Contact Center Technical Instructor

About The Company

AudioCodes (NASDAQ, TASE: AUDC) is a leading provider of advanced voice communications applications, products and productivity solutions for the digital workplace and customer experience. Our innovative products, solutions and services are used by large multinational enterprises and leading tier one operators worldwide.

As of today, more than 50 of Fortune 100 enterprises use AudioCodes technology.

At AudioCodes, we are proud to embody the core values of innovation, collaboration, and trust in both our culture and products. We are growing groundbreaking solutions focused around the Microsoft Teams ecosystem, utilizing Conversational AI that revolutionizes how businesses use voice to communicate, collaborate and serve their customers and internal teams.

We are an open, inclusive, and diverse organization, and our employees are at the heart of the great products and services we create. We offer a flexible and collaborative work environment, along with career growth opportunities.

Job Summary

The ideal candidate would be an experienced training specialist, customer success manager, or a professional services or field application engineer with the relevant skills, who has experience in crafting and executing training programs in the Contact Center or Contact Center as a Service areas. They will be responsible for establishing and maintaining the entire aspects related to Voca CIC training courses, mechanisms and certifications, working in close collaboration with the AudioCodes Voca CIC business, product and R&D functions in HQs.

About Voca CIC: One-Screen, AI-first Contact Center Built for Microsoft Teams

Today’s modern workplace demands a new approach to customer experience, one that not only empowers agents to enjoy their jobs and provide exceptional service to customers but enables internal business lines to provide top-notch service throughout the organization too.

AudioCodes Voca CIC, a Microsoft-certified lightweight CCaaS with built-in Conversational AI, is designed entirely for Microsoft Teams to unify your customer and employee experience.

With Voca CIC as a Microsoft Teams App, enterprises can consolidate their unified communications and contact center into one-screen, allowing every Microsoft Teams user to become a potential agent.

Voca CIC is a Azure-native integration with Teams and offers a unique mix of contact center and voice

expertise, making it an ideal solution for organizations looking to modernize their CX capabilities with

minimal upfront costs.

Position Description:

• Be the owner, producer and leading quarterback of training plans, courses and certifications for the Voca CIC solution
• Develop and manage a knowledge base for Voca CIC serving internal AudioCodes sales engineers, channel partners and enterprise customers
• Produce and maintain the product’s documentation set of technical guides
• Work with professional services resources internally, and collaborate with channel partners or end-customers globally to cater training requirements
• Collaborate with Product Management, Tech Writing and Marketing departments to produce onboarding and training collaterals
• Create hands-on technical courses and certifications
  
  

• Min. 3 years’ experience in the field of SaaS or enterprise IT application training
• Exceptional organizational, production, and technical communication skills
• Customer and service oriented characteristics with a true customer success mindset
• Able to stand in front of group of students and deliver technical courses
• Close experience with developing and delivering technical courses, certifications and related mechanisms
• Experience writing technical and/or training application notes and technical/project documentation
• Excellent English written and oral communication skills
• Experience with Contact Center - advantage
• Experience with Microsoft Teams Phone - advantage