Instructional Designer - Contact Center Training

Job Description

Job Description

About This Opportunity
Judit Inc. is hiring on behalf of one of our largest clients — a global technology leader in consumer electronics, semiconductors, and mobile communications. This is a temporary, contract position : you'll be employed by Judit Inc. and work directly alongside our client's team.

The description below is our client's overview of the background, skills, and experience they're looking for. If you meet most — but not all — of these, we still want to hear from you. Your Judit recruiter will walk you through the day-to-day work, schedule, pay, and contract length before anything moves forward.

What you'll do
You'll design and build the training that prepares contact center agents and support staff to succeed, from new-hire onboarding to ongoing product, technical, soft-skills, and compliance learning. You'll partner with operations, quality assurance, HR, and subject matter experts to find performance gaps, turn complex technical topics into clear learning, and use data to keep improving it.

• Design and develop end-to-end training programs, including new-hire onboarding, product and technical upskilling, soft skills, and compliance training
• Apply adult learning theory and instructional design models (such as ADDIE and SAM) to create blended learning: eLearning modules, instructor-led and virtual instructor-led training, job aids, knowledge base articles, and microlearning
• Run training needs assessments with operations, quality assurance, and HR to identify performance gaps and recommend targeted solutions
• Work with technical experts, product teams, and contact center leaders to gather content, confirm technical accuracy, and keep materials aligned with current processes and tools
• Build interactive eLearning courses in tools such as Articulate Storyline, Rise 360, Adobe Captivate, or similar
• Upload, organize, and maintain content in the Learning Management System (LMS), track completions, and report results to stakeholders
• Measure training effectiveness with the Kirkpatrick model or similar frameworks, using quality scores, customer satisfaction (CSAT), and average handle time (AHT) data to refine content
• Manage several projects at once, keep timelines on track, share status updates, and deliver on deadline
• Occasionally facilitate or co-facilitate sessions (virtual or in person) and provide train-the-trainer support to operations leads and coaches
• Maintain version-controlled training libraries, process documentation, and change logs as products, systems, and policies change

What you'll bring

• 3–5 years of instructional design experience, including at least 2 years supporting a contact center, technical support, or customer service environment
• Proficiency with eLearning authoring tools (Articulate Storyline 360, Rise 360, or equivalent)
• Proficiency with Microsoft Office Suite, Adobe Captivate, Articulate 360, iSpring and/or Absorb
• Understanding of instructional design methods (ADDIE, SAM, backward design) and adult learning principles
• Experience conducting training needs analyses and turning findings into practical learning solutions
• Familiarity with LMS platforms such as Cornerstone, Workday Learning, TalentLMS, Docebo, or similar
• Ability to explain complex technical concepts clearly to a non-technical audience
• Clear written and verbal communication, with careful attention to detail
• A track record of managing multiple projects and deadlines in a high-volume environment

Nice to have

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

Work details

• Fully onsite in Plano, TX
• Supports a contact center operation; occasional flexible hours may be needed for new-hire class launches or system go-live training