Learning Content & Training Developer - Contact Center
Charlotte, Michigan, United States of America
Contract
4 days ago
$61 USD
About this role
We are seeking an experienced Training Developer to support the rollout of new contact center platforms by creating high-impact learning content for agent and supervisor audiences. This hybrid contract opportunity is based in Charlotte, North Carolina, with Des Moines, Iowa also available as a work location. The role is ideal for a learning professional who can translate complex platform functionality into clear, practical training materials that drive adoption and performance.
This position offers the opportunity to play a key role in a large-scale contact center technology transformation. The ideal candidate is a self-starter who works well independently, collaborates effectively with subject matter experts, and develops engaging simulations, job aids, and guided learning content that help frontline teams perform with confidence. Candidates with experience supporting fast-moving technology rollouts and creating practical, workflow-based training solutions will be especially well suited for this role.
Work Arrangement: Hybrid, 3 days per week onsite
Duration: 12+ months
Required Skills & Experience
Desired Skills & Experience
What You Will Be Doing
Key Focus Areas
This position offers the opportunity to play a key role in a large-scale contact center technology transformation. The ideal candidate is a self-starter who works well independently, collaborates effectively with subject matter experts, and develops engaging simulations, job aids, and guided learning content that help frontline teams perform with confidence. Candidates with experience supporting fast-moving technology rollouts and creating practical, workflow-based training solutions will be especially well suited for this role.
Work Arrangement: Hybrid, 3 days per week onsite
Duration: 12+ months
Required Skills & Experience
- Demonstrated experience developing training content, including simulations and walkthroughs, ideally within contact center environments
- Ability to translate complex systems and processes into clear, actionable learning steps
- Strong background in instructional design and job aid development
- Experience supporting large-scale technology rollouts, including training needs analysis and curriculum planning
- Proven ability to work independently, take ownership, and solve problems proactively
Desired Skills & Experience
- Hands-on experience with Epiplex or similar tools used to create simulations and guided workflows
- Experience developing multimodal training solutions for diverse learner needs
- Background in financial services or other highly regulated environments is a plus
What You Will Be Doing
Key Focus Areas
- Develop Epiplex simulations and guided workflows to support agent and supervisor training
- Create job aids, quick reference guides, and practical training content aligned to call center workflows and evolving platform changes
- Translate CCaaS functionality into clear, user-friendly training materials and job aids
- Partner with subject matter experts to validate, refine, and maintain training content as platform needs evolve
- Support large-scale technology rollout efforts through training needs analysis, curriculum planning, and independent execution