Instructional Designer

WCL Group; Plano (TX); On-site; USD 47,000 - 68,000; Full time

Job summary

WCL Group in Plano, TX is seeking an Instructional Designer to build onboarding and technical training for contact center agents and staff. You will design blended learning, work with SMEs, and ensure content reflects current tools and processes. On-site schedule is Monday–Friday, 40 hours weekly.

Applicants should have 3–5 years in instructional design, proficiency with Articulate Storyline 360, Rise 360, or equivalent, and solid ADDIE/SAM knowledge. The role may extend or convert to full-time.

Qualifications

• 3–5 years of instructional design experience, incl. contact center or support.

Responsibilities

• Design end-to-end training programs for onboarding and upskilling.
• Create blended learning with eLearning, ILT, and microlearning.
• Partner with SMEs and operations to validate content.
• Publish courses in LMS and track completion and reporting.
• Apply ADDIE/SAM and assess training effectiveness.

Skills

Instructional design

ADDIE

SAM

Content development

Project management

Facilitation

Stakeholder comms

Technical communication

Microsoft Office

Education

Bachelor's degree in Instructional Design, Instructional Technology, Education, Communications, or related field

Tools

Articulate Storyline 360

Rise 360

Adobe Captivate

iSpring

Absorb

Job description

CLIENT HIGHLIGHT

The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation — and one of the most well-known brands in the world.

LOCATION

Plano, TX 75023

COMPENSATION

$41.75 per hour

SCHEDULE

On-site Monday-Friday (40 hrs per week)

CONTRACT TERM

6-month contract with high likelihood of extension/conversion to full-time employee

POSITION OVERVIEW – Instructional Designer

• 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.

REQUIREMENTS

• 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

PREFERRED QUALIFICATIONS

• Bachelor's degree in Instructional Design, Instructional Technology, Education, Communications, or a related field (or equivalent work experience).
• Experience supporting technical support teams handling hardware, software, or network-related issues.
• Familiarity with contact center tools and platforms (e.g., Salesforce Service Cloud, Zendesk, Genesys, Sprinklr).
• Knowledge of quality assurance frameworks, call calibration, and performance coaching within a contact center.
• Experience with video creation/editing tools (e.g., Camtasia, Vyond, Adobe Premiere).
• Certification in instructional design, project management (PMP, CAPM), or a related field (e.g., ATD Certificate in Instructional Design).
• Experience using data analytics to measure and improve training outcomes (e.g., correlating training completion with QA scores or CSAT).
• Familiarity with AI-assisted content development tools.

Work Environment

This role supports a contact center environment that operates [hours of operation 24/7 Monday–Friday]. The Instructional Designer may be required to work flexible hours on occasion to support new hire class launches or system go-live training events. Position is On-site in Plano, TX.