As a Technical Solution Training Specialist, you will play a critical role in RightNow’s success in the delivery of RightNow’s instructor-led training (ILT) primarily focused on technical developer audiences.
In this role, you will work as part of a learning team and deliver training in person regionally/onsite and virtually to our employees, customers, and partners. You will help these organizations learn how to customize and extend our CX (customer experience) solutions to adapt to individual business needs, or to integrate with existing systems. You will also periodically assist in developing related curriculum.
You should have experience in public speaking, delivering training to diverse technical audiences, and using/implementing/configuring enterprise software applications. You should have an aptitude, passion and demonstrated experience in teaching others how to integrate, customize and ext! end enterprise software solutions. Due to the technical audience and nature of the presentations, you should have experience writing code and developing web based applications.
You should have demonstrable expertise in the following required technologies and tools:
- HTML and CSS
- PHP
- JSP
- C#
- Javascript
- Visual Studio and .NET Framework 4.0
- SOAP Web Services
- SQL CRUD operations
- Database schemas
Experience with the following is desirable and a strong plus:
- UML diagrams
- Windows Add-Ins
- Dreamweaver
- Java
Travel up to 100% will be required in support of these objectives.
Essential Duties and Responsibilities
- Learning the capabilities of our Cloud-based enterprise CX Solution and best practices for integrating, customizing, extending and using our SaaS software solution to a deep level. Refreshing/maintaining your knowledge/skill in the areas of the solution for which you are responsible for delivering training. Understanding the best practices for integrating, customizing, and extending our CX Suite.
- Have the ability to and hands on real-world experience developing web applications
- Proven ability to learn new complex concepts and systems quickly
- Delivering high quality instructor-led (regional, onsite, and virtual delivery modes) training focused on developer audiences
- Maintaining/updating your knowledge on changes to the course content/delivery with each GA release
- Adhering to global course agendas, course durations, descriptions, training sites, and other course materials
- Learning updated course material or newly available courses quarterly
- Evangelizing available course offerings/training value with our clients, customers, partners
- Delivering training/training content via multiple delivery modes including the web
- Providing specific, timely, actionable feedback to curriculum developers when updates or clarifications are necessary in the courseware to deliver a high quality training product
- Ensuring that course delivery meets style guidelines and quality standards
- Guiding clients, customers, partners regarding best practices on how to achie! ve their business goals/objectives when integrating, extending and cust! omizing our CX solution
- Mentoring new trainers to effectively and successfully deliver courses
- Ability to travel up to 100%
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Essential Knowledge, Skills, Abilities, and Background
- Bachelor's degree or master’s degree in computer science or equivalent work experience in a technical, computer-related discipline
- 2 or more years of experience building and developing web applications
- 3 or more years of enterprise/commercial software development work experience (CRM/Contact Center and/or SaaS solution experience considered a strong plus)
- Experience writing software appl! ications which consume public APIs (Web Services, HTML, REST, etc…) and API toolkits
- 2 or more years experience in training delivery for enterprise software solutions (CRM/Contact Center and/or SaaS experience considered a strong plus)
- Demonstrated prior work experience in virtual training delivery (Webex or other tool)
- Demonstrated prior work experience in in-person instructor-led training delivery
- Superior written/verbal communication skills
- Proven ability to learn new complex concepts and systems quickly
- Flexible working style to work effectively in a variety of situations with changing priorities
- Prior experience with public speaking
- Superior verbal communication and anal! ytical/reasoning skills
- Excellent teaming/interpersonal abilities and proven ability to work cross-functionally to achieve business objectives
- Excellent time management/prioritization/organization skills and the ability to multitask. Ability to adapt to changing priorities in a dynamic work environment
- Proficiency with MSOffice (Word, PPT, Excel)
- Demonstrated ability to meet objectives/goals and work independently with minimal supervision
- Strong attention to detail
- Passion for learning and producing a high quality training product
Please note: We do not accept non-solicited resumes and/or phone calls from third-parties. Any resumes received will! be considered a gift.
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