Why This Job is Featured on The SaaS Jobs
This Learning and Enablement Content Developer role sits at a core SaaS inflection point: translating a complex, multi-product cloud platform into consistent internal capability. In subscription software, customer outcomes depend on how well Customer Success teams understand product changes, troubleshooting paths, and value articulation, making enablement a direct lever on retention and expansion.
For a SaaS career, the role builds durable experience in packaging product knowledge into scalable learning assets across multiple delivery formats. Close collaboration with Product, Support, Professional Services, and Customer Success creates a broad view of how SaaS organizations operationalise launches, handle real-world issues, and standardise best practices. The emphasis on needs analysis, validation activities, and feedback loops also mirrors how SaaS teams iterate on adoption and performance using measurable signals.
This position tends to suit professionals who like structured problem solving and can move between technical detail and business context without losing clarity. It is a strong match for someone who enjoys stakeholder-heavy work, can manage multiple content streams, and wants to specialise in enablement as an operational discipline within SaaS rather than general content production.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
The Role
The Curriculum Developer will be responsible for executing the strategic direction of department leadership in the development, implementation, and maintenance of training courses targeted to internal Customer Success employees. This role with liaise heavily with subject matter experts within the Product, Support, Customer Success, and Professional Services departments.
What You'll Do
Work under the direction of the Curriculum Design Manager and assigned SMEs to develop role-based programs and curricula for internal Customer Success employees.
Design, develop, and maintain course materials across various products, topics, and delivery channels including virtual instructor-led and self-paced learning.
Work closely with Subject Matter Experts (SMEs) in Product Management, Customer Success, Professional Services, and Product Support to ensure training is aligned with business needs.
Enable Training Delivery teams to teach new and existing training courses on topics such as product knowledge, technical troubleshooting, building and expanding customer relationships and more.
Create validation activities to measure learning attainment of course objectives.
Conduct needs analysis on all training course requests to ensure alignment with business needs.
Review training survey scores and feedback to continuously improve training course quality.
Requirements
Bachelor's Degree or equivalent experience
2+ years experience designing, developing, and maintaining software training programs.
Excellent analytical and writing skills with a demonstrated aptitude for creating instructional content for both a technical audience and a business user audience.
Ability to quickly learn industry terminology, processes, and systems.
Proven ability to work effectively with subject matter experts and stakeholders.
Flexible, collaborative, team-oriented individual who shows initiative and holds themselves accountable.
Experience using Camtasia, Articulate Storyline and Rise, Synthesia or other instructional design content creation platforms.
Excellent leadership, communication, and project management skills.
Nice to Have
Background in contact center, technical support, or customer service training.
Background in the SaaS industry.
Graphic design skills.
Instructional design skills.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
