Instructional Designer

Duration: 6 months with HIGH chance for extension or become permanent

Schedule: M-F (Fully Onsite) 3-5 years of instructional design experience is required Demonstrated proficiency with eLearning authoring tools (Articulate Storyline 360, Rise 360, or equivalent). Familiarity with LMS platforms (e.g., Cornerstone, Workday Learning, TalentLMS, Docebo, or similar).

Highly Preferred: 2 years supporting a contact center, technical support, or customer service environment. Key Responsibilities Curriculum & Content Development: Design and develop end-to-end training programs including new hire onboarding, product/technical upskilling, soft skills, and compliance training for contact center agents and support staff. Instructional Design: Apply adult learning theory and instructional design models (e.g., ADDIE, SAM) to create blended learning solutions - including eLearning modules, instructor-led training (ILT), virtual ILT, job aids, knowledge base articles, and microlearning content. Needs Analysis: Conduct training needs assessments in partnership with operations, quality assurance, and HR to identify performance gaps and recommend targeted learning interventions SME Collaboration: Partner with technical SMEs, product teams, and contact center leadership to gather accurate content, validate technical accuracy, and ensure materials reflect current processes and tools. eLearning Authoring: Build interactive eLearning courses using authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, or similar platforms. LMS Administration: Upload, organize, and maintain training content within the Learning Management System (LMS); track learner completion and generate reports for stakeholders. Evaluation & Continuous Improvement: Use Kirkpatrick or similar evaluation frameworks to assess training effectiveness; analyze QA scores, CSAT data, and AHT metrics to identify opportunities to refine content. Project Management: Manage multiple projects simultaneously, maintaining timelines, communicating status updates, and delivering high-quality work on deadline. Facilitation Support: Occasionally facilitate or co-facilitate training sessions (virtual or in-person) and provide train-the-trainer support to operations leads and coaches. Documentation: Maintain version-controlled training libraries, process documentation, and change logs to ensure content stays current as products, systems, and policies evolve.

Required Qualifications: 3-5 years of instructional design experience, with at least 2 years supporting a contact center, technical support, or customer service environment. Demonstrated proficiency with eLearning authoring tools (Articulate Storyline 360, Rise 360, or equivalent). Solid understanding of instructional design methodologies (ADDIE, SAM, backward design) and adult learning principles. Experience conducting training needs analyses and translating findings into actionable learning solutions. Familiarity with LMS platforms (e.g., Cornerstone, Workday Learning, TalentLMS, Docebo, or similar). Ability to absorb and accurately communicate complex technical concepts for a non-technical audience. Strong written and verbal communication skills with meticulous attention to detail. Proven ability to manage multiple projects and deadlines in a fast-paced environment. Proficiency with Microsoft Office Suite, Adobe Captivate, Articulate 360, iSpring and/or Absorb