Job Responsibilities
The Instructional Designer will work collaboratively with a team of learning professionals to design, develop, and enhance engaging learning experiences for technical and non-technical teams, primarily within a customer support or contact center environment across multiple regions. This role requires expertise in instructional design, eLearning development, needs analysis, and evaluating training effectiveness, while ensuring all learning solutions align with business goals. The ideal candidate has 3+ years of experience and demonstrates strong project management capabilities, the ability to work independently and within teams, and familiarity with modern learning tools such as Power BI, Power Automate, and AI-enhanced applications.
Essential Duties & Responsibilities
- Apply instructional design principles and adult learning theories (ADDIE, SAM, Bloom's, etc.) to create interactive, innovative, and accessible learning solutions.
- Design and develop learner-centered training content using tools such as Articulate Storyline, Rise, Vyond, Adobe Creative Suite, and other relevant software.
- Use xAPI, SCORM (various profiles), and cmi5 standards to create engaging, trackable eLearning content.
- Develop a wide range of learning materials including microlearning modules, full curricula, eLearning courses, product training, instructor-led training, and blended learning programs.
- Conduct needs assessments and performance gap analyses to define learning objectives and recommend appropriate instructional strategies.
- Collaborate with SMEs, managers, and cross-functional teams to transform complex concepts into clear, effective learning materials such as job aids, eLearning modules, and hybrid training options.
- Enhance learning content with graphics, animations, videos, simulations, and other multimedia elements that support different learning styles.
- Evaluate training effectiveness using learner feedback, performance data, dashboards, and other instructional metrics; revise content to optimize outcomes.
- Stay current with L&D trends such as gamification, microlearning, AI-powered learning tools, and virtual training technologies, integrating them into solutions as appropriate.
- Develop assessments, tutorials, job aids, and social learning strategies to support knowledge retention and real-world application.
- Perform LMS administration tasks as needed, including course uploads, user management, assignments, troubleshooting, and reporting.
- Use project management methodologies to plan, execute, and deliver learning projects on time and within scope, while proactively identifying risks.
- Facilitate training sessions, including train-the-trainer programs, both in-person and virtually.
- Build and maintain internal learning sites and learner dashboards through SharePoint to streamline learning access and track engagement.
- Use Power BI or Power Automate to create dashboards, automated flows, and visual reports that analyze training effectiveness, learner progress, and business impact.
