AI Platform Training & Onboarding Specialist - Contact Center

Job Title:

AI Platform Training & Onboarding Specialist - Contact Center

Job Description

The Trainer II is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.

Essential Functions/Core Responsibilities

• The role will involve delivering onsite and remote onboarding, practical workshops and demonstrations, as well as helping enterprise clients use AI creative platforms and associated media workflows.
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Teach users how to navigate the platforms, prepare reference materials, write prompts, generate content and refine outputs.
• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
• Accountable for achieving individual training performance metrics
• Troubleshoot common usage and output-quality issues, including inconsistent visuals, unsuitable prompts and unsuccessful generations
• Track client progress, questions and blockers; escalate product defects and complex technical requirements to the Solution Architect.•
• Learn new platform features and update demonstrations and training materials accordingly.
• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation

Candidate Profile

• Must possess a valid driver's license for on-site client travel and training delivery.
• Experience in software/product training, customer onboarding, digital content, creative operations or similar roles
• Practical exposure to AI image/video generation tools and prompt writing
• Arabic proficiency would be an added advantage
• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable

Career Framework Role

Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

Analyzes possible solutions using standard procedures and principles

Builds knowledge of the organization, processes and customers Solves a range of straightforward problems

Receives a moderate level of guidance and direction

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements:

Time Type: