To complement our rapid growth, we are seeking a specialist technical training superstar to join the WFO busy WFO practice and support the new partner enablement program.  As an expert in WFO you will be experienced with delivering Verint and or Five 9 WFO, training including WFM. You will have a genuine passion for training and should be adept in instructional design and training delivery.  In this exciting, fast-paced role you will help design, develop, and deliver technical training in virtual classroom environments as well as live delivery as part of the new Partner Enablement program.  These technical courses cover foundational and advanced concepts to enable partners in the implementation and usage of both Five 9 and Verint WFO solutions.

The ideal candidate will be fluent in all aspects of technical WFO training,and should have demonstratable skills including instructional design for WFM and QM, delivered via eLearning development, virtual and live delivery. 

Working closely with the Partner management and Education services teams, this role will also be responsible for coordinating and administering assessments, helping support partners through the program and providing ongoing support to partners following certification.

As a key contributor to the Professional Services Team, we are looking for a passionate, self-managed individual who can work well under pressure on their own and as part of a cohesive team to help us delight our customers and grow our business.

Location:

Remote US 

KeyResponsibilities:

• Design and develop training curriculum and content for instructor-led classes for both classroom and virtual classroom delivery.
• Deliver technical training in classroom and virtual environments to internal employees and external partners.
• Engage with Internal Subject Matter Experts on defining training needs.
• Onsite delivery of standard and custom training.
• Consult with subject matter experts to understand technical requirements.
• Coordinate and or develop WFO training required to support the partner enablement program,
• Achieve and maintain certifications for courses to be delivered.
• Quickly ramp-up on new courses as needed.
• Build and maintain excellent relationships with key internal and external customers to ensure the highest level of customer satisfaction.
• Work with SME, to create assessments/certifications for Partner Enablement Training .
• Work with Partners to coordinate their progress through the enablement program.
• Provide ongoing support to Partners, following initial certification.

KeyRequirements:

• Must be a poised, confident and in control communicator with experience leading classroom training.
• Ability to command a classroom consisting of students ranging from services partners versed in competitor products, experienced implementation experts in call center solutions and associate level employees just learning the business.
• Must be a self-starter possessing excellent time management skills; able to manage multiple activities simultaneously with minimal oversight.
• Minimum 3 years of instructional design and delivery in a technology capacity.
• Experience delivering customer or partner training sessions both on-site and remote.
• Hands-on work with a remote training tool such as Zoom.
• Background in developing technical training for both classroom and virtual classroom delivery.
• Experience in delivering off the self and bespoke Verint and or F9 WFO training / consultancy for both WFM and QM
• Will to master new technologies quickly.
• Understanding of Cloud-based services, networking, Internet concepts, website design,
• Minimum 5 years of hands-on experience in call center technologies (PBX, Dialer, ACD, CTI, VoIP and IVR) and contact center practices.

Preferred Qualifications

• Experience with contact center integrations such as CTI to CRM services desirable.
• Experience with building a certification program is a huge plus.
• Experience in LMS and eLearning development (online training programs) desired.
• Experience managing delivery, support, and implementation of WFO (QM/QO, Analytics and Workforce Management solutions).
• Verint Certification is highly desired.
• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
• Previous experience of curriculum management, highly desirable.
• Willingness to travel up to 25% with some international travel.
• Excellent written and verbal skills
• BA/BS or equivalent experience