CX Enablement Technical Trainer at Dialpad

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Experience, CommunicationsIndustries

Requirements

Technical acumen in Dialpad's platform, systems, and tools
Instructional design skills
Facilitation skills for virtual and in-person training sessions
Ability to partner with subject matter experts, product teams, and support operations
Ability to work under US Pacific time hours (7am - 4pm)
Traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic
Ability to work in Pasig City, Metro Manila Office (flexible hybrid setting)

Responsibilities

Lead engaging, interactive training sessions (virtual and/or in-person) for new hires and tenured support agents focused on systems, tools, workflows, and technical troubleshooting
Foster a supportive and inclusive learning environment where participants feel comfortable asking questions and sharing experiences
Use a variety of facilitation techniques to accommodate different learning styles and keep sessions dynamic and impactful
Guide learners through real-world scenarios, role plays, and hands-on practice to build confidence and retention
Provide real-time feedback, coaching, and support to learners during sessions

Skills

Technical Training

Troubleshooting

Customer Support

AI Insights

Communication Skills

Training Development

Cross-functional Collaboration

Dialpad

AI platform for customer engagement and collaboration

About Dialpad

Dialpad offers an AI-powered platform designed to enhance customer engagement, sales, and team collaboration. Its key features include real-time transcription of conversations, sentiment analysis to gauge the mood of discussions, live coaching for sales representatives, and predictive customer satisfaction (CSAT) scores to forecast client satisfaction. This platform serves a diverse clientele, from small businesses to large corporations, and operates on a subscription-based model. Dialpad distinguishes itself from competitors through its rapid product innovation and strong partnerships, such as its collaboration with the Sacramento Kings basketball team, which includes community programs like The Huddle Lab for young entrepreneurs. The company has received recognition from G2 in various categories, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Dialpad's goal is to leverage AI to improve customer service and sales effectiveness.

San Ramon, CaliforniaHeadquarters

2011Year Founded

$437.7MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Flexible Work Hours

Phone/Internet Stipend

Gym Membership

Professional Development Budget

Risks

Emerging AI-driven platforms could erode Dialpad's market share.

Integration challenges from Surfboard acquisition may disrupt operations.

Rapid AI advancements could render Dialpad's offerings obsolete if not updated.

Differentiation

Dialpad offers real-time transcription and sentiment analysis, enhancing customer interactions.

Its AI-powered platform supports sales, customer engagement, and team collaboration effectively.

Dialpad's continuous innovation and fast feature releases set it apart from competitors.

Upsides

Dialpad's acquisition of Surfboard enhances its workforce management capabilities.

Recognition as Google Cloud Technology Partner of the Year boosts Dialpad's credibility.

Launch of business-specific AI models provides a competitive edge in sales conversations.

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