Instructional Designer

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

Job summary

WCL Group is seeking an experienced Instructional Designer for a 6-month contract in Plano, TX. You will design and develop onboarding, product upskilling, and compliance training for contact center staff, applying ADDIE/SAM, and delivering blended learning solutions using Storyline, Rise, and other tools.

You will collaborate with SMEs, administer the LMS, analyze QA/CSAT metrics, manage multiple projects, and provide train-the-trainer support.

Qualifications

• 3–5 years instructional design experience, with at least 2 years in contact center or customer service.
• Proficiency with eLearning authoring tools (Articulate Storyline 360, Rise 360, or equivalent).
• Strong grasp of ADDIE/SAM and adult learning principles.
• Experience conducting training needs analyses and translating findings into learning solutions.
• Familiarity with LMS platforms (Cornerstone, Workday Learning, TalentLMS, Docebo, or similar).
• Ability to communicate complex concepts to non-technical audiences.
• Strong written and verbal communication with 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

Responsibilities

• Design end-to-end training programs for onboarding, product upskilling, and compliance for contact center staff.
• Create blended learning solutions including eLearning modules, ILT, virtual ILT, job aids, knowledge base articles, and microlearning content.
• Conduct training needs assessments in partnership with operations, QA, and HR.
• Collaborate with SMEs, product teams, and leadership to ensure content accuracy.
• Build interactive eLearning courses using authoring tools such as Storyline, Rise, and Captivate.
• Manage LMS content, track learner completion, and generate stakeholder reports.
• Evaluate training effectiveness using Kirkpatrick or similar frameworks.
• Coordinate multiple projects with timelines and communicate status updates.
• Provide train-the-trainer support during launches and system go-lives.
• Maintain version-controlled training libraries and documentation reflecting product updates.

Skills

Instructional design

Needs analysis

Communication

Project management

Microsoft Office

Education

Bachelor's degree in Instructional Design or related field

Tools

Articulate Storyline 360

Rise 360

Adobe Captivate

iSpring

Absorb

Cornerstone

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.

COMPENSATION

$41.75 per hour

CONTRACT TERM

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

POSITION OVERVIEW – Instructional Designer

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.

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.