AI Platform Training & Onboarding Specialist - Contact Center

Role Overview

AI Platform Training & Onboarding Specialist – Contact Center at Concentrix, based in Dubai CommerCity, Dubai.

Role Purpose

Deliver client-focused training to support new hire onboarding, product updates, and recurring training requirements across Concentrix contact center programs, ensuring superior workforce preparation and best-in-class service delivery with expertise in AI creative platforms and associated media workflows.

Key Responsibilities

Training Delivery & Facilitation

• Deliver onsite and remote onboarding, practical workshops, and demonstrations to enterprise clients.
• Utilize effective presentation and facilitation skills, including creative training techniques and adult/accelerated learning methods across multiple delivery modalities in classroom and hands-on environments.
• Teach users how to navigate platforms, prepare reference materials, write prompts, generate content, and refine outputs.
• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities.

Program Development & Evaluation

• Attain and maintain certification in the Trainer Certification Program (101/102).
• Support and partner with the Instructional Design team in designing and developing training materials for various instructional delivery methods, including computer-based training, interactive classroom training, and written job aids.
• Conduct curriculum review and modification as needed.
• Measure the effectiveness of training programs using various feedback methods—focus groups, interviews, and surveys—to enhance training resources and programs based on evaluation results.

Performance & Troubleshooting

• Achieve individual training performance metrics.
• Troubleshoot common usage and output-quality issues, including inconsistent visuals, unsuitable prompts, and unsuccessful generations.
• Track client progress, questions, and blockers; escalate product defects and complex technical requirements to the Solution Architect.

Continuous Improvement & Support

• Learn new platform features and update demonstrations and training materials accordingly.
• Provide mentoring to Program Ready Trainers.
• Support Operations in transitioning agents from training to production environment, ensuring competency levels meet business needs where required.
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.

Qualifications & Experience

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred.
• Experience in software/product training, customer onboarding, digital content, creative operations, or similar roles.
• Practical exposure to AI image/video generation tools and prompt writing.
• Proven experience in training methodologies and soft skills including communication, critical thinking, time management, and team building.
• Arabic proficiency is an added advantage.

Skills & Competencies

• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.

Additional Information

• Must possess a valid driver's license for on-site client travel and training delivery.