Director - Knowledge Management


Rochester, NY


Position summary

Sutherland is seeking a creative and self-motivated person to join us as a Director of Knowledge Management. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Directors in this role get to:

  • Develop and implement training programs, course material, and technical documentation for Sutherland Connect (powered by Genesys) technologies and solutions 
    • Develop and create all Sutherland Connect training materials
      • Role -based including agent, supervisor account management, customer support, engineering/technical
      • Video
      • Documentation
      • Quick Reference Guides
      • Personalized content for critical clients
    • Maintain and manage a library of all Connect training materials
      • Standardized document naming convention
      • Quarterly review of all course training materials to ensure relevant and up to date
      • LMS maintenance
    • Course Content Proficiency in all types of formats – Video, PPT, etc.
  • Manage a team of trainers and content developers/designers, ensuring they have the necessary resources and support to deliver quality training 
  • Lead in-person or virtual training [Internal/External]
  • Collaborate with cross-functional teams to understand learner needs and align training programs accordingly 
  • Stay current with industry trends and new technologies, and recommend updates to training programs as necessary 
  • Evaluate and measure the effectiveness of training programs and make improvements as needed 
  • Provide leadership and guidance to the training team, fostering a culture of continuous improvement and innovation 

Our most successful candidates must have: 

  • A bachelor’s degree in computer information systems, Instructional Design, or a related field 
  • A strong understanding of Genesys technologies and solutions, especially in user-facing apps such as WDE, Pulse, SpeechMiner, CX Contacts, etc. 
  • Familiarity with non-voice interaction channels such as voice, email, chat, SMS, and social media 
  • Strong Experience with digital transformation, technical environments, as well as contact center or BPO operations
  • Excellent organizational and project/program management skills; superior presentation and coaching skills
  • Ability to form effective partnerships with other departments and build relationships with cross-functional teams 


EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Get jobs straight to your inbox

Anonymous company reviews, virtual recruiting events, and a supportive community for women when you sign up.

What are Sutherland perks and benefits

Remote work policy

Short term disability

Paid maternity

About the company

Industry: Technology: Software

We make digital human™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!   Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.   For ...