Instructional Designer

Ektello; Plano (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Global leader in Technology/ Electronics seeks an instructional designer to develop and manage end-to-end training for contact center agents and support staff. You will apply ADDIE/SAM to create blended learning, design eLearning modules, ILT, and microlearning, and collaborate with SMEs to ensure content accuracy.

Responsibilities include LMS administration, needs analysis, and ongoing evaluation using Kirkpatrick frameworks.

Qualifications

• 3-5 years of instructional design experience.
• 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).
• 2 years supporting a contact center, technical support, or customer service environment (highly preferred).

Responsibilities

• Curriculum & Content Development: Design and develop training programs for onboarding, product/technical upskilling, soft skills, and compliance for contact center agents and staff.
• Instructional Design: Apply ADDIE/SAM to create blended learning solutions including eLearning, ILT, virtual ILT, job aids, knowledge bases, and microlearning.
• Needs Analysis: Conduct training needs assessments with operations, QA, and HR to identify gaps and propose interventions.
• SME Collaboration: Partner with technical SMEs and product teams to ensure content accuracy reflects current processes.
• eLearning Authoring: Build interactive courses using Storyline, Rise, Captivate, or similar tools.
• LMS Administration: Upload and maintain content, track completion, and generate stakeholder reports.
• Evaluation & CI: Use Kirkpatrick or similar to assess effectiveness and refine content.
• Project Management: Manage multiple projects with timelines and updates.
• Facilitation Support: Support or co-facilitate training sessions (virtual or in-person).
• Documentation: Maintain versioned training libraries and change logs.

Skills

Instructional design

Contact center experience

Needs analysis

Project management

Communication skills

Tools

Articulate Storyline 360

Rise 360

Adobe Captivate

iSpring

Absorb

Microsoft Office

Cornerstone

Workday Learning

TalentLMS

Docebo

Job description

Client: Global leader in Technology/ Electronics

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