Technical Instructor

As part of the NiCE Global Education Services team, you will deliver instructor-led training that enables customers to confidently adopt AI Agent solutions powered by Cognigy. You bring a strong foundation in technical training delivery and platform fluency to explain concepts clearly and guide learners through hands-on exercises. Above all, you are an exceptional educator who makes complex AI and conversational concepts immediately practical and actionable.

Deliver Cognigy training, labs, and workshops across foundational and advanced topics.

Facilitate engaging sessions for technical and business audiences.

Coach learners through hands-on exercises and real-world use cases to drive platform adoption.

Support the creation and maintenance of training materials, labs, and assessments.

Partner with eLearning teams to enhance learning paths and content quality.

Tailor training to customer needs and provide post-training support to ensure successful adoption.

Collaborate with Product, Delivery, and SMEs to keep training aligned with platform updates and best practices.

Share knowledge and contribute to continuous improvement across the learning team.

2-4 years delivering technical instructor-led training to customer or enterprise audiences, with a strong track record of engaging, outcome-focused sessions.

Excellent presentation and facilitation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

Background in a technical, customer-facing role such as technical training, technical consulting, or solution enablement in a SaaS or enterprise software environment.

Working knowledge of conversational AI or AI Agent platforms (e.g., Cognigy, Amelia, or similar) sufficient to teach concepts and guide learners through hands-on exercises.

General technical literacy. Comfortable with API/integration concepts (REST, webhooks), flow logic, variables, scripting, and web technologies (HTML, JavaScript, CSS) to the degree needed for credible platform instruction.

A genuine passion for enablement. You thrive on helping others succeed and take ownership of ensuring every learner leaves with practical, applicable skills.

Strong self-learning skills with the ability to quickly master new products and features. Works well cross-functionally across product, delivery, and customer success teams.

Ability to work independently in a global, fast-paced environment, including delivering virtual sessions across multiple time zones.

Cognigy Mastery Certification (or willingness to obtain within 90 days).

Experience with contact center platforms such as NiCE CXone, Genesys, or Avaya.

Background in instructional design or adult learning principles (e.g., ADDIE, Kirkpatrick).

Familiarity with voice channel development and telephony concepts.

Understanding of contact center operations and customer experience.

Join an ever-growing, market disrupting, global company where the teams — comprised of the best of the best — work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr

Reporting Into: Tech Manager

Role Type: Individual Contributor