Strategic Instructional Designer for Tech Training (Onsite)

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

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.