Instructional Design Manager - Contact Center Learning

DXC Technology Company; Tulsa (OK); Hybride; USD 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

DXC benefits program

Résumé du poste

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

The role spans instructor-led, virtual, and digital formats, with emphasis on measurable outcomes and continuous curriculum refinement.

Qualifications

• Bachelor's degree in Instructional Design, Education, Organizational Development, or a related field.

Responsabilités

• 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.

Connaissances

Instructional design

Content development

Writing

Project management

ADDIE

Communication

Formation

Bachelor's degree in Instructional Design, Education, Organizational Development, or related field

Outils

Articulate Storyline

Rise 360

Adobe Captivate

Camtasia

Vyond

Copilot Studio

Genesys

NICE

Five9

Salesforce

Zendesk

Avaya

Microsoft 365

SharePoint

Teams

Power BI

Power Automate

Description du poste

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

The role spans instructor-led, virtual, and digital formats, with emphasis on measurable outcomes and continuous curriculum refinement.