Technical Instructor

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?The Technical Instructor will deliver training to new hires and existing employees by facilitating virtual, online, and classroom training sessions. The Technical Instructor will follow a curriculum to deliver training courses to ensure each learner has the knowledge, skills and abilities to meet customer expectations and goals.Training courses will include essential soft skills, technical troubleshooting skills, and core customer service skills are fully understood by learners. The Technical Instructor will be responsible for assessing the training needs of each learner and facilitating the training program to meet those needs, while managing and maintaining an effective learning environment. They will provide feedback and coaching to learners to ensure comprehension and retention of knowledge. Summary: Technical Instructors have the ability to help shape the future of Product Support by ensuring our teams are ready to deliver a world class customer experience. Instructors get to be the face of product support while seeing employees grow in their abilities due to the training delivered by the instructor.Key Responsibilities:Prepare and conduct technical training, essential soft skills, and customer service programs via classroom, online, and/or virtual training sessions for new and existing employeesCreate and maintain instructor materials (course outlines, background material, instructional materials, and training aids).Partner with curriculum design teams to ensure proper adult learning techniques are used in the creation and delivery of training contentDevelop and maintain staff training records including performance feedback as it relates to participant abilitiesWork with product development teams to ensure content is accurate and up to date at all timesReact to change effectively and handle other tasks as assigned, including working other shifts as needed Develop and maintain effective working relationships with all levels in the organization Take appropriate corrective action for continuous quality improvement and customer satisfaction Continuously enhance technical instructional delivery and presentation skills.Travel to training sites as needed to conduct trainingRequirementsExcellent communication skills, both written and verbalStrong documentation and presentation skillsPrevious experience in a performance management, supervisory, and/or technical training background preferred Requires a high level of attention to detail Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devicesAbility to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECsComfortable working in a fast-paced team environmentProficiency in troubleshooting complex systemsExceptional interpersonal skills, with a focus on rapport-building, listening and questioning skillsAbility to conduct research into a wide range of issues is requiredBachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience preferredCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  $74,750.00 - $155,250.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comAbout Genesys:Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.comReasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.