Senior Media Projects Specialist, Contact Center - Remote

Responsibilities

• Lead the end-to-end design, development, and delivery of advanced multimedia content (instructional videos, eLearning modules, interactive PDFs) aligned with contact center learning and engagement goals.
• Partner with training and professional development leadership to define multimedia learning strategies that support business goals, improve agent performance, and align with adult learning principles and modern design trends.
• Own the full production cycle of high-impact video content, from scripting and storyboarding to filming and editing. Ensuring professional polish, brand consistency, and instructional value.
• Create and publish SCORM-compliant eLearning content using platforms, such as Articulate 360. Optimize courses for user experience and analytics.
• Serve as the go-to media expert for training team, contact center leadership, and business units to consult on the best multimedia approaches for training and communication initiatives.
• Develop and maintain a scalable, organized repository of digital learning assets. Audit, update and retire content proactively to ensure accuracy, relevance, and engagement over time.
• Evaluate effectiveness of multimedia content through usage metrics, learner feedback, and performance impact. Continuously improve content based on data insights, industry best practices, and learner needs.

Requirements

• Bachelor's degree in Instructional Design, Digital Media, Communications, Education Technology, or a related field
• Equivalent experience with a strong portfolio of multimedia content will also be considered
• ATD, Articulate, PMP certifications are a plus
• Proven ability to influence stakeholders across departments
• High level of creativity, visual storytelling, and attention to brand standards
• Exceptional project management, prioritization, and time management skills
• Strong understanding of contact center operations, customer service principles, and performance drivers
• Travel: Less than 25% with shipboard travel likely
• This position is classified as “remote.”

Qualifications

• Proven ability to influence stakeholders across departments
• High level of creativity, visual storytelling, and attention to brand standards
• Exceptional project management, prioritization, and time management skills
• Strong understanding of contact center operations, customer service principles, and performance drivers
• Proven track record of leading content strategy initiatives and improving learning outcomes
• Deep expertise in multimedia instructional design and digital content strategy
• Mastery of media production tools: Video, eLearning, Design, Audio
• Strong understanding of contact center operations, customer service principles, and performance drivers

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives