Director - Knowledge Management

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 

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