Learning Tech Implementation Lead (EverTrainer / Zenarate) – Individual Contributor
About Foundever™
Foundever™ is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Timings: Working hours to overlap with US and Europe time zones depending on deployment needs.
Job Summary
Work as an end-to-end implementation lead and platform subject matter specialist for our learning platforms, owning deployments and post-go-live adoption for EverTrainer (powered by Zenarate) across regions. This role is a hands-on individual contributor responsible for driving high-quality implementations, ensuring consistent configuration standards, and supporting scalable adoption through documentation, enablement, and data-driven continuous improvement.
This role partners closely with Learning & Development (L&D), Operations/Delivery, Customer Success, and technical teams to ensure implementations are both technically sound and aligned to learning outcomes.
Duties and Responsibilities
Implementation Delivery (End-to-End Ownership)
Lead end-to-end EverTrainer implementations across regions, managing timelines, milestones, risks, and stakeholder communication across time zones
Own delivery quality for deployments from discovery and configuration through testing, go-live, and hypercare
Drive implementation readiness by coordinating required inputs (access, environments, content, stakeholders, success criteria) and ensuring clear go/no-go decisions
Support complex, multi-stakeholder deployments and propose solutions for non-standard requirements within platform capabilities
Platform Expertise & Standards (COE-Aligned Contribution)
Apply and help maintain implementation playbooks, onboarding documentation, and platform configuration guides to ensure consistency across deployments
Contribute to knowledge management by documenting lessons learned, FAQs, and repeatable solutions to improve future launches
Provide platform guidance to internal stakeholders (L&D/Delivery/Operations) to promote consistent best practices
Enablement & Adoption Support
Support Train-the-Trainer (TTT) sessions and internal enablement to help regional teams adopt EverTrainer successfully
Partner with stakeholders to ensure implementations drive meaningful learning outcomes, not only technical go-lives
Promote adoption by supporting change management activities (communications, office hours, reinforcement plans) as needed
Continuous Improvement & Data-Driven Delivery
Track and report key metrics including time-to-go-live, CSAT, and platform adoption; translate insights into actions that improve delivery quality and speed
Use feedback from learners, trainers, and stakeholders to identify gaps and continuously improve implementation methodology and documentation
Maintain feedback loops with implementation, product/vendor, and customer success stakeholders to evolve practices over time
Cross-Functional Partnership
Collaborate with Sales, Customer Success, Product/vendor partners, and L&D teams to support a strong customer journey and post-go-live adoption
Act as a bridge between technical implementation needs and learning requirements, ensuring solutions are workable and instructionally effective
Partner with Delivery and Operations teams on realistic deployment timelines and resource planning inputs
Qualifications – Skills & Competencies
Required / Strongly Preferred
4+ years in implementation, professional services, learning technology, or SaaS delivery roles
Hands-on experience implementing Zenarate / EverTrainer end-to-end is strongly preferred
Comparable experience with similar platforms may be considered (e.g., Whatfix Mirror, Second Nature AI, ReflexAI, Observe.AI, Cresta, SymTrain, Solidroad)
Demonstrated ability to own end-to-end implementations independently (not only support/administration)
Strong stakeholder management and communication skills across cross-functional teams and time zones
Data-driven mindset: comfortable using KPIs and adoption metrics to guide decisions and improve outcomes
Solid understanding of L&D principles and how learning technology supports skill building at scale
High ownership, flexibility, and ability to operate effectively in a global environment
Foundever is a global leader in the customer experience (CX) industry with 170,000 associates across the globe serving more than 750 of the world's leading and digital-first brands. The company provides innovative CX solutions, technology, and expertise designed to support operational needs for clients and deliver seamless customer experiences. Foundever operates significant office locations including a Sofia center employing over 800 people and supporting 32 languages worldwide. The company specializes in contact center operations, customer service delivery, and virtual care services including healthcare advisory and telehealth support.
