Senior Technical Support Trainer, CX

📋 Description

• Design AI-powered, self-guided training modules for global support engineers.
• Convert live curricula into scalable digital content via the Dojo LMS (SCORM).
• Leverage AI tools (Azure OpenAI, Claude, Copilot) to speed content creation and generate quizzes.
• Build AI-assisted learning aids like guided troubleshooting bots and interactive checks.
• Partner with L3/L4 SMEs and the AI-KM team to identify topics and translate content.
• Maintain and refresh the module library; monitor learner performance and iterate.

🎯 Requirements

• 3+ years in technical training/LD in SaaS/enterprise tech.
• Designing self-paced e-learning content (SCORM, LMS like Dojo/Cornerstone).
• Hands-on AI tools experience for content generation and AI workflows.
• Translate complex tech topics (contact centers, networking) into training content.
• Strong communication and virtual facilitation; proficient with Microsoft 365; remote.
• Preferred: CXone knowledge and Python scripting.

🎁 Benefits

• Global, market-disrupting company with internal career opportunities.
• NICE-FLEX hybrid model: 2 days in office, 3 days remote.
• Collaborative, fast-paced, creative team with AI learning focus.
• Opportunity to shape AI-powered learning at scale.