Telephony Trainer
Subject Matter Expert (SME)
Full-Time / Contract On-Site / Remote Telecommunications & Contact Center
About the Role
We are seeking a skilled Telephony Trainer to join our team and deliver comprehensive training
programs for contact center agents, supervisors, and technical staff. This role is central to
ensuring all personnel are proficient in telephony platforms, call handling procedures, and
communication best practices. The ideal candidate combines deep hands-on experience with
telephony systems and a passion for adult learning and instructional design.
This role is well suited for an experienced trainer or contact center professional who thrives in
dynamic environments and can bridge the gap between technical telephony operations and day-
to-day agent performance.
Key Responsibilities
Training Design & Delivery
" Design, develop, and deliver telephony and contact center training programs for new
hires and existing staff
" Facilitate instructor-led, virtual, and blended learning sessions on telephony platforms
(e.g., Avaya, Cisco, Genesys, Five9, or similar)
" Create engaging training materials including job aids, e-learning modules, quick
reference guides, and simulation exercises
" Conduct needs assessments to identify skill gaps and tailor training curricula accordingly
Telephony Systems & Operations
" Train staff on ACD/IVR systems, softphones, call routing, queue management, and
workforce management tools
" Provide instruction on call handling etiquette, escalation procedures, and quality
assurance standards
" Support onboarding of new telephony platforms or system upgrades through change
management training
" Collaborate with IT and telecom teams to stay current on platform updates and translate
changes into training content
Performance & Evaluation
" Monitor post-training performance metrics and assess the effectiveness of training
programs
" Conduct call observations, side-by-side coaching, and quality score reviews to reinforce
learned skills
" Develop assessments and certification programs to validate agent competency
" Provide structured feedback to supervisors and management on individual and team
readiness
Documentation & Continuous Improvement
" Maintain up-to-date training documentation including standard operating procedures
(SOPs), training decks, and knowledge base articles
" Continuously review and improve training content based on learner feedback, QA
outcomes, and process changes
" Partner with workforce management and operations leadership to align training
schedules with business needs
Required Qualifications
" 3+ years of experience in a telephony training, contact center training, or
telecommunications support role
" Hands-on experience with enterprise telephony platforms such as Avaya, Cisco Unified
Communications, Genesys Cloud, Five9, RingCentral, or Twilio
" Strong understanding of contact center operations including ACD, IVR, call queuing,
SIP/VoIP, and workforce management
" Demonstrated ability to design and deliver training programs for both technical and non-
technical audiences
" Experience with Learning Management Systems (LMS) such as Cornerstone, Docebo,
SAP Litmos, or similar
" Excellent verbal and written communication skills with a confident training presence in
both in-person and virtual settings
" Proficiency in creating training materials using tools such as PowerPoint, Articulate 360,
Adobe Captivate, or equivalent
Preferred Qualifications
" Certification in instructional design, adult learning, or training (e.g., ATD CPTD, SHRM,
ASTD, or Six Sigma)
" Experience training on omni-channel contact center platforms including chat, email, and
SMS queues
" Familiarity with Quality Assurance (QA) frameworks and call scoring methodologies
" Prior experience supporting telephony platform migrations or large-scale system rollouts
" Background in workforce management tools such as NICE IEX, Verint, or Aspect WFM
" Experience in regulated industries such as healthcare, financial services, or utilities
where compliance-driven communication standards apply
" Bilingual capabilities (English/Spanish or other languages) are a plus in multilingual
contact center environments
What We're Looking For
Beyond credentials, we're looking for someone who:
" Takes ownership of learner success and measures their effectiveness by agent
performance, not just course completion
" Adapts training style and content fluidly for frontline agents, team leads, and technical
staff alike
" Brings energy and structure to training sessions, keeping participants engaged in
complex or procedural content
" Stays current with evolving telephony technologies and proactively updates training
programs to reflect platform changes
" Partners well with operations, IT, and quality teams to embed training within the broader
performance ecosystem