OCM Training Lead

Miami, FL, United States (On-site)

Contract (5 months 26 days)

Published 8 days ago

stakeholder management

Communications Management

change management

Risk & Issue Management

Content Development

OCM Frameworks

project coordination

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The OCM Lead will drive business readiness, communications, training, and adoption activities for a contact center transformation initiative.

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This role will partner closely with client stakeholders, project leadership, and the Genesys vendor team to prepare impacted users for the transition to a new contact center platform.

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The ideal candidate is a strong communicator with experience leading training and change efforts for technology implementations.

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This role requires the ability to influence stakeholders, facilitate training sessions, and translate technical concepts into clear, user-friendly communications and learning materials.

Key Responsibilities:

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Develop and execute the OCM strategy, communications plan, stakeholder engagement activities, and readiness framework.

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Build and manage the end-to-end training approach, including learning plans, training materials, job aids, quick reference guides, and training completion tracking.

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Lead Train-the-Trainer (TTT) sessions and enable business trainers to successfully deliver training to end users.

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Partner with client stakeholders and the Genesys implementation team to align communications, training content, deployment activities, and adoption support.

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Facilitate workshops, readiness reviews, and stakeholder meetings across business and technology teams.

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Support deployment planning, go-live readiness assessments, hypercare activities, and feedback collection.

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Manage and mentor an offshore OCM Analyst responsible for documentation, content development, training materials, communications support, and project reporting.

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Provide executive-ready updates on change impacts, training progress, readiness status, risks, and mitigation actions

The pay range that the employer in good faith reasonably expects to pay for this position is $44.73/hour - $69.89/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.