Required Training Manager
About the position:
This role owns the Voca CIC training function end-to-end, from strategy and curriculum design through lab development, live delivery, and continuous improvement. You will be the go-to expert for enablement across internal teams, channel partners, and enterprise customers globally, working cross-functionally with Product, R&D, and Sales to keep training aligned with the product and the market. If you want to be the person who makes sure every partner, customer, and teammate truly understands how to unlock the power of Voca CIC. This is where it happens.
About the Product:
Voca CIC is our flagship, award-winning Contact Center as a Service (CCaaS) portfolio, designed to meet organizations where they are today and where theyre going next. The portfolio covers two distinct opportunities: a Microsoft Teams-native contact center for organizations standardized on the Microsoft ecosystem, and a voice-platform-agnostic AI Receptionist that runs on top of any phone system.
Responsibilities:
Design, develop, and own the Voca CIC training curriculum end-to-end, covering platform administration, IVA design, contact center operations, and integrations, tailored to multiple audience levels including agentsand supervisors, administrators, partners, and technical teams.
Deliver remote instructor-led training sessions, for customers, channel partners and resellers, and internal teams including Professional Services, Support, and Sales Engineers.
Build and maintain hands-on lab environments and practical exercises that simulate real-world Voca CIC deployments and AI-driven contact center scenarios
Develop and manage a structured certification program to ensure consistent Voca CIC knowledge and delivery quality across the reseller and end customers ecosystem.
Create and maintain a full range of training assets including presentations, e-learning modules, video walkthroughs, quick-reference guides, and knowledge base content to support self-service enablement at scale.
Collaborate with Product Management and R&D to stay current on new features and releases, and translate product changes into updated training materials at every release cycle.
Evaluate training effectiveness through assessments, certification pass rates, and learner feedback, and continuously iterate to improve content quality and delivery outcomes.
Identify knowledge gaps in the field by working closely with the Voca SME, Professional Services, and Customer Success teams, and address them through targeted enablement programs.
About the position:
This role owns the Voca CIC training function end-to-end, from strategy and curriculum design through lab development, live delivery, and continuous improvement. You will be the go-to expert for enablement across internal teams, channel partners, and enterprise customers globally, working cross-functionally with Product, R&D, and Sales to keep training aligned with the product and the market. If you want to be the person who makes sure every partner, customer, and teammate truly understands how to unlock the power of Voca CIC. This is where it happens.
About the Product:
Voca CIC is our flagship, award-winning Contact Center as a Service (CCaaS) portfolio, designed to meet organizations where they are today and where theyre going next. The portfolio covers two distinct opportunities: a Microsoft Teams-native contact center for organizations standardized on the Microsoft ecosystem, and a voice-platform-agnostic AI Receptionist that runs on top of any phone system.
Responsibilities:
Design, develop, and own the Voca CIC training curriculum end-to-end, covering platform administration, IVA design, contact center operations, and integrations, tailored to multiple audience levels including agentsand supervisors, administrators, partners, and technical teams.
Deliver remote instructor-led training sessions, for customers, channel partners and resellers, and internal teams including Professional Services, Support, and Sales Engineers.
Build and maintain hands-on lab environments and practical exercises that simulate real-world Voca CIC deployments and AI-driven contact center scenarios
Develop and manage a structured certification program to ensure consistent Voca CIC knowledge and delivery quality across the reseller and end customers ecosystem.
Create and maintain a full range of training assets including presentations, e-learning modules, video walkthroughs, quick-reference guides, and knowledge base content to support self-service enablement at scale.
Collaborate with Product Management and R&D to stay current on new features and releases, and translate product changes into updated training materials at every release cycle.
Evaluate training effectiveness through assessments, certification pass rates, and learner feedback, and continuously iterate to improve content quality and delivery outcomes.
Identify knowledge gaps in the field by working closely with the Voca SME, Professional Services, and Customer Success teams, and address them through targeted enablement programs.
Requirements:
3+ years of experience in a technical training or enablement role within a Contact Center, CCaaS, IVR/IVA, or enterprise SaaS environment
Proven experience designing, developing, and delivering technical training programs for multiple audience types (customers, partners, internal teams).
Hands-on experience building lab environments that replicate production contact center architectures and AI-driven call flows
Strong working knowledge of IVR, IVA, and Conversational AI concepts and how they apply to real customer engagement scenarios
Experience developing training materials across formats including presentations, e-learning content, and video-based learning
Excellent verbal and written communication skills in English, with strong presentation and facilitation abilities
Proactive, self-driven, and capable of owning a function independently with minimal oversight
Advantage:
Familiarity with Microsoft Teams Phone and Teams-native certified contact center integrations
Experience with Conversational AI platforms and hands-on design of AI-driven voice interaction flows
Experience building and running partner certification or accreditation programs in a channel-driven model.
Background in CCaaS platforms such as Genesys, NICE CXone, Anywhere365, or Luware is a plus.
3+ years of experience in a technical training or enablement role within a Contact Center, CCaaS, IVR/IVA, or enterprise SaaS environment
Proven experience designing, developing, and delivering technical training programs for multiple audience types (customers, partners, internal teams).
Hands-on experience building lab environments that replicate production contact center architectures and AI-driven call flows
Strong working knowledge of IVR, IVA, and Conversational AI concepts and how they apply to real customer engagement scenarios
Experience developing training materials across formats including presentations, e-learning content, and video-based learning
Excellent verbal and written communication skills in English, with strong presentation and facilitation abilities
Proactive, self-driven, and capable of owning a function independently with minimal oversight
Advantage:
Familiarity with Microsoft Teams Phone and Teams-native certified contact center integrations
Experience with Conversational AI platforms and hands-on design of AI-driven voice interaction flows
Experience building and running partner certification or accreditation programs in a channel-driven model.
Background in CCaaS platforms such as Genesys, NICE CXone, Anywhere365, or Luware is a plus.
This position is open to all candidates.
