CX Enablement Specialist

About the role

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.

Requirements

• 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

Responsibilities

1. 1

   Configure, administer, and maintain learning technology platforms including Centrical, Zenarate, LMS/LXP systems, and related tools

2. 2

   Support the rollout and upgrade of learning platforms across multiple sites or geographies, ensuring smooth adoption and minimal disruption

3. 3

   Troubleshoot platform issues, coordinate with vendors on support matters, and escalate where needed

4. 4

   Monitor system performance and usage data, providing recommendations for enhancements and improvements

5. 5

   Design and develop learning experiences using microlearning, gamification, simulation-based learning, and AI coaching methodologies

6. 6

   Translate business and client needs into effective learning technology solutions with clear objectives and measurable outcomes

7. 7

   Collaborate with Enablement SMEs to ensure training content is optimized for learner engagement and platform effectiveness

8. 8

   Maintain and organize content libraries, ensuring compliance with SCORM/xAPI standards and data architecture best practices

9. 9

   Work in close coordination with the Practice Manager, PM Teams, and cross-functional partners to deliver high-quality learning solutions

10. 10

    Contribute to a culture of continuous learning, collaboration, and operational excellence

11. 11

    Ensure all learning technology activities comply with data privacy regulations (including GDPR and the EU AI Act) and internal company policies

12. 12

    Maintain accurate and organized documentation for projects, system configurations, and compliance activities

13. 13

    Proficiency in instructional design techniques - microlearning, gamification, and simulation-based learning

14. 14

    Experience translating business needs into practical learning technology solutions

15. 15

    Hands-on experience with Centrical (missions, KPIs, dashboards, coaching, user/data integration)

16. 16

    Working knowledge of Zenarate (scenario design, AI coaching, analytics)

17. 17

    Familiarity with major LMS/LXP platforms and integrations (APIs, SSO, HRIS, CRM)

18. 18

    Understanding of SCORM/xAPI, content management, and learning data structures

19. 19

    Exposure to AI/ML-powered L&D tools and emerging EdTech trends

20. 20

    Ability to manage multiple tasks and platform workstreams simultaneously

Benefits & perks

• 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.
• Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.