Training Manager

Description About Us: AudioCodes (Nasdaq: AUDC) is a global leader in enterprise voice technology and Voice AI innovation for the digital workplace and customer experience. We help organizations unlock the full value of voice, transforming every conversation into a strategic asset that drives smarter decisions, better experiences and business growth. Our portfolio spans secure voice infrastructure, unified communications and contact center, with next-generation AI-powered voice solutions. With over 30 years of expertise and presence in more than 100 countries, AudioCodes is trusted by 65 of the Fortune 100 to power intelligent, agile and future-ready interactions across businesses worldwide. About the position: This role owns the Voca CIC training function end-to-end, from strategy and curriculum design through lab development, live delivery, and continuous improvement. You will be the go-to expert for enablement across internal teams, channel partners, and enterprise customers globally, working cross-functionally with Product, R&D, and Sales to keep training aligned with the product and the market. If you want to be the person who makes sure every partner, customer, and teammate truly understands how to unlock the power of Voca CIC. This is where it happens. About the Product: Voca CIC is AudioCodes’ flagship, award-winning Contact Center as a Service (CCaaS) portfolio, designed to meet organizations where they are today and where they’re going next. The portfolio covers two distinct opportunities: a Microsoft Teams-native contact center for organizations standardized on the Microsoft ecosystem, and a voice-platform-agnostic AI Receptionist that runs on top of any phone system. Voca CIC for Microsoft Teams is an AI-first, full omnichannel contact center, Microsoft Teams Unify certified and built natively in Azure on the same voice backbone that powers Microsoft Teams Phone. That delivers the tightest integration model on the market. Where other vendors “plug into” Teams through loose connectors, Voca CIC lives inside Teams, so every Teams user can play a role in the service workflow. It is AI-first by design, embedding Conversational AI and Generative AI into the agent and customer journey through AI voice agents, AI call summarization, and sentiment analysis, alongside an omnichannel toolkit that unifies voice, chat, and email into a single agent screen. Voca CIC has won three major industry awards in two years (CX Today Best Microsoft Teams Contact Center 2024, CX Today Best CX Deployment 2025, and UC Today Best Microsoft Teams Contact Center 2025), with more than 200 enterprise customers in production across 12+ Microsoft Azure regions worldwide. The Voca AI Receptionist is our standalone, entry-level AI offering for businesses of all sizes, from SMB to large enterprise. Built as a multi-platform solution that sits on top of any voice platform (Microsoft Teams, Cisco, Avaya, RingCentral, traditional PBX, or carrier voice services), it dramatically expands our addressable market well beyond the Microsoft footprint. It delivers AI-driven call routing, document and website-grounded Q&A, CRM integration, appointment scheduling, and outbound SMS to organizations looking for a fast on-ramp into AI-powered customer service, regardless of the phone system they already own. Responsibilities: Design, develop, and own the Voca CIC training curriculum end-to-end, covering platform administration, IVA design, contact center operations, and integrations, tailored to multiple audience levels including agentsand supervisors, administrators, partners, and technical teams. Deliver remote instructor-led training sessions, for customers, channel partners and resellers, and internal teams including Professional Services, Support, and Sales Engineers. Build and maintain hands-on lab environments and practical exercises that simulate real-world Voca CIC deployments and AI-driven contact center scenarios Develop and manage a structured certification program to ensure consistent Voca CIC knowledge and delivery quality across the reseller and end customers ecosystem. Create and maintain a full range of training assets including presentations, e-learning modules, video walkthroughs, quick-reference guides, and knowledge base content to support self-service enablement at scale. Collaborate with Product Management and R&D to stay current on new features and releases, and translate product changes into updated training materials at every release cycle. Evaluate training effectiveness through assessments, certification pass rates, and learner feedback, and continuously iterate to improve content quality and delivery outcomes. Identify knowledge gaps in the field by working closely with the Voca SME, Professional Services, and Customer Success teams, and address them through targeted enablement programs Requirements 3+ years of experience in a technical training or enablement role within a Contact Center, CCaaS, IVR/IVA, or enterprise SaaS environment Proven experience designing, developing, and delivering technical training programs for multiple audience types (customers, partners, internal teams). Hands-on experience building lab environments that replicate production contact center architectures and AI-driven call flows Strong working knowledge of IVR, IVA, and Conversational AI concepts and how they apply to real customer engagement scenarios Experience developing training materials across formats including presentations, e-learning content, and video-based learning Excellent verbal and written communication skills in English, with strong presentation and facilitation abilities Proactive, self-driven, and capable of owning a function independently with minimal oversight Advantage Familiarity with Microsoft Teams Phone and Teams-native certified contact center integrations Experience with Conversational AI platforms and hands-on design of AI-driven voice interaction flows Experience building and running partner certification or accreditation programs in a channel-driven model. Background in CCaaS platforms such as Genesys, NICE CXone, Anywhere365, or Luware is a plus.