Senior Technical Support Trainer, CX

About this role

<div class="content-intro"><p>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.</p></div><p style="text-align: left;"><sup>The <strong>Senior Technical Support Trainer (AI Learning Solutions) </strong>sits at the intersection of instructional design and AI development. As NiCE’s Global Customer Support organization scales its AI and Knowledge Management program, we need someone who can build the next generation of training — AI-powered, self-guided, scalable — not just deliver it.</sup></p> <p style="text-align: left;"><sup>This is primarily a builder role. You will design and develop AI-assisted training modules and digital content that allow our global support engineers to learn at their own pace, in their own time. In parallel, you will carry some live training delivery responsibilities — batch onboarding, specialty curricula, and upskilling sessions — while the module library matures. The expectation is that over time, as the self-guided library grows, the live delivery component shrinks.</sup></p> <p style="text-align: left;"><sup>The ideal candidate has done both: built training content and delivered it to technical audiences. You may come from an instructional design or customer education background with a growing interest in AI, or from a technical/engineering background with real experience in training or mentoring. Either way, you’re excited by the idea of using AI tools to fundamentally change how support engineers get up to speed.</sup></p> <p style="text-align: left;"><strong><sup>How will you make an impact?</sup></strong></p> <p style="text-align: left;"><strong><sup>AI Training Module Development (Primary)</sup></strong></p> <ul style="text-align: left;"> <li> <p><sup>Design and build AI-powered, self-guided training modules for NiCE Global Support engineers, covering platforms including CXone Mpower, Nexidia, Engage, and other solutions in the support portfolio.</sup></p> </li> <li> <p><sup>Convert existing live and instructor-led training curricula into scalable, self-paced digital content deployed through the Dojo LMS (SCORM and similar formats).</sup></p> </li> <li> <p><sup>Leverage AI tools (e.g., Azure OpenAI, Claude, Copilot) to accelerate content creation, generate scenario-based learning exercises, and produce summaries, quizzes, and assessments.</sup></p> </li> <li> <p><sup>Build AI-assisted learning aids — such as guided troubleshooting bots, interactive knowledge checks, and co-pilot tools — that support engineers at the point of need.</sup></p> </li> <li> <p><sup>Partner with L3/L4 subject matter experts and the broader AI-KM team to identify high-impact training topics, gather source material, and translate complex technical content into accessible learning experiences.</sup></p> </li> <li> <p><sup>Maintain and continuously improve the module library: refresh content as products evolve, monitor learner performance data, and iterate based on feedback.</sup></p> </li> </ul> <p style="text-align: left;"><strong><sup>Training Delivery (Secondary, While Library Matures)</sup></strong></p> <ul style="text-align: left;"> <li> <p><sup>Facilitate live and virtual training sessions for new hire batches, specialty upskill programs, and other sessions where live delivery is genuinely required.</sup></p> </li> <li> <p><sup>Manage the end-to-end logistics of batch training events: preparation, scheduling, progress tracking, and OJT plan coordination with regional managers.</sup></p> </li> <li> <p><sup>Identify which training topics in the current live curriculum are candidates for conversion to self-guided format, and partner with leadership to prioritize and sequence that work.</sup></p> </li> <li> <p><sup>Ensure all live sessions are recorded with high-quality materials so they can serve as source content for future module development.</sup></p> </li> <li> <p><sup>Mentor and support other trainers on the team (Jon, Rosvel) with knowledge transfer and facilitation best practices.</sup></p> </li> </ul> <p style="text-align: left;"><strong><sup>Collaboration & Knowledge Management</sup></strong></p> <ul style="text-align: left;"> <li> <p><sup>Work closely with the AI-KM team (Vrushabh, Charles, and others) to integrate training content with AI workflows, bots, and knowledge bases being developed across the program.</sup></p> </li> <li> <p><sup>Contribute to the NiCE knowledge base (Dojo, Wiser/ServiceNow KB) by submitting articles, training guides, and quick-reference materials created during module development.</sup></p> </li> <li> <p><sup>Act as a product knowledge resource across training-related projects, ensuring content stays aligned with current platform behavior and support best practices.</sup></p> </li> <li> <p><sup>Participate in cross-functional initiatives where training enablement is a component — e.g., new product…