Instructional Designer

Position Summary

The Instructional Designer develops scalable learning solutions that support Service Center operational performance, employee development, and customer experience objectives. Reporting to the Knowledge Manager, this role contributes to the vision and long-term trajectory of the Service Center training program by collaborating with stakeholders to design innovative learning experiences that support operational excellence and continuous improvement.

Using adult learning principles, instructional design methodologies, and modern learning technologies, the Instructional Designer creates instructor-led, virtual, eLearning, microlearning, video, and blended learning solutions that support multiple service channels, including phone, chat, email, and web.

Design, develop, deliver, and continuously improve instructor-led, virtual, eLearning, microlearning, video, simulation, and blended learning solutions that support Service Center operations,government programs, systems, and organizational initiatives.

• Develop learner-centered curriculum, multimedia content, instructor guides, participant materials, job aids, quick reference guides, and other instructional resources.
• Review, maintain, and update learning content to reflect policy, process, system, and organizational changes while ensuring alignment with knowledge documentation and operational standards.

• Partner with subject matter experts, operational leaders, Knowledge Management, Quality Assurance, and other stakeholders to conduct training needs analyses, define learning objectives, validate content, and identify performance gaps.
• Manage instructional development projects, priorities, and work items using Learning Management Systems (LMS), Jira or similar work management tools, and Agile methodologies, including Kanban and Scrum.

• Facilitate instructor-led, virtual, and digital learning programs supporting onboarding, continuing education, new system implementations, and operational readiness initiatives.
• Evaluate learning effectiveness using assessments, learner feedback, operational metrics, and performance data to identify opportunities for continuous improvement.
• Research, evaluate, and apply emerging instructional design practices, AI-enabled learning technologies, and multimedia development tools to improve learner engagement and training effectiveness.

Learning initiatives may include customer support processes, technical systems training, knowledge management procedures, onboarding programs, compliance initiatives, government program operations, and other Service Center operational priorities

• Share Point
• Jira
• Tovuti
• Camstasia
• Animaker

• Bachelor's degree and two (2) years of progressively responsible experience in instructional design, curriculum development, learning and development, virtual classroom instruction, multi-media content development, educational technology, or an equivalent combination of education and professional experience.
• Experience supporting continuous improvement initiatives and training process optimization.
• Design, development, facilitation, and evaluation of operational and technical training using adult learning principles and instructional design methodologies.
• Proficiency with instructional design software, Learning Management Systems (LMS), Microsoft 365, eLearning authoring tools, and multimedia technologies.
• Knowledge of Agile methodologies, including Kanban and Scrum, with proficiency using Jira or similar work management tools.
• Strong organizational, analytical, communication, facilitation, presentation, and stakeholder collaboration skills.
• Capability to manage multiple projects and competing priorities in a fast-paced environment.
• Ability to maintain alignment between training content, knowledge documentation, and operational procedures.

• Contact center operations experience.
• Government program or government-contracted…