Instructional Designer (Contact Center)

Work Location: Bridgetowne, QC

Work Setup: 100% Onsite

Schedule: 9pm - 6am

As a Content Developer (Instructional design and knowledge author) , this position is responsible for supporting the design, development and implementation of new hire and on-going learning content, as well as the creation of knowledge management content, for the Contact Center within the Service Operations organization.

Job Requirements

• At least Highschool Diploma ; Bachelor's Degree holders will be prioritized
• Minimum of 3 years of experience developing training curriculum or knowledge content for a service center environment.
• Strong skills working with authoring tools such as: Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond, etc.
• Strong PC and MS Office skills.
• Instructional design or knowledge management certification, preferred.
• Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred
• Exposure to Knowledge management and technical writing preferred.
• Demonstrated success with business writing and presentation skills
• Understanding of customer contact center operations.
• Ability to incorporate the principles of adult learning into training curricula utilizing instructor-led, virtual and eLearning platforms.
• Ability to bring innovative thought process to curriculum design and curation
• Ability to convey complex information and scenarios into meaningful, effective training course material.
• Excellent communication skills (verbal, written, and presentation) at all levels of the organization.
• Experience working in a fast-paced Agile environment.
• Understanding of the Principles of Adult Learning
• Experience implementing training programs and building strong relationships and consensus.

Principal Responsibilities

• Learning Content (Instructional) Design:
• Design, develop, implement and evaluate course content for new hire contact center training curriculum
• Design, develop and implement course content for ongoing training programs for contact center roles.
• Perform ongoing curriculum maintenance as needed to ensure training materials are current and documentation is available in a secure shared location.
• Use instructional design methodologies to determine the best learning approach for addressing business needs and determine methods to measure success of the programs
• Experience and ability to measure the success of training or knowledge content using proven Instructional Design methodologies.
• Proven ability to create engaging innovative micro-learning courses in a fast-paced environment.
• Develop scalable role‑play scenarios and integrate them into training curricula, ensuring time efficiency and alignment with other learning materials
• Develop written and verbal learner evaluations to measure and reinforce knowledge retention
• Ideate, design, and create interactive learning experiences to enhance associate training across instructor‑led, virtual, and eLearning platforms
• Mentor and coach others on Instructional Design methodologies.
• Conduct peer reviews of training and knowledge deliverables
• Transfer instructional design skills and knowledge through structured enablement and knowledge‑sharing sessions, as required to meet business needs.
• Explore, pilot and prove, and apply emerging learning technologies using enterprise AI‑enabled tools to innovate instructional design approaches and improve efficiency, learner engagement, and training impact.
• Project/Relationship Management:
• Partner with global Operations, Training, Quality, and Enablement teams to establish closed‑loop feedback mechanisms, maintain regular needs‑assessment cadence, and design time‑efficient learning solutions that maximize impact within limited training durations.
• Build partnerships with leadership to understand and determine opportunities for improvement in learning programs, including soft skill and competency development as well as technical knowledge and proficiency.
• Develop strong relationships with our business partners to implement and assist in curriculum development for Service Operations.
• Using Agile methodologies, identify changes in products, systems and processes that impact training and update the curriculum as needed with these changes.
• Lead large-scale projects and coordinate with internal and external stakeholders.
• Lead in assessing business needs and determining scope of projects.
• Communicate and work effectively with all levels of management.
• Builds effective partnership with SMEs to enable content delivery, collect feedback and implement lessons learned.
• Embrace the Service Operations service strategy and keep curricula up to date with the changes in the business strategy and direction
• General Safety and Security
• Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.