OCM Training Lead

Role Name: OCM Training Lead

Work site: Miami, FL (Onsite)

Duration: 6+ Months

Organizational Change Management (OCM) Lead
The OCM Lead will drive business readiness, communications, training, and adoption activities for a contact center transformation initiative. 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. The ideal candidate is a strong communicator with experience leading training and change efforts for technology implementations. 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

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

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

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

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

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

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

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

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