AI / Technical Trainer

Responsible for driving end to end training governance, development and delivery across Customer Service, Product and AI enabled platforms.

This role ensures training scalability and effectiveness for AI systems, Knowledge Base (KB), cloud-based tools and API driven workflows, while enabling frontline teams to operate effectively in a tech-enabled environment. The role also supports data-driven decision-making, product adoption and cross-functional alignment across Operations, Product and Engineering teams.

Key Responsibilities :

Training Coordination & Stakeholder Alignment

. Collaborate with Regional, Local, and BPO training teams to ensure alignment on training goals and standards.

. Act as the key liaison between Operations, Product, Engineering, and Knowledge Base teams.

. Translate complex system capabilities into practical, operational training programs.

. Serve as the main point of contact for technical and AI-related training initiatives.

Training Development & Delivery (AI / Technical / Product)

Design and deliver training programs covering

. AI-enabled tools (chatbot, LLM workflows, automation tools).

. Cloud based KB systems and knowledge retrieval frameworks.

. Conduct onboarding, refresher, and upskilling sessions for L1/L2 agents and support teams on both operational and technical topics.

. Translate technical concepts (APIs, system flows, integrations) into clear, operationally actionable training.

. Develop interactive learning formats such as AI simulations, role plays, and digital learning modules.

Training Needs Analysis & Performance Evaluation

Conduct Training Needs Analysis (TNA) based on performance data, system adoption and product changes.

Track and evaluate:

. New hire ramp-up (30/60/90 days).

. Post-training performance and system/tool adoption.

. AI tool utilization and effectiveness metrics.

. Post-training performance and system/tool adoption.

. Develop targeted interventions to improve both operational performance and technical proficiency.

Training Content Governance & Technical Documentation

Develop and maintain standardised, version-controlled training materials, including:

. SOPs and workflows.

. System guides (tools, dashboards, APIs where relevant).

. Ensure training content is aligned with system updates, product releases, and policy changes.

. System guides (tools, dashboards, APIs where relevant).

. Collaborate with SMEs, Product, and Engineering teams to validate accuracy and relevance. AI and KB usage playbooks.

AI, SMART KB & Automation Enablement

Structure training content for AI-readability and SMART KB integration (prompt optimization, tagging, intent mapping).

Support rollout of AI-enabled training initiatives, including:

. AI role-play simulations.

. Automated learning modules.

. Chatbot training frameworks.

. Partner with Product and Engineering teams to ensure training aligns with system enhancements, APIs, and automation workflows.

Continuous Improvement & Best Practices

. Identify opportunities to improve training through automation, AI tools, and digital learning platforms.

. Introduce best practices in technical training, system adoption, and knowledge management.

. Stay updated on emerging technologies (AI, cloud, APIs, LLMs) and incorporate them into training strategies.

3-5+ years of experience in Technical Training, Learning & Development, Operations Enablement, or Customer Service training.

Strong understanding of:

. AI tools / LLM-based systems (chatbots, automation)

. Knowledge Base systems and SOP frameworks

. Basic cloud concepts and API workflows (REST APIs, integrations, system flows)

. Experience in translating technical concepts into user-friendly training content.

. Strong analytical skills with the ability to interpret performance and system usage data.

. Proven ability to work cross-functionally with Product, Engineering, QA, and Operations teams.

. Excellent communication, facilitation, and documentation skills.