Instructional Designer

Title: Instructional Designer

Client: Global leader in Technology/ Electronics

Duration: 6 months with HIGH chance for extension or become permanent

Work Location: Plano, TX

Schedule: M-F (Fully Onsite)

Pay rate: $38-41.87/hr w2 + Benefits

Top skills/experience:

• 3-5 years of instructional design experience is required
• 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).
• Highly Preferred: 2 years supporting a contact center, technical support, or customer service environment.

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.

Required Qualifications

• 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