Genesys Cloud CX Change Lead (Part-time) at Miratech — NeverHard

Job Description We are looking for a Genesys Cloud CX Change Lead to support the successful adoption of Genesys Cloud CX and other CCaaS platforms across internal teams and customer environments. This role combines organizational 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. Part-time employement. Key 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.