Genesys Cloud CX Change Manager/Trainer

Who we are

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across  5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

The Genesys Cloud CX Trainer & Adoption Specialist will be responsible for driving user adoption, communication, and organizational readiness for Genesys Cloud migration and transformation initiatives. Leveraging deep contact center and change management expertise, this role ensures transitions are smooth, well-communicated, and effectively supported. By creating and delivering targeted training and managing change, the specialist prepares users for new tools and processes, ensuring the long-term success and stability of implemented solutions in a multi-client environment.

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.

• Minimum 5 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.

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.