Bilingual Senior Consultant, Solution Delivery ( LMS)

Summary

The ideal candidate is a highly adaptable consultant with a strong background in contact centre operations and adult addition to supporting contact centre transformation initiatives this role brings a training first mindset with hands-on experience in designing developing and delivering effective learning solutions for operational teams supervisors and stakeholders.
The candidate has proven expertise in training needs assessment instructional design and digital training creation including the development of interactive learning capsules using tools such as Articulate. They are comfortable working directly with clients to translate complex operational and technological concepts into clear engaging and accessible learning content.
They demonstrate the ability to quickly learn new tools and platforms (e.g. Genesys Cloud NICE CXone) and become proficient enough to support training creation enablement activities and client guidance. They also have experience supporting or managing Learning Management Systems (LMS) to publish maintain and track training content.
With a strong consultative and client-facing approach they act as a trusted advisor guiding clients through learning enablement and operational change as part of broader contact centre modernization initiatives.

Key Responsibilities

Client Engagement & Enablement
Lead or participate in client-facing workshops training sessions and enablement activities
Work directly with clients to assess training needs and learning gaps for agents supervisors administrators and business users
Translate business operational and technical requirements into effective learning strategies

Training & Learning Design
Act as a training expert within delivery teams advising on learning approaches structure and best practices
Design and develop training materials and learning paths including:
Instructor-led and virtual training content
Self-paced digital learning
Interactive training capsules using Articulate (Rise Storyline or similar)
Ensure training content is clear practical role-based and aligned with operational realities

Training Content & Capsule Creation
Create and maintain high-quality training capsules videos job aids and reference materials
Adapt content for multiple audiences (agents supervisors administrators)
Ensure learning materials align with accessibility considerations and client standards (where applicable)

Technology & Tool Enablement
Gain access to required platforms and tools (e.g. Genesys Cloud) and become sufficiently proficient to:
o Support training creation and demonstrations
o Explain system functionality from a user perspective
o Collaborate effectively with technical teams
Stay current on product updates and platform capabilities impacting training and enablement

LMS Management & Governance
Support the setup maintenance and administration of Learning Management Systems (LMS)
Upload organize and manage training content within the LMS
Support tracking reporting and maintenance of training materials

Advisory & Knowledge Sharing
Provide advisory support related to:
o Change management and user adoption
o Training strategies for cloud migrations and new technology rollouts
o Best practices in contact centre learning and enablement
Contribute to internal knowledge sharing and continuous improvement of training assets and methodologies

Critical Qualifications

University degree.
Bilingual French and English
7- 10 years of experience in the customer contact center environment.
Proven experience in training design development or enablement within a contact centre or technology-driven environment
Hands-on experience creating digital training content using Articulate or similar authoring tools
Experience supporting or administering Learning Management Systems (LMS)
Ability to quickly learn new platforms (e.g. Genesys Cloud) and become operationally proficient
Strong client-facing skills with the ability to explain complex concepts in a simple and engaging manner
Solid understanding of adult learning principles
Knowledge of contact center operations and their relationships with other business units within an organization.
Ability to develop and illustrate contact center operational processes process management and the approach and processes related to interaction quality management tools.
Proven ability to lead client engagements and deliver impactful results.
Innovative with the ability to analyze and research solutions that meet client needs while improving profitability.
Demonstrated ability to collaborate effectively with cross-functional teams and build strong working relationships.
Excellent written and verbal communication skills in French and/or English.
Analytical and solution-oriented mindset: able to identify business needs analyze challenges and recommend effective solutions.
Experience in preparing presentations proposals or reports.
Willingness to travel occasionally for client meetings and industry events.

Preferred Qualifications

Background in instructional design enablement or learning & development
Experience delivering training for cloud contact centre platforms (e.g. Genesys Cloud NICE)
Familiarity with accessibility considerations for digital learning content
Experience with AI chatbot and automation solutions.
Professional certification : PMP Agile Prosci etc.
Federal Security clearance.

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