Genesys Cloud CX Change Manager at Miratech

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

0.0

Posted On

13 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Change Management, Genesys Cloud CX, User Adoption, Communication Plans, Stakeholder Management, Training Programs, Interpersonal Communication, Agile Delivery, Emotional Intelligence, Problem-Solving, Organizational Readiness, Collaboration, Facilitation Skills, Performance Gaps, Continuous Improvement

Industry

IT Services and IT Consulting

Description

Company Description Who we are Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Job Description 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. Qualifications Proven experience as a Change Manager or Organizational Change Lead within technology transformation programs. Solid understanding of Genesys Cloud CX (user interface, architecture, and operational workflows). Experience developing and executing user adoption and communication plans for enterprise systems. Strong stakeholder management and facilitation skills, with the ability to influence at all organizational levels. Excellent presentation, writing, and interpersonal communication abilities. Experience in creating training materials and conducting workshops (ideally within contact center environments). Knowledge of change management methodologies (e.g., Prosci ADKAR, Kotter, or equivalent). Comfortable working in agile or hybrid delivery models across geographically distributed teams. High emotional intelligence, adaptability, and problem-solving mindset. We offer: Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. Work From Anywhere Culture: make the most of the flexibility that comes with remote work. Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. *Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Responsibilities

The Genesys Cloud CX Change Manager will drive user adoption and ensure organizational readiness for transformation initiatives. This role involves collaborating with various teams to prepare users for new tools and processes, ensuring smooth transitions and long-term success.