This role is to help deliver the EMEA Technical Training proposition delivering any of the Partner Technical courses as needed, as an extension of the candidates existing SE / Support (or other) role.
Key courses to cover could be for, example (but not limited to) Core Support, Speech Support, QM Support, Ent Sys / Rec Admin etc full training will be provided.
Additionally, the successful candidate would help with the AWS environment, whilst also road testing some of the self paced courses as they become available.
The Technical Trainer will continue in his / her existing role as a Systems Engineer / Support Engineer (or other) - It is anticipated that the Tech Training requirement will only consume up to 20% of their time each week / month.
Job Metrics (How will the role be measured) :
The Technical Trainer KPIs are :
Project success and happy customers (inc internal) based on the team’s approach and delivery (measured through feedback either direct from customers or through surveys)
Training platform stability and team readiness
Other SE / Support metrics as standard
Principal Duties and Essential Responsibilities
The Technical Trainer responsibilities include (but are not limited to) :
Delivering Technical Training to Customers, Partners and Internal audiences.
Helping with the training environment and technical courses in terms of performance, stability, updates and SPODs.
Providing feedback into agendas / modules / approach & methodology.
Work with team members & other teams to ensure consistent delivery and approach ensuring best practice is at the core of what we do.
Input into the Services strategy for internal and external training.
Be part of a team who manage and co-own the internal AWS Services Engineering & Training labs.
Support sales opportunities by leveraging successes, methodology and possibilities. This will be on request from the sales / partner teams / managers.
All existing SE / Support / Other responsibilities as normal
The Technical Trainer will continue to have their standard Systems Engineer or Support Engineer responsibilities (dependent on applicant background).
It is anticipated that the ratio of SE (or other) / AC work to Technical Training work is 80 : 20 at most, although this will vary inline with project and training demands accordingly.
Key Experience & Skills Required
Product specific knowledge
Training delivery knowledge
A background in installation and integration of Verint products
A solid understanding of the use of technology in business specifically usage of Verint products Speech, Text, EFM, QM, DPA, Robotics, Performance Management etc
Language (English required - NL / DE / FR nice to have)
Direct and hands on personal experience with Verint products
Experience of delivering successful training classes, and workshops both remote and face to face is an advantage, however not essential
Direct experience in installing & configuring Verint’s products for customers
Multi-domain experience with contact centre technologies, across multiple businesses
Fast-paced, changing environment, demanding flexibility
Personal Competencies :
Ability to travel
To be able to juggle the requirements of owning a key offering whilst also delivering billable work
Interpersonal Skills the ability to engage and build relationships with people at all customer levels
Self-Motivated and driven
Significant attention to detail
Strong numerical skills and ability to analyse and present complex data in a clear fashion
Solid presenting skills comfortable at conferences, presenting to a crowd’.
Excellent verbal and written skills
Ability to influence cross functional teams