CX Enablement Specialist

About Foundever™

Foundever™ is a global leader in customer experience (CX) solutions. With over 170,000 associates worldwide, we are the force behind the best experiences for more than 750 of the world’s leading and digital-first brands. Our innovative CX solutions, supported by advanced technologies and expert insights, are designed to meet the operational needs of our clients while delivering seamless experiences to customers at crucial touchpoints.

Job Summary

The Practice Expert at Foundever is a specialist within the Digital Services Team, working under the direction of the Learning Tech Practice Manager. This role focuses on the hands-on implementation, configuration, and optimization of learning technology platforms - including AI coaching tools and performance enablement solutions - to deliver measurable business impact for internal stakeholders and clients. The Practice Expert collaborates closely with Project Management Teams and Enablement SMEs to embed best-practice methodologies into scalable learning solutions.

Job Responsibilities

Learning Technology Implementation & Support

• Configure, administer, and maintain learning technology platforms including Centrical, Zenarate, LMS/LXP systems, and related tools
• Support the rollout and upgrade of learning platforms across multiple sites or geographies, ensuring smooth adoption and minimal disruption
• Troubleshoot platform issues, coordinate with vendors on support matters, and escalate where needed
• Monitor system performance and usage data, providing recommendations for enhancements and improvements

Learning Design & Content Development

• Design and develop learning experiences using microlearning, gamification, simulation-based learning, and AI coaching methodologies
• Translate business and client needs into effective learning technology solutions with clear objectives and measurable outcomes
• Collaborate with Enablement SMEs to ensure training content is optimized for learner engagement and platform effectiveness
• Maintain and organize content libraries, ensuring compliance with SCORM/xAPI standards and data architecture best practices

Collaboration & Stakeholder Engagement

• Work in close coordination with the Practice Manager, PM Teams, and cross-functional partners to deliver high-quality learning solutions
• Contribute to a culture of continuous learning, collaboration, and operational excellence

Compliance & Documentation

• Ensure all learning technology activities comply with data privacy regulations (including GDPR and the EU AI Act) and internal company policies
• Maintain accurate and organized documentation for projects, system configurations, and compliance activities

Skills & Competencies

Learning Design & Analytics

• Proficiency in instructional design techniques - microlearning, gamification, and simulation-based learning
• Experience translating business needs into practical learning technology solutions

Technical & Platform Expertise

• Hands-on experience with Centrical (missions, KPIs, dashboards, coaching, user/data integration)
• Working knowledge of Zenarate (scenario design, AI coaching, analytics)
• Familiarity with major LMS/LXP platforms and integrations (APIs, SSO, HRIS, CRM)
• Understanding of SCORM/xAPI, content management, and learning data structures
• Exposure to AI/ML-powered L&D tools and emerging EdTech trends

Project & Collaboration Skills

• Ability to manage multiple tasks and platform workstreams simultaneously
• Solid communication and documentation skills, with comfort working across global, distributed teams
• Familiarity with Agile or Lean working methodologies is a plus

Compliance & Quality

• Understanding of EdTech compliance, data privacy principles, and accessibility standards (WCAG, UDL)

Professional Attributes

• Analytical and detail-oriented, with the ability to synthesize insights from data
• Adaptable, curious, and passionate about emerging learning technologies
• Strong cross-cultural collaboration and interpersonal skills

Qualification - Experience & Education

• Minimum 2 years experience in a similar role
• Previous experience of global engagements, EdTech background, or related technology services
• Bachelors or Master’s Degree in EdTech if preferred
• Prior experience in Implementing Learning Solutions, strong problem solving, financial and strategic management skills
• Expertise in project and client management, global delivery, and operational excellence
• Spanish or French spoken and written language skills are beneficial

What We Offer

• Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
• Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
• Competitive compensation. Attractive salary and benefits package.
• Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.