Trainer & Consultant / Consultant en Formation

Do you share a passion for training, continuous learning, and technology? We are currently in search of a dynamic and personable individual to join our Training & Consulting team. The team is responsible for delivering, fostering, and enhancing internal and external relationships focused on leveraging and adopting the Verint platform. This opportunity as a Trainer & Consultant includes training, consulting, designing and building of the Verint platform both in person and remotely. Candidates must have knowledge of Verint solutions.

Preferably this position would be based in our Laval, QC office, but the team will consider applicants for a remote/hybrid role from the US or Canada.

What you will do:

• Facilitate business design sessions on how to implement, organize, and layout Verint applications.
• Deliver end user training on products to customers, partners and employees in both classroom and online (virtual) environments.
• Prepare/edit training material as needed.
• Support the entire project lifecycle from kickoff call to post training sessions.
• Communicate, document and provide system and industry specific knowledge to customer.
• Provide product demonstrations.
• Collaborate with consultants, trainers, engineers and sales teams.
• Manage multiple customer-facing projects with various milestones and due dates.
• Leverage multiple resources and feedback to identify root causes of issues, while keeping an open mind, assisting customers to adapt to new processes, accelerating efficiency.
• Understand customer needs and offer appropriate recommendations.
• Utilize customer feedback and engagement to implement process improvements.
• Accountable for interactions with both internal and external customers.
• Collaborate with professionals of various hierarchies, from support agents to VPs, thus making open communication (written and verbal) a critical skill.
• Stay up to date on product changes and solution upgrades.
• Continuously learn as new hot fixes and releases are deployed.

What we are looking for:

• 3+ years of experience with Verint solutions.
• Good understanding of key Verint applications v15 or newer, including: Quality Monitoring/Recording, Speech Analytics, Text Analytics, Ad-Hoc Reporting, Customer Feedback End User, Desktop Process Analytics (DPA) Reports, Real Time Speech Analytics- (RTSA).
• Demonstrated ability to communicate, document and provide system and industry specific knowledge to customers.
• Able to manage and improve processes.
• Exhibited ability to understand ROI in the Contact Center industry.
• Driven, self-starter with flexibility to the changing schedules of customer's needs.
• Adept experience with identifying business problems and proposing effective resolutions.
• Demonstrated ability to enable the Sales team in identifying additional opportunities for the customer.
• Organized and able to commit and deliver according to timelines.
• Capable of working independently and must be a team player.
• Able to learn new technology and/or product enhancements.
• Adept experience with Microsoft Office products.
• Detail oriented.
• Able to travel.
• Bilingual, with strong English written and verbal skills. English is required for business reasons to serve external English-speaking clients.

What is nice to have:

• Bachelor’s degree in a technical or educational field.
• Experience with Workforce Optimization (WFO) technology.
• Experience with other Contact Center solutions.
• Knowledge of other languages.

Who is Group Elite?

Group Elite is a Verint Strategic Partner that designs, implements, trains, and performs white-glove consulting services for Verint solutions. We work hand-in-hand with the Verint team, and their various partners, to make a Verint investment a success. We do this by performing Needs Assessments, refresher training, Quick Win Consulting Engagements, and custom integrations. Group Elite also has a Network Operations Center (NOC) based in Montreal to support our client’s technical needs with their software deployments. Our motto is “Our Experience is Your Advantage”; learn more by watching this short video.

What benefits are available?

• Paid Health Insurance Premiums
• Competitive Pay
• Annual Vacation Allowance
• Collaborative Culture
• Flexible Work Schedule
• Fun Office Environment

Watch this video to catch a glimpse of our work environment: https://www.youtube.com/watch?v=ct4OxjJUS2w