Senior Instructional Designer

Key Responsibilities

• Design, develop, and implement training for new hires and ongoing contact center programs
• Create and maintain curriculum aligned with business and operational changes
• Apply instructional design methodologies to build effective learning solutions
• Develop microlearning, role-play scenarios, and interactive learning experiences
• Evaluate training effectiveness and measure knowledge retention
• Conduct peer reviews and mentor team members on instructional design practices
• Partner with global stakeholders (Operations, Training, Quality, Enablement)
• Lead projects and manage stakeholder relationships using Agile methodologies
• Collaborate with SMEs to develop and improve content
• Integrate emerging learning technologies and AI-enabled tools
• Ensure knowledge and training materials are up-to-date and accessible

Must-Have Qualifi...