Education Professional

Requirements

• Cognigy Mastery Certification (or willingness to obtain within 90 days).
• Experience with contact center platforms such as NiCE CXone, Genesys, or Avaya.
• Background in instructional design or adult learning principles (e.g., ADDIE, Kirkpatrick).
• Familiarity with voice channel development and telephony concepts.
• Understanding of contact center operations and customer experience.
• What's in it for you?
• Top of Form
• Requisition Number: 11264
• Reporting Into: Tech Manager
• Role Type: Individual Contributor
• About NiCE
• NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, inc

Additional Information

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what's the role all about? As part of the NiCE Global Education Services team, you will deliver instructor-led training that enables customers to confidently adopt AI Agent solutions powered by Cognigy. You bring a strong foundation in technical training delivery and platform fluency to explain concepts clearly and guide learners through hands-on exercises. Above all, you are an exceptional educator who makes complex AI and conversational concepts immediately practical and actionable. How will you make an impact? Training Delivery & Facilitation Deliver ILT sessions, hands-on labs, and workshops on the Cognigy platform across foundational and advanced tracks, including AI Agent configuration, message lifecycle, API integration, multilingual agents, voice, and analytics. Facilitate engaging, interactive sessions for technical and business audiences, adapting delivery style and pacing to skill level and learning objectives. Explain and demonstrate core Cognigy concepts - Flow logic, NLU, context variables, API integrations, Voice Gateway, xApps, and webchat embedding - with sufficient depth to guide learners through hands-on exercises. Evaluate learner progress, provide in-session coaching, and connect platform capabilities to real-world business use cases across virtual and in-person environments. Curriculum & Content Support Support the creation and maintenance of training materials, lab guides, and assessments; provide SME validation and practical feedback to ensure content reflects real-world Cognigy use cases. Partner with the eLearning team to review learning experiences, identify curriculum gaps, and support new learning path development. Customer Engagement & Support Engage with customers to understand their training needs, tailor delivery to their adoption goals, and provide post-training support to reinforce outcomes and drive confident platform use. Collaboration & Knowledge Sharing Collaborate with Product, Delivery, and SME teams to keep curriculum aligned with platform updates and field feedback. Work cross-functionally with consultants and training coordinators to ensure consistent delivery; actively share knowledge and stay current on platform and adult learning developments. Have you got what it takes? 3-5+ years delivering technical instructor-led training to customer or enterprise audiences, with a strong track record of engaging, outcome-focused sessions. Excellent presentation and facilitation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. Background in a technical, customer-facing role such as technical training, consulting, or solution enablement in a SaaS or enterprise software environment. Working knowledge of conversational AI or AI Agent platforms (e.g., Cognigy, Amelia, or similar) sufficient to teach concepts and guide learners through hands-on exercises. General technical literacy: comfortable with API/integration concepts (REST, webhooks), flow logic, variables, scripting, and web technologies (HTML, JavaScript, CSS) to the degree needed for credible platform instruction. A genuine passion for enablement - you thrive on helping others succeed and take ownership of ensuring every learner leaves with practical, applicable skills. Strong self-learning ability with a track record of quickly mastering new products and features; works well cross-functionally across Product, Delivery, and Customer Success teams. Ability to work independently in a global, fast-paced environment, including delivering virtual sessions across multiple time zones.

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