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 learning. In 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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