Training & certification
Build the CCaaS skills your work depends on
Structured programmes on Genesys Cloud CX, Amazon Connect, Five9 and applied AI — instructor-led or online, for individuals and teams. Every programme is hands-on with the platform and ends with assessment and certification.
Training tracks for the platforms that matter
TalkdeskHow we teach
Training designed to produce capable practitioners
Instructor-led, live
Sessions run by working CCaaS practitioners. Ask why a call routed the way it did, and get an answer in the moment.
Online and self-paced
Structured online courses on CCaaS platforms and applied AI, for learners who need to fit study around work.
Hands-on with the platform
Every module includes labs in the actual tool — building flows, breaking them and fixing them.
The right starting level
Separate tracks for new entrants, working professionals and students, so no one wastes time or gets left behind.
Assessment and certification
Programmes end with a practical assessment and a certificate of completion.
Placement support
Interview preparation and introductions to hiring partners for learners who complete a programme and meet the eligibility criteria.
Platform tracks
New-entrant, professional and student tracks are available for each platform.
Genesys Cloud CX
Architecture, Architect flows, routing and queues, scripts, data actions, reporting and analytics, integrations and administration.
Amazon Connect
Contact flows, routing profiles, Lambda and Lex integration, Contact Lens, contact records and instance administration.
Five9
Inbound and outbound call flows, IVR, campaign and dialer configuration, supervisor tooling, reporting and administration.
Genesys Cloud CX
From fundamentals to certification-ready
New-entrant track
No prior contact centre experience assumed. Covers the platform end to end with guided labs.
Professional track
For people already working in CX who need platform depth — Architect, routing, data actions and reporting.
Student track
Structured for final-year students preparing to enter the CCaaS job market.
Amazon Connect
Build production-ready contact flows on AWS
Hands-on labs
Contact flows, routing profiles, hours of operation, quick connects and queues in a live instance.
Integration
Lambda, Lex, Contact Lens and contact records — the components that make Amazon Connect production-ready.
Administration
Security profiles, users and instance settings for teams operating Amazon Connect day to day.
Five9
IVR, dialer and supervisor operations
Call flows and IVR
Design and configure inbound and outbound flows.
Campaigns and dialer
Predictive, progressive and preview dialling, list management and pacing.
Supervisor tooling
Real-time and historical reporting, monitoring and workforce basics.
Training for organisations
Beyond individual programmes.
Corporate training
Tailored programmes to certify an existing contact centre team on the platform you run, delivered in cohorts around your operation.
AI & GenAI (AIXperience)
Applied AI for the contact centre — bots, agentic modules and LLM integration on Genesys Cloud CX and Amazon Connect.
Hire our graduates
Recruit learners who have completed a full track, passed assessment and prepared for interview.
Not sure which track fits?
Book a free session and we will recommend a platform and level based on your background and goals.