Technical Trainer

Most roles at Convoso function as "hybrid" with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso's U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT

The Job:

We're seeking an Technical Trainer to assist the Learning and Development team to train both new and existing employees. Create, edit, review, and implement eLearning materials that assist technical teams in identifying and achieving their learning objectives.

What You'll Be Doing:

• Conduct both live and virtual training sessions, covering a wide range of advanced/technical product training topics.
• Act as technical trainer for teams needing advanced product training.
• Act as the backup trainer for the existing product basics training program
• Gain an understanding of the Convoso system and its different aspects, including learning product architecture, advanced VOIP, AI, API, etc.
• Have an understanding of generative AI and prompt engineering.
• Assist in the creation, revision, upload and publishing training materials for both internal and external training purposes.
• Assist in the creation of scripts, audio recordings, and video recordings for training videos used in technical training courses.
• Coordinate with Product, Engineering, and support departments to develop new learning programs and materials.
• Maintain a personal calendar as well as a training calendar, managing and scheduling all assigned training sessions as needed.
• Attend and host live training sessions at internal employee summits style events, as needed.

Who You Are:

•  1 year Call Center Management and/or training Experience preferred.
  • VOIP, IVR, or other dialer related experience preferred.
• Technical degree in software engineering (or related field) preferred.
• Knowledge of product architectures.
• Experience with API required.
• 5+ years of experience in an onboarding or training role.
• 1-2 years of Instructional Design experience able to create written or multimedia content as required with minimal oversight.
• Prior experience with B2B SaaS companies, preferably Call Center Solutions industry
• Proven experience implementing learning curriculums to drive the optimal use and knowledge of a Software as a Service (SaaS) solution.
• Proficient in training both internal employees in groups and individuals, and implementing in person training strategies.
• Prior experience with Technical Writing preferred.
• Excellent verbal, written and interpersonal skills.
• Creativity, versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Experience with TalentLMS, Pendo, or other LMS software preferred.
• Experience with Articulate360 Rise or Storyline preferred.
• Have a strong understanding of adult learning theory and pedagogy.
• Project management skills are a must, and an understanding of SCRUM/SPRINT methodology preferred.
• Prior experience with coding languages like Python, HTML, etc. preferred.

Work Perks Worth The Hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking 

Compensation:

The base salary range is: $75,000 - $95,000.

The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.

Your California Privacy Rights:

As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.