fast-paced environment and willing to address complex problems with minimal direction
  • Takes on learning opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm 
  • Resolves conflict situations effectively with a minimum of noise 
  • Empowered by ownership of projects
  • Thrives in a dynamic environment with a high-level of self-sufficiency
  • Travel may be required – up to 35%
  • Fluent English is mandatory
  • Fluent in Spanish is highly desirable 

 

 

Additional Preferred Skills

  • Experience with Genesys products
  • VoIP knowledge and experience including: IP phone configuration, IP gateway configuration, TCP/IP network analysis and troubleshooting and SIP-based telephony
  • Experience with web-based instructional tools (e.g., Adobe Connect, WebEx, etc).

 

Benefits 

  • Medical, Dental, and Vision Insurance
  • Paid Parental Leave
  • 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/

 

 

 

 

 

Covid-19

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 December 31, 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® orchestrates more than 70 billion 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.


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.

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