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 21^st 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 contact center software (ACD, Dialer, Workforce Management)
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