Title: Training Developer - CCaaS Platform Rollout
Location: 401 S Tryon St Charlotte, NC
Alternate Location: 800 S Jordan Creek Pkwy West Des Moines, IA
Duration: 12 months
Work Engagement: W2
Work Schedule: 3 days in office/2 days remote
Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits
Summary:
We are seeking an experienced Training Developer to support the rollout of new Contact Center as a Service (CCaaS) platforms. This role will be responsible for designing and developing engaging, practical training solutions for both agents and supervisors, with a strong focus on Epiplex simulations, guided walkthroughs, job aids, and performance support materials.
The ideal candidate is a self-starter who can quickly ramp up, work independently, and translate complex system functionality into simple, user-friendly learning experiences that drive adoption and performance.
Responsibilities:
Develop interactive Epiplex simulations, guided workflows, and walkthroughs for CCaaS platforms.
Design and create training curriculum, learning modules, and performance support resources.
Develop 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:
Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
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.
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