Contact Center Training Architect

Allied Resources Technical Consultants

Providence (RI)

On-site

USD 55,000 - 75,000

Full time

2 days ago

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Job summary

Allied Resources Technical Consultants is seeking Training Specialists to design and deliver effective training programs for the Contact Center team in Providence, RI. You will lead instructor-led and eLearning initiatives to help frontline staff navigate systems, policies, and customer interactions.

Responsibilities include creating SOPs, job aids, assessments, and modules, plus facilitating sessions for new hires and ongoing education.

Qualifications

Bachelor's degree or 5+ years of professional training experience.
Experience designing and delivering technical and customer operations training.
Proficiency with LMS platforms, Microsoft Office Suite, and modern training tools.
Strong facilitation, project coordination, and stakeholder communication skills.

Responsibilities

Design, develop, and implement Contact Center training programs (instructor-led and eLearning).
Create training assets: SOPs, job aids, assessments, modules, and presentation decks.
Facilitate training sessions, workshops, and meetings for new hires and ongoing education.
Collaborate with product, operations, and QA teams to ensure accuracy and alignment.
Track program participation, assessment results, retraining needs, and suggest improvements.
Contribute to the evolution of training strategy in response to business goals and system changes.