Instructional Designer

The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation — and one of the most well-known brands in the world.

$41.75 per hour

6-month contract with high likelihood of extension/conversion to full-time employee

• 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.

• 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

• Bachelor's degree in Instructional Design, Instructional Technology, Education, Communications, or a related field (or equivalent work experience).
• Experience supporting technical support teams handling hardware, software, or network-related issues.
• Familiarity with contact center tools and platforms (e.g., Salesforce Service Cloud, Zendesk, Genesys, Sprinklr)
• Knowledge of quality assurance frameworks, call calibration, and performance coaching within a contact center.
• Experience with video creation/editing tools (e.g., Camtasia, Vyond, Adobe Premiere).
• Certification in instructional design, project management (PMP, CAPM), or a related field (e.g., ATD Certificate in Instructional Design).
• Experience using data analytics to measure and improve training outcomes (e.g., correlating training completion with QA scores or CSAT).
• Familiarity with AI-assisted content development tools.

This role supports a contact center environment that operates [hours of operation 24/7…