At NiCE, we dont limit our challenges. We challenge our limits. Always. Were ambitious. Were game changers. And we play to win. We set the highest standards and execute beyond them. And if youre 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?
- 35+ 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.
Nice to Have
- 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?
Join an ever-growing, market disrupting, global company where the teams comprised of the best of the best work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Top of Form
Requisition Number: 11264
Reporting Into: Tech Manager
Role Type: Individual Contributor
About NiCE
NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
