Assess training needs and identify gaps related to new-hire onboarding, day-to-day contact center operations, and advanced SME support.
Develop, update, and maintain training curricula, instructional materials, job aids, reference guides, and e-learning content for PAS-supported systems and processes.
Deliver training to agents and SMEs through in-person, virtual, and blended learning formats.
Support onboarding and recurrent training for Tier 1, Tier 2, and Tier 3 support personnel across PAS-supported contact center operations.
Ensure training content reflects operational processes and aligns with the PAS technology stack, including Genesys Cloud, Salesforce, ServiceNow, and AIVA-enabled workflows where applicable.
Coordinate with PAS leadership, contact center managers, and SMEs to validate training priorities, content accuracy, and readiness needs.
Facilitate knowledge transfer and support standardization of training approaches across multiple PAS-supported programs.
Measure training effectiveness through feedback, completion tracking, knowledge checks, and other performance indicators.
Recommend and implement continuous improvements to training content, delivery methods, and support materials.
Prepare training status updates, completion summaries, and other reports as requested by PAS leadership.

4+ years of experience supporting contact center training, workforce development, or operational training programs.
2+ years of experience developing and delivering training in a multi-team, customer support, or enterprise operations environment.
Experience creating and maintaining training materials, job aids, and instructional content.
Experience delivering training in virtual and/or in-person environments.
Strong written, verbal, facilitation, and stakeholder coordination skills.
Ability to manage multiple priorities and work effectively in a dynamic operational environment.
Bachelor’s degree required.
Self-motivated, reliable, and dependable with strong interpersonal and communication skills.

Contact Center Training Specialist

Key skills