CX Enablement & Change Management Consultant

Job Description

We are looking for a CX Enablement & Operational Change Management Specialist to support the successful adoption of Genesys Cloud CX and other CCaaS platforms across internal teams and customer environments.

This role combines operational change management, enablement, and training, ensuring that teams not only understand the platform but also successfully adapt their processes and ways of working to new CX technologies.

The position focuses on driving platform adoption, operational readiness, and continuous learning across business and technology contact center teams.

Key Responsibilities:

• Support operational change initiatives related to CX platform adoption, helping teams transition to new tools, processes, and operating models.
• Contribute to change communication and adoption strategies for platform rollouts, feature releases, and operational updates.
• Design and deliver enablement programs that support onboarding, role readiness, and adoption of Genesys Cloud CX and related CX technologies.
• Develop learning materials such as playbooks, guides, presentations, and e-learning content explaining contact center operations, platform capabilities, and best practices.
• Facilitate live and virtual training sessions for internal teams and clients, ensuring a clear understanding of platform features and operational workflows.
• Collaborate with CX Delivery, Customer Success, and Technical teams to ensure enablement content reflects real implementation scenarios and business priorities.
• Monitor training participation, knowledge retention, and platform adoption indicators, using insights to continuously improve enablement programs.
• Maintain learning materials in LMS platforms and knowledge bases, ensuring content remains current with platform updates.

Qualifications

• 5+ years of experience in enablement, training, organizational change management, or CX transformation programs.
• Proven experience designing and delivering learning programs for technology platforms or CCaaS products.
• Strong facilitation skills with experience in training hybrid or distributed teams.
• Ability to explain complex technical topics in a clear and structured way.
• Strong collaboration skills and experience working with cross-functional stakeholders.
• Experience with LMS platforms, e-learning authoring tools, or enablement systems.

Domain Experience (Strongly Preferred)

• Experience working with Genesys Cloud CX enablement, training, or implementation.
• Understanding of contact center operations and CCaaS environments.
• Experience supporting the adoption of cloud contact center platforms during migrations or platform transformations.
• Experience with additional CCaaS platforms is a strong plus.

Additional Information

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.