Instructional Designer

The Instructional Designer / Knowledge Content Specialist is responsible for designing, structuring, and maintaining clear, user-centered process documentation and knowledge assets. This role transforms complex processes into intuitive, actionable content for both internal employees and customer-facing channels, including AI-powered tools.

This individual ensures that all knowledge artifacts—such as SOPs, work instructions, decision trees, and bot content—are accurate, accessible, and aligned with business processes, enabling end users to quickly find and apply the right information.

• Process Documentation & Knowledge Development
• Develop and maintain human-readable Standard Operating Procedures (SOPs) and Work Instructions (WIs)
• Translate complex workflows into clear, structured, and easy-to-follow content
• Ensure documentation aligns with process maps and operational intent
• Apply ISO-aligned document control standards (versioning, ownership, updates)

• Create and optimize content for AI chatbots and virtual assistants
• Design responses that are:
• Clear and conversational
• Accurate and compliant
• Aligned with brand voice and customer expectations
• Ensure content supports self-service and first-contact resolution

• Develop decision trees, guided workflows, and troubleshooting logic
• Structure content to help agents and customers:
• Collaborate with SMEs to validate logic and edge cases
• Design content with a user-first mindset (agents, customers, partners)
• Improve findability and usability of knowledge assets
• Standardize formats, templates, and naming conventions
• Identify gaps and continuously improve knowledge effectiveness

Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow.

Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption).

Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success.

Bachelor's Degree Required - this position is onsite 5 days a week

• Experience with AI/chatbot content or knowledge platforms
• Portfolio or writing samples showcasing structured documentation
• Background in instructional design, technical writing, or knowledge management