Training Developer (contract)

Responsibilities

• Develop interactive Epiplex simulations, guided workflows, and walkthroughs for CCaaS platforms.
• Design and create training curriculum, learning modules, and performance support resources.
• Create agent and supervisor training materials aligned with contact center workflows and business processes.
• Create job aids, quick reference guides, and other learner-focused documentation.
• Translate complex CCaaS functionality into clear, actionable training content.
• Conduct training needs analysis and support curriculum planning for large-scale technology implementations.
• Partner with Subject Matter Experts (SMEs), operations teams, and project stakeholders to validate and refine content.
• Support ongoing maintenance and rapid updates to training materials as platform enhancements and changes are introduced.
• Ensure learning materials are accurate, effective, and aligned with project timelines and business objectives.

Qualifications

• Authorized to work for ANY employer in the U.S.
• Experience developing training programs for contact center environments.
• Strong instructional design skills, including curriculum development and job aid creation.
• Proven ability to simplify complex systems and processes into clear, step-by-step learning materials.
• Experience supporting large-scale technology rollouts, including training needs analysis and curriculum planning.
• Experience developing simulations, guided learning experiences, and system walkthroughs.
• Strong organizational and project management skills.
• Demonstrated ability to work independently, take ownership of deliverables, and proactively solve problems.
• Ability to quickly learn new systems and adapt in a fast-paced environment.
• Hands-on experience with Epiplex or similar software used to develop simulations and guided workflows. (preferred)
• Experience with CCaaS (Contact Center as a Service) and/or customer interaction platforms. (preferred)
• Experience creating multimodal learning solutions, including instructor-led, self-paced, digital, and performance support content.
• Previous experience supporting enterprise technology transformation initiatives.
• Financial services experience, including Wells Fargo, is considered a plus but is not required.