Instructional Design & Training Specialist

Job Description

Job Description

Instructional Design & Training Specialist
Location: Johnston, RI (Hybrid: Onsite Tuesday-Thursday)
Contract Length: 24 months
Pay Rate: $30-$35

Position Summary
This position will create and facilitate instructor-led and e-learning content, develop training materials and assessments, and partner with business stakeholders to identify training needs and improve program effectiveness. The ideal candidate is both a skilled content developer and trainer who can quickly become a subject matter expert on customer service processes, systems, and procedures.
Key Responsibilities

• Design, develop, and maintain training programs, including instructor-led training (ILT), eLearning modules, job aids, standard operating procedures, and assessments.
• Facilitate classroom, virtual, and on-the-job training sessions for Contact Center employees and supporting teams.
• Partner with operational, product, and business stakeholders to identify training gaps and implement curriculum updates.
• Evaluate training effectiveness through assessments, participation metrics, and performance reporting.
• Recommend and implement continuous improvements to training programs, materials, and delivery methods.
• Develop criteria and processes to measure learning outcomes and program success.
• Maintain training documentation, records, and reporting related to employee progress and retraining requirements.
• Stay current on training best practices, learning technologies, and Learning Management Systems (LMS).
• Build strong relationships across departments to share knowledge and align training initiatives with business objectives.
• Support emergency and storm response efforts as assigned.

Required Qualifications

• Bachelor's degree or 5+ years of progressive training experience.
• Experience developing and delivering technical or operational training programs.
• Strong content development skills, including training presentations, manuals, job aids, assessments, and eLearning materials.
• Ability to quickly learn complex business processes and become a subject matter expert.
• Experience working with multiple stakeholders to gather information and develop effective training solutions.
• Excellent presentation, facilitation, organizational, and project management skills.
• Proficiency with Microsoft Office and Learning Management Systems (LMS).
• Ability to manage multiple projects and priorities in a fast-paced environment.

Key Competencies

• Training & Facilitation: Strong ability to create engaging learning experiences and deliver effective training.
• Subject Matter Expertise: Ability to quickly learn systems, processes, and operational procedures.
• Communication & Influence: Tailors communication style to different audiences and stakeholders.
• Collaboration: Works effectively across teams to solve problems and drive results.
• Analytical Thinking: Evaluates program effectiveness and identifies opportunities for improvement.
• Customer Focus: Supports initiatives that enhance the customer experience and operational excellence.

Why Should I Apply?
This role offers an opportunity to develop expertise in training within a dynamic utility environment, contributing to a critical customer service function. Join a team committed to continuous improvement and impactful training solutions.

About CEI:
As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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