Training and Education
2000017W Requisition #

Day Regular Shift - Monday to Friday

About the Position:

The Technical Trainer will onboard new and up train tenured employees by facilitating systems and conducting process training in both a classroom and a virtual learning environment. They ensure each learner has the knowledge, skills, and abilities to meet customer expectations and goals. The Technical Trainer will be responsible for assessing the training needs of each learner and facilitating the training program to meet those needs while managing and maintaining an effective learning environment. They will provide feedback and coaching as needed where quality.


  • Facilitate training and development of existing staff at all technical levels including assistant trainers New hire training and development
  • Train and develop team members on proper procedures for Supporting our customer base
  • Facilitate team meetings and training sessions
  • Develop and maintain staff training records
  • Responsible for tracking all necessary documentation to ensure training is up to date.
  • Work with Senior Training and Tech Support Specialist to maintain updated training material
  • Utilize training materials, videos experienced personnel to maximize technicians' education and development
  • React to change effectively and handle other tasks as assigned, including working other shifts as needed Develop and maintain effective working relationships with all levels in the organization
  • Take appropriate corrective action for continuous quality improvement and customer satisfaction


  • Bachelor's degree preferred
  • Previous experience in performance management, supervisory, and/or technical training background preferred
  • Proficient in Microsoft Office
  • Requires a high level of attention to detail Ability to understand and use work planning skills and business analytics
  • Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
  • Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
  • Having experience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web servers
  • You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.
  • You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.
  • Proficiency in troubleshooting complex systems
  • Excellent communication skills, both written and verbal
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Strong documentation skills
  • The ability to research a wide range of issues is required
  • Ability to present ideas in a user-friendly, business-friendly manner
  • You will have a bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience

Who Are We?

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 ServiceSM 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 CloudTM, 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 #LI-CC1

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.



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