The OCM Lead will drive business readiness, communications, training, and adoption activities for a contact center transformation initiative.
This role will partner closely with client stakeholders, project leadership, and the Genesys vendor team to prepare impacted users for the transition to a new contact center platform.
The ideal candidate is a strong communicator with experience leading training and change efforts for technology implementations.
This role requires the ability to influence stakeholders, facilitate training sessions, and translate technical concepts into clear, user-friendly communications and learning materials.
Key Responsibilities:
Develop and execute the OCM strategy, communications plan, stakeholder engagement activities, and readiness framework.
Build and manage the end-to-end training approach, including learning plans, training materials, job aids, quick reference guides, and training completion tracking.
Lead Train-the-Trainer (TTT) sessions and enable business trainers to successfully deliver training to end users.
Partner with client stakeholders and the Genesys implementation team to align communications, training content, deployment activities, and adoption support.
Facilitate workshops, readiness reviews, and stakeholder meetings across business and technology teams.
Support deployment planning, go-live readiness assessments, hypercare activities, and feedback collection.
Manage and mentor an offshore OCM Analyst responsible for documentation, content development, training materials, communications support, and project reporting.
Provide executive-ready updates on change impacts, training progress, readiness status, risks, and mitigation actions
Must be willing to travel to client in Miami (NCLH)
The pay range that the employer in good faith reasonably expects to pay for this position is $44.73/hour - $69.89/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.
Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.
