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Senior Technical Trainer

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Date: Feb 25, 2021

Location: Singapore, SG, 48424

Company: Aspect Software Inc

Aspect employs a team of passionate individuals who are changing the face of customer engagement.  Over our 40-year history we have empowered  employees by creating an inspired community that values customer obsession, unlocked communications and relentless innovation.  Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

 

Job Description

GENERAL SCOPE & SUMMARY

Conducts technical training courses for customers and/or employees in the use of complex situations for multiple products. Interacts with customer and functional organizations to develop specifications for content of courses.  Prepares lesson plans from engineering documentation, field service requirements or software documentation. Works with engineering, technical support and manufacturing to ensure that course material reflects current product features. Instructs participants in both classroom lectures and laboratory sessions. Follows up to determine applicability of course material. 

PRIMARY ROLE & RESPONSIBILITIES

* Deliver training courses in both public classroom deliveries and onsite (customer site) deliveries. Maintain high delivery satisfaction statistics to drive program success.

* Deliver customized curriculum content for client-specific engagements, often using Aspect Software mobile training equipment.

* Deliver courses that are more technical in content, for multiple products, often requiring trainer to educate the student on complex uses of the product so student can make independent decisions about product usage after course completion.

* Work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.

* Exercise judgment within broadly defined practices in selecting methods, techniques, and evaluation criterion for obtaining positive results.

* Work leadership may be provided by assigning work and resolving problems.

* Conduct needs assessments as necessary to determine training requirements of customers, partners, and employees. Where necessary, assist Delivery Managers in scoping special needs and recommending appropriate custom deliveries.

* Provide extensive and comprehensive mentoring to peers and co-workers on unique and standard tasks over potentially long program durations.

* Provide detailed curriculum recommendations on standard training and larger long-term training programs, and provide creative, non-standard curriculum recommendations to solve unique and dynamic training needs.

* Proactively initiate problem solving with no direction, and implement creative solutions via diverse channels.

* Responsible for urgent, non-standard training deliveries sometimes requiring minimal preparation time. 

* Provide internal and external team members with guidance on products and processes, and initiates participation in product and process improvement. 

* Work independently outside of standard models on unique and fast paced assignments. 

* Participate in discussing and influencing the direction of future team and product projects.

* Work with Aspect Education Services Instructional Design staff to develop training plans and outline training objectives and classcontent as needed. 

* Develop and implement revisions to sustained course materials as necessary to improve training effectiveness. 

* Develops and implements resolutions to problems of complexand diverse scope where analysis of data requires evaluation of identifiable factors and the frequent use of creativity.

* Deliver pilot (alpha and beta) classes, test and evaluate curriculum.

* Set up classroom environment via standard operating procedure for each course.

* Assess ability of students for exemption of pre-requisite courses.

* Assess overall effectiveness of training by working with customers, channel personnel in the field and Support Center.

* Complete special projects as may be assigned to further advancement of departmental objectives.

* Establish lines of inter-departmental communication as required to ensure goals and objectives are met.

* Travel may be required, including internationally (50% maximum).

Qualifications

SPECIALIZED KNOWLEDGE & SKILLS

* Minimum 5 years experience (8-12 desired) in a technical software/hardware technical position, preferably in a customer-facing environment.

* Significant experience working with software programming, contact centers, ACDs, IVRs, Workforce Productivity and other technologies. Expected to gain experience with multiple Aspect solutions and be able to deliver ad hoc training covering multiple products.

* Experience working with PCs/Computers and software applications.

* Self motivated and capable of teaching with minimal preparation time.

* Excellent communication and organization skills.

* Excellent problem solving skills and ability to re-defined work models to achieve a solution. 

* Excellent pre- and post event planning for standard and non standard events and ability to take full ownership of diverse project needs over an extended time. 

* Ability to learn and apply knowledge at an above average pace with limited support and mentoring. 

* Demonstrated flexibility and adaptability.

* Demonstrated teamwork abilities and ability to mentor peers.

* Excellent technical troubleshooting skills including PC hardware and network configurations.

* Excellent customer satisfaction skills.

* Exercises judgment within defined practices and polices in selecting methods, techniques and evaluation criteria for obtaining results. 

* Requires that the applicant have the ability to obtain and maintain a security clearance.

* Ability to use professional concepts in accordance with company objectives to solve complex problems in creative and effective ways. Deliver assignments without considerable direction. 

* Ability to develop resolutions to complex problems where analyses of situations or data require an in-depth evaluation of various factors and the frequent use of creativity.  Ability to exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.

JOB REQUIREMENTS

* 8 + years of experience.

* Bachelor's degree in relevant field.

* Physical requirements include sitting/standing for long periods of time. 

* Ability to travel and work Out-of-Hours if required.

Aspect is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.