Genesys Cloud CX Change Manager

The Genesys Cloud CX Change Manager will be responsible for driving user adoption, communication, and organizational readiness for transformation initiatives across a large, multi-client environment. This role ensures that transitions are smooth, well-communicated, and effectively supported at every stage. The Change Manager will partner with business, technical, and training teams to prepare users for new tools, processes, and ways of working - ensuring long-term success and stability of the implemented solutions.

Responsibilities:

• Develop and execute change management strategies and communication plans in Genesys Cloud CX environment.
• Assess change impact and organizational readiness across business units and end users.
• Plan and deliver training programs, onboarding sessions, and user workshops tailored to different audiences (agents, supervisors, business leaders).
• Prepare communication materials, FAQs, quick guides, and adoption metrics.
• Collaborate with Project Managers, Functional Analysts, and Business Analysts to align change management activities with implementation milestones.
• Monitor user feedback and adoption levels, addressing resistance or performance gaps proactively.
• Support post-implementation stabilization, ensuring continuous improvement in user engagement.
• Act as a key advocate of change - fostering collaboration, motivation, and clear communication between business and IT teams.