Instructional Design Lead, Contact Center Training

DXC Technology Company; Tulsa (OK); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Wellness programs

Retirement plan

Paid time off

Paid holidays

Disability insurance

Job summary

DXC Technology Company is seeking an Instructional Designer to design, develop, implement, and continuously improve high-impact learning solutions for contact center operations and client requirements. You will partner with SMEs and training leaders to create engaging learning that improves new hire readiness and performance.

You will build blended formats, measure outcomes against KPIs, and shape curricula to align with regulatory standards and business needs.

Qualifications

• Bachelor's degree in Instructional Design, Education, Organizational Development, or a related field.
• 3–5+ years of instructional design experience.
• 2+ years in contact center, customer service, BPO, or operations environments.
• Experience with ADDIE or similar methodologies.
• Strong digital and instructor-led development skills.
• Excellent writing and content development skills.
• Ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Design end-to-end learning solutions for new hire training, product launches, refreshers, cross-skilling, compliance, and leadership development.
• Build blended learning solutions including ILT, VILT, eLearning, microlearning, simulations, scenarios, assessments, and OJT.
• Create facilitator and participant guides, storyboards, job aids, process maps, and interactive modules aligned to brand, quality, and compliance standards.
• Conduct training needs analyses and use performance data to recommend and measure learning interventions.
• Build and maintain content in the LMS using industry-standard authoring tools, leveraging AI-enabled learning technology.
• Measure training effectiveness and ROI against operational metrics such as CSAT, QA, AHT, FCR, and time-to-proficiency, and refresh curriculum accordingly.
• Partner with Operations, Quality Assurance, Workforce Management, Compliance, SMEs, and Training Leaders to align learning solutions with business needs.
• Develop measurable learning solutions that translate complex business processes and compliance standards into effective training content.

Job description

DXC Technology Company is seeking an Instructional Designer to design, develop, implement, and continuously improve high-impact learning solutions for contact center operations and client requirements. You will partner with SMEs and training leaders to create engaging learning that improves new hire readiness and performance.

You will build blended formats, measure outcomes against KPIs, and shape curricula to align with regulatory standards and business needs.