Business Processes, Call Center Operations, Call Centers, Cloud Computing, Communication Skills, Consulting, Customer Support/Service, Design Services, Detail Oriented, Financial Services, Instructional Design, Multitasking, Needs Assessment, Software Simulation, Team Player, Training/Teaching, Training/Teaching Curriculum, Training/Teaching Materials
Training Development Consultant (Hybrid)
Position Overview
We are seeking an experienced Training Development Consultant to support a large-scale technology transformation focused on contact center operations. This role will design engaging, user-focused learning materials that enable employees to successfully adopt new platforms and processes. The ideal candidate is an independent self-starter with strong instructional design experience who can translate complex technology into clear, practical training.
Key Responsibilities
- Design and develop instructor-led and self-paced training materials for technology implementations.
- Create simulations, guided walkthroughs, job aids, quick reference guides, and other learning resources.
- Translate complex system functionality into easy-to-follow learning content.
- Conduct training needs analysis and support curriculum planning for enterprise initiatives.
- Collaborate with business stakeholders and subject matter experts to validate and improve training materials.
- Maintain and update learning content as technology and business processes evolve.
- Manage multiple priorities while delivering high-quality training solutions within tight timelines.
Required Qualifications
- Experience developing training content for contact center or customer support environments.
- Strong instructional design experience with job aids, user guides, and learning materials.
- Ability to simplify complex systems and workflows into practical, step-by-step training.
- Experience supporting large-scale technology implementations or system rollouts.
- Self-motivated with the ability to work independently and take ownership of deliverables.
Preferred Qualifications
- Experience creating software simulations or guided walkthroughs using digital adoption platforms.
- Experience with cloud-based contact center technologies (CCaaS or similar platforms).
- Background developing multimodal learning experiences.
- Experience within financial services or other highly regulated industries.
What We're Looking For
- Strong communication and collaboration skills.
- Excellent attention to detail.
- Ability to adapt quickly in a fast-paced environment.
- Passion for creating engaging learning experiences that drive successful technology adoption.