Required Training Manager
About the Product:
The Voca AI Receptionist is our standalone, entry-level AI offering for businesses of all sizes, from SMB to large enterprise. Built as a multi-platform solution that sits on top of any voice platform (Microsoft Teams, Cisco, Avaya, RingCentral, traditional PBX, or carrier voice services), it dramatically expands our addressable market well beyond the Microsoft footprint. It delivers AI-driven call routing, document and website-grounded Q&A, CRM integration, appointment scheduling, and outbound SMS to organizations looking for a fast on-ramp into AI-powered customer service, regardless of the phone system they already own.
Responsibilities:
Design, develop, and own the Voca CIC training curriculum end-to-end, covering platform administration, IVA design, contact center operations, and integrations, tailored to multiple audience levels including agentsand supervisors, administrators, partners, and technical teams.
Deliver remote instructor-led training sessions, for customers, channel partners and resellers, and internal teams including Professional Services, Support, and Sales Engineers.
Build and maintain hands-on lab environments and practical exercises that simulate real-world Voca CIC deployments and AI-driven contact center scenarios
Develop and manage a structured certification program to ensure consistent Voca CIC knowledge and delivery quality across the reseller and end customers ecosystem.
Create and maintain a full range of training assets including presentations, e-learning modules, video walkthroughs, quick-reference guides, and knowledge base content to support self-service enablement at scale.
Collaborate with Product Management and R&D to stay current on new features and releases, and translate product changes into updated training materials at every release cycle.
Evaluate training effectiveness through assessments, certification pass rates, and learner feedback, and continuously iterate to improve content quality and delivery outcomes.
Identify knowledge gaps in the field by working closely with the Voca SME, Professional Services, and Customer Success teams, and address them through targeted enablement programs.
Requirements: 3+ years of experience in a technical training or enablement role within a Contact Center, CCaaS, IVR/IVA, or enterprise SaaS environment
Proven experience designing, developing, and delivering technical training programs for multiple audience types (customers, partners, internal teams).
Hands-on experience building lab environments that replicate production contact center architectures and AI-driven call flows
Strong working knowledge of IVR, IVA, and Conversational AI concepts and how they apply to real customer engagement scenarios
Experience developing training materials across formats including presentations, e-learning content, and video-based learning
Excellent verbal and written communication skills in English, with strong presentation and facilitation abilities
Proactive, self-driven, and capable of owning a function independently with minimal oversight
Advantage
Familiarity with Microsoft Teams Phone and Teams-native certified contact center integrations
Experience with Conversational AI platforms and hands-on design of AI-driven voice interaction flows
Experience building and running partner certification or accreditation programs in a channel-driven model.
Background in CCaaS platforms such as Genesys, NICE CXone, Anywhere365, or Luware is a plus.
This position is open to all candidates.