Senior Contact Center Learning Architect (Remote)

Velera; Oregon; Hybrid; USD 61,000 - 94,000; Full time

Benefits offered by this job

Competitive wages

Medical with telemedicine

Dental and Vision

401k with employer match

Paid Time Off

Job summary

Velera is seeking a Senior CC Performance Development Designer to create innovative learning solutions that boost employee performance and drive business results. The role focuses on microlearning, simulations, scenarios, and development programs for the Contact Center, partnering with leaders and SMEs to close performance gaps.

Based in a remote-first environment, you will apply ADDIE, rapid prototyping, and analytics to measure impact and continuously improve learning experiences that align

Qualifications

• Minimum three (3) years customer service required; preferably in credit card/bill pay/branch services/lending industry.
• Strong design experience required.
• Proven experience in designing curriculum, preferably within an operational or corporate setting.

Responsibilities

• Design and develop innovative learning solutions that support business initiatives, operational excellence, employee development, and performance improvement.
• Create micro-learning modules, digital learning assets, performance support tools, job aids, videos, interactive activities, and blended learning experiences.
• Develop scenario-based learning, customer service simulations, role-play exercises, case studies, and experiential learning activities that reflect real business challenges.
• Translate complex operational processes into engaging and learner-centered content.
• Apply adult learning principles and instructional design methodologies, including ADDIE, rapid prototyping, and learner-centered design approaches.

Skills

Adult learning principles

Instructional design

ADDIE

Rapid prototyping

Learner-centered design

Stakeholder collaboration

Project management

Education

High School Diploma or GED

Instructional Design or related degree

Instructional design certification a plus

Tools

Articulate

Captivate

Lemonade

Job description

Velera is seeking a Senior CC Performance Development Designer to create innovative learning solutions that boost employee performance and drive business results. The role focuses on microlearning, simulations, scenarios, and development programs for the Contact Center, partnering with leaders and SMEs to close performance gaps.

Based in a remote-first environment, you will apply ADDIE, rapid prototyping, and analytics to measure impact and continuously improve learning experiences that align