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Software Solutions Trainer

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Do you have a calling for teaching?  Do you find that you have a knack for delivering knowledge and instruction towards the benefit of enhancing the skills of those who receive it?  Are you a first-rate educator who is able to tailor material based on intended audiences? Do you get energized by working in a high-performance IT environment, in collaboration with other smart dynamic trailblazers who obsess over the perfect delivery of learning material?

USAN is a revolutionary contact center solutions provider, promoting 21st century values rooted in work-life balance, flexibility and career growth opportunities.

Role Summary:

The Software Solutions Trainer is the link between the services that USAN provides and the end-users that use it.  The trainer’s responsibilities are as follows:

  • Understand the capabilities of USAN’s Contact Center services (ACD, WFM, Dialer, Omni-Channel, etc.) and, more specifically, understands every aspect of how to operate and interface with them from an end-user’s perspective
  • Learn the client’s environment and business needs to determine how the training material and delivery need to be tuned to meet the client’s needs.
  • Works with a learning documentation specialist to create specific customer training material as well as a more generic set of material.
  • Works with the client over the phone to define a training curriculum, dates, schedule, and success criteria.
  • Travels to the customer site and delivers train-the-trainer classes and/or end-user training classes.

This position requires the technical training capacity to understand complex solutions and software interfaces along with the emotional intelligence and soft-skills to teach less technical individuals. The applicant will be asked to provide evidence of their ability and past examples where they succeeded.

 

Job Duties:

  • Capture business, functional and technical training requirements from customers and internal users
  • Works with the learning documentation specialist to develop specific training course material
  • Responsible for the on-site and remote delivery of all training courses for USAN’s Contact Center Services

Basic Qualifications

  • Bachelor’s degree in Business or IT-related fields
  • 3+ years’ experience as Contact Center Trainer
  • 3+ years’ experience of customer interfacing experience – training oversight, customer presentation
  • Must have excellent communication skills (written and verbal) including but not limited to:
    • Possess the ability to present material in a clear and concise manner
    • Possess the ability to communicate directly to end-user level as well as manager, supervisor, and even contact center manager levels
  • Must work well in fast-paced, customer and deadline-driven environment with minimal supervision and demonstrate initiative and good judgment
  • Must possess the ability to manage multiple projects, adapt to changing priorities and demonstrate effective time-management skills to comply with project deadlines
  • Must have knowledge of modern office software including Microsoft PowerPoint, SharePoint, Project, et cetera.

Preferred Qualifications

  • 5+ years of software training experience
  • Experience working with and/or training on contact center software
  • Experience working with Aspect contact center software (ACD, Dialer, Work-Force Management), Teleopti Work-Force Management, and EngHouse contact center software a big plus
  • Experience with the integration between IVR and contact center technology

Job Benefits

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions

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