Diaconia is seeking a Training Specialist to support the Federal Government. The Training Specialists will develop, maintain, and deliver training products that prepare customer organizations for an enterprise IT migration and go-live readiness. This role supports creation of video walkthroughs, how-to guides, and Train-the-Trainer materials across Workforce Engagement Management, Knowledge Management, Agent Essentials, Supervisor Essentials, and Reporting & Analytics. The position also delivers live training through both Train-the-Trainer and direct-to-user models in a remote environment.

Key Responsibilities

• Develop training materials, including video walkthroughs, step-by-step how-to guides, and Train-the-Trainer guides for contact center capabilities.
• Support training content development across Workforce Management, Quality Management, Knowledge Management, Agent Essentials, Supervisor Essentials, and Reporting & Analytics topic areas.
• Create role-based learning content for agents, supervisors, QA analysts, workforce planners, and knowledge management authors as required by the customer training approach.
• Prepare and deliver instructor-led training sessions using Train-the-Trainer and direct delivery to end users based on customer preference and migration and go-live readiness needs.
• Support training for contact center reporting and analytics topics, including real-time and historical reporting, standard reports, dashboards, key performance metrics, data export, and interaction search.
• Translate operational procedures and standard operating procedures into clear, user-friendly training content that supports adoption and consistent use of functionality.
• Coordinate with project leadership and customer stakeholders to align training products and delivery with migration and go-live plans.
• Update training materials based on platform changes, user feedback, and evolving customer needs.
• Facilitate knowledge transfer and user adoption by delivering clear, engaging training and responding to learner questions in a professional manner.

 Disclaimer "The responsibilities and duties outlined in this job description are intended to describe the general nature and level of work performed by employees within this role. However, they are not exhaustive and may be subject to change or modification at any time to meet the evolving needs of the organization. 

• U.S. citizenship required.
• Ability to obtain a Public Trust clearance.
• Experience developing training materials such as guides, walkthroughs, job aids, presentations, or related end-user documentation.
• Experience delivering live training, briefings, workshops, or Train-the-Trainer sessions to adult learners or operational users.
• Experience translating technical or operational processes into clear, user-friendly instructional content.
• Strong written and verbal communication skills and the ability to work effectively with remote teams and customer stakeholders.

Preferred Qualifications

• Experience supporting Genesys Cloud or similar contact center platforms.
• Experience developing training content for agents, supervisors, reporting users, or workforce and quality management personnel.
• Experience supporting customer migrations, operational readiness activities, or go-live preparation.
• Experience creating role-based training materials in multiple formats, including video walkthroughs and how-to documentation.
• Experience working in a contact center, customer support, enterprise software, cloud platform, or similarly operational environment.
• Experience working on federal government programs, preferably with the Department of Veterans Affairs or similar agencies.