****Applicants must be authorized to work for ANY employer in the U.S. No agencies please.
This hybrid role requires on-site presence at the Norcross HQ twice per week.
We are hiring a Learning Business Specialist to work cross-functionally with developers, product managers, customer operations, and support teams to create and maintain clear, high-quality training content. The ideal candidate can learn and explain complex contact center software products and develop training in multiple formats, including online eLearning modules.
Role Overview
The Learning Business Specialist works with developers, product managers, customer operations, and support teams to create and maintain high-quality training content. This role requires the ability to understand complex contact center software products and create training in multiple modalities, including eLearning.
Role Details
- Engages project teams and stakeholders to define training goals and objectives, conducts audience analysis, and obtains appropriate sign-off on final training deliverables.
- Implements training projects from inception to completion with minimal supervision.
- Develops technical course content based on the USAN roadmap defined by Product Management.
- Ensures the standardization and technical accuracy of course materials.
- Participates in setting up, configuring, and troubleshooting hands-on technical training, including creating exercises and participant guides.
- Applies instructional design principles, adult learning principles, and learning methodologies.
- Uses working knowledge of eLearning authoring tools, learning management systems (LMS), and the ADDIE methodology.
- Research, design, develop, edit, and maintain instructional content in multiple formats, such as eLearning, cheat sheets, and instructor-led training.
- Develops learning materials with well-defined objectives aligned with business performance goals.
- Collaborates with subject matter experts and stakeholders across the organization to develop content.
- Reviews evaluation data to assess training effectiveness and recommends improvements.
Expectations and Qualifications
- 5+ years of experience with eLearning authoring tools and audio/video editing tools.
- 2-3 years of experience using Articulate Storyline and Articulate Rise.
- Experience using modern, architected learning management systems; TalentLMS and Synthesia experience are preferred, but not required.
- Strong organizational, problem-solving, analytical, and project management skills.
- Demonstrated experience working closely with Product Management, R&D, and Sales to develop and maintain courseware, curricula, assessments, and certifications for distributors, partners, and end users.
- Experience developing and executing training project plans.
- Experience estimating project timelines and effort.
- Experience documenting complex systems, preferably computer technology, IVR, and/or contact center technology.
Job Benefits:
• Healthcare benefits
• 401K plan
• Paid company holidays
• Paid vacation
• Business casual work environment
• Annual performance based bonus program
