Senior Technical Support Trainer, CX

^{The Senior Technical Support Trainer (AI Learning Solutions) sits at the intersection of instructional design and AI development. As NiCE’s Global Customer Support organization scales its AI and Knowledge Management program, we need someone who can build the next generation of training — AI-powered, self-guided, scalable — not just deliver it.}

^{This is primarily a builder role. You will design and develop AI-assisted training modules and digital content that allow our global support engineers to learn at their own pace, in their own time. In parallel, you will carry some live training delivery responsibilities — batch onboarding, specialty curricula, and upskilling sessions — while the module library matures. The expectation is that over time, as the self-guided library grows, the live delivery component shrinks.}

^{The ideal candidate has done both: built training content and delivered it to technical audiences. You may come from an instructional design or customer education background with a growing interest in AI, or from a technical/engineering background with real experience in training or mentoring. Either way, you’re excited by the idea of using AI tools to fundamentally change how support engineers get up to speed.}

^{How will you make an impact?}

^{AI Training Module Development (Primary)}

• ^{Design and build AI-powered, self-guided training modules for NiCE Global Support engineers, covering platforms including CXone Mpower, Nexidia, Engage, and other solutions in the support portfolio.}

• ^{Convert existing live and instructor-led training curricula into scalable, self-paced digital content deployed through the Dojo LMS (SCORM and similar formats).}

• ^{Leverage AI tools (e.g., Azure OpenAI, Claude, Copilot) to accelerate content creation, generate scenario-based learning exercises, and produce summaries, quizzes, and assessments.}

• ^{Build AI-assisted learning aids — such as guided troubleshooting bots, interactive knowledge checks, and co-pilot tools — that support engineers at the point of need.}

• ^{Partner with L3/L4 subject matter experts and the broader AI-KM team to identify high-impact training topics, gather source material, and translate complex technical content into accessible learning experiences.}

• ^{Maintain and continuously improve the module library: refresh content as products evolve, monitor learner performance data, and iterate based on feedback.}

^{Training Delivery (Secondary, While Library Matures)}

• ^{Facilitate live and virtual training sessions for new hire batches, specialty upskill programs, and other sessions where live delivery is genuinely required.}

• ^{Manage the end-to-end logistics of batch training events: preparation, scheduling, progress tracking, and OJT plan coordination with regional managers.}

• ^{Identify which training topics in the current live curriculum are candidates for conversion to self-guided format, and partner with leadership to prioritize and sequence that work.}

• ^{Ensure all live sessions are recorded with high-quality materials so they can serve as source content for future module development.}

• ^{Mentor and support other trainers on the team (Jon, Rosvel) with knowledge transfer and facilitation best practices.}

^{Collaboration & Knowledge Management}

• ^{Work closely with the AI-KM team (Vrushabh, Charles, and others) to integrate training content with AI workflows, bots, and knowledge bases being developed across the program.}

• ^{Contribute to the NiCE knowledge base (Dojo, Wiser/ServiceNow KB) by submitting articles, training guides, and quick-reference materials created during module development.}

• ^{Act as a product knowledge resource across training-related projects, ensuring content stays aligned with current platform behavior and support best practices.}

• ^{Participate in cross-functional initiatives where training enablement is a component — e.g., new product rollouts, AI tool adoption campaigns, quality management programs.}

^{Have you got what it takes?}

^Required

• ^{3+ years of experience in a technical training, instructional design, or learning & development role, ideally within a SaaS or enterprise technology company.}

• ^{Demonstrated experience designing and building self-paced or e-learning content (SCORM, LMS platforms such as Dojo, Cornerstone, or similar).}

• ^{Hands-on experience with AI tools — including prompt engineering, AI-assisted content generation, or building simple AI-powered workflows — and genuine enthusiasm for applying AI to learning problems.}

• ^{Ability to take complex technical subject matter (contact center platforms, networking concepts, software configuration) and translate it into clear, engaging training content.}

• ^{Strong communication skills, both in writing and in virtual facilitation, with the ability to present to mixed audiences (new hire engineers through senior managers).}

• ^{Proficiency in Microsoft 365 (Teams, SharePoint, PowerPoint); comfort working in a remote-first, globally distributed team.}

^Preferred

• ^{Experience with AI frameworks or automation platforms such as Azure OpenAI, Claude, Power Automate, or similar.}

• ^{Familiarity with contact center operations, telephony, or NICE CXone Mpower products.}

• ^{Experience using Python or scripting for content automation, data parsing, or LMS integrations.}

• ^{Background in knowledge-centered support (KCS) or knowledge management principles.}

• ^{Prior experience designing or transitioning curricula from instructor-led to self-guided formats at scale.}

^{You’re a great fit if you…}

• ^{Get genuinely excited about using AI to make learning faster, more accessible, and more effective — and can show examples of where you’ve already done this.}

• ^{Are a natural translator: you can sit with a tier-3 engineer who speaks in logs and scripts, and come out the other side with training content a brand-new hire can follow.}

• ^{Don’t wait to be told what to convert — you look at a list of 20 live training sessions and immediately see which 15 should be self-guided modules.}

• ^{Can balance builder and facilitator mode: you’re comfortable standing up in front of a batch of new hires in Manila or Pune just as much as you’re comfortable scripting an AI prompt chain.}

• ^{Think in systems: you’re already asking “once we have this module, how do we make sure it stays current, and how do we measure whether it’s working?”}

• ^{Operate well with ambiguity — this team builds new capabilities from scratch, and you’ll often be defining the approach, not following a playbook.}

^{How we’ll measure success}

• ^{Growth in the self-guided module library: number of topics converted from live-only to self-paced formats within the first 6–12 months.}

• ^{Reduction in recurring live training load on the broader team as the module library scales.}

• ^{Learner completion rates, assessment scores, and qualitative feedback from new hire cohorts.}

• ^{AI tools or learning aids shipped: co-pilot bots, guided troubleshooters, or AI-generated content assets that are actively used by support engineers.}

• ^{Knowledge base contributions: articles, training guides, and quick-reference content published to Dojo or Wiser.}

^{What’s in it for you?}

^{Join an ever-growing, market disrupting, global company where the teams — comprised of the best of the best — work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!}

^{Enjoy NICE-FLEX!}

^{At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week.}

^{This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.}

^{Requisition ID: 11479
Reporting into: Director, Customer Support
Role Type: Individual Contributor}