Instructional Designer, Content Developer

About the role

This role focuses on developing scalable role-play scenarios and interactive learning experiences to enhance associate training across instructor-led, virtual, and eLearning platforms. You will design, develop, implement and evaluate course content for new hire contact center training curriculum and ongoing training programs for contact center roles. You will also explore and apply emerging learning technologies using enterprise AI-enabled tools to innovate instructional design approaches and improve efficiency, learner engagement, and training impact.

Key responsibilities

• Develop scalable role-play scenarios and integrate them into training curricula, ensuring time efficiency and alignment with other learning materials
• Develop written and verbal learner evaluations to measure and reinforce knowledge retention
• Ideate, design, and create interactive learning experiences to enhance associate training across instructor-led, virtual, and eLearning platforms
• Transfer instructional design skills and knowledge through structured enablement and knowledge-sharing sessions, as required to meet business needs
• Explore, pilot and prove, and apply emerging learning technologies using enterprise AI-enabled tools to innovate instructional design approaches and improve efficiency, learner engagement, and training impact
• Design, develop, implement and evaluate course content for new hire contact center training curriculum
• Design, develop and implement course content for ongoing training programs for contact center roles
• Partner with global Operations, Training, Quality, and Enablement teams to establish closed-loop feedback mechanisms, maintain regular needs-assessment cadence, and design time-efficient learning solutions that maximize impact within limited training durations

About you

• 3-5+ years of experience developing training curriculum or knowledge content for a service center environment
• High School Diploma, bachelor's degree preferred
• Strong skills working with authoring tools such as: Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond, etc.
• Strong PC and MS Office skills
• Instructional design or knowledge management certification, preferred
• Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred