Telephony Trainer

Telephony TrainerSubject Matter Expert (SME)Full-Time / Contract On-Site / Remote Telecommunications & Contact CenterAbout the RoleWe are seeking a skilled Telephony Trainer to join our team and deliver comprehensive trainingprograms for contact center agents, supervisors, and technical staff. This role is central toensuring all personnel are proficient in telephony platforms, call handling procedures, andcommunication best practices. The ideal candidate combines deep hands-on experience withtelephony systems and a passion for adult learning and instructional design.This role is well suited for an experienced trainer or contact center professional who thrives indynamic environments and can bridge the gap between technical telephony operations and day-to-day agent performance.Key ResponsibilitiesTraining Design & Delivery" Design, develop, and deliver telephony and contact center training programs for newhires and existing staff" Facilitate instructor-led, virtual, and blended learning sessions on telephony platforms(e.g., Avaya, Cisco, Genesys, Five9, or similar)" Create engaging training materials including job aids, e-learning modules, quickreference guides, and simulation exercises" Conduct needs assessments to identify skill gaps and tailor training curricula accordinglyTelephony Systems & Operations" Train staff on ACD/IVR systems, softphones, call routing, queue management, andworkforce management tools" Provide instruction on call handling etiquette, escalation procedures, and qualityassurance standards" Support onboarding of new telephony platforms or system upgrades through changemanagement training" Collaborate with IT and telecom teams to stay current on platform updates and translatechanges into training contentPerformance & Evaluation" Monitor post-training performance metrics and assess the effectiveness of trainingprograms" Conduct call observations, side-by-side coaching, and quality score reviews to reinforcelearned skills" Develop assessments and certification programs to validate agent competency" Provide structured feedback to supervisors and management on individual and teamreadinessDocumentation & Continuous Improvement" Maintain up-to-date training documentation including standard operating procedures(SOPs), training decks, and knowledge base articles" Continuously review and improve training content based on learner feedback, QAoutcomes, and process changes" Partner with workforce management and operations leadership to align trainingschedules with business needsRequired Qualifications" 3+ years of experience in a telephony training, contact center training, ortelecommunications support role" Hands-on experience with enterprise telephony platforms such as Avaya, Cisco UnifiedCommunications, Genesys Cloud, Five9, RingCentral, or Twilio" Strong understanding of contact center operations including ACD, IVR, call queuing,SIP/VoIP, and workforce management" Demonstrated ability to design and deliver training programs for both technical and non-technical audiences" Experience with Learning Management Systems (LMS) such as Cornerstone, Docebo,SAP Litmos, or similar" Excellent verbal and written communication skills with a confident training presence inboth in-person and virtual settings" Proficiency in creating training materials using tools such as PowerPoint, Articulate 360,Adobe Captivate, or equivalentPreferred Qualifications" Certification in instructional design, adult learning, or training (e.g., ATD CPTD, SHRM,ASTD, or Six Sigma)" Experience training on omni-channel contact center platforms including chat, email, andSMS queues" Familiarity with Quality Assurance (QA) frameworks and call scoring methodologies" Prior experience supporting telephony platform migrations or large-scale system rollouts" Background in workforce management tools such as NICE IEX, Verint, or Aspect WFM" Experience in regulated industries such as healthcare, financial services, or utilitieswhere compliance-driven communication standards apply" Bilingual capabilities (English/Spanish or other languages) are a plus in multilingualcontact center environmentsWhat We're Looking ForBeyond credentials, we're looking for someone who:" Takes ownership of learner success and measures their effectiveness by agentperformance, not just course completion" Adapts training style and content fluidly for frontline agents, team leads, and technicalstaff alike" Brings energy and structure to training sessions, keeping participants engaged incomplex or procedural content" Stays current with evolving telephony technologies and proactively updates trainingprograms to reflect platform changes" Partners well with operations, IT, and quality teams to embed training within the broaderperformance ecosystem