CX Enablement & Change Management Consultant (Genesys Cloud CX)
Miratech, Houston, TX, United States
Company Description
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%.
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
3-5 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 oursustainable business practicesfocused 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.
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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
3-5 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 oursustainable business practicesfocused 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.
#J-18808-Ljbffr