Instructional Designer, Technical Writer, Trainer

Job Summary

This position combines the responsibilities of an instructional designer, technical writer, and technical trainer. The role is responsible for designing, developing, and delivering training materials and programs across multiple formats and modalities to support the Customer Experience & Sales department (including residential & commercial call centers, billing and collections, sustainability, and sales).

Key Responsibilities

• Design and develop learning materials across multiple formats—including print, graphics, audio, video, animation, and multimedia.
• Edit and create training modules and e-learnings for company-wide training.
• Work closely with subject matter experts to develop detailed content for both eLearning and in-person training.
• Deliver training through various modalities, ensuring effectiveness and engagement.
• Evaluate training needs and participate in the planning, design, and delivery of training materials for all areas within the Customer Experience & Sales department.
• Provide moderate to complex training for multiple functional areas, ensuring compliance with training policies and procedures.
• Assist in developing training assessments such as tests, quizzes, and competency evaluation worksheets.
• Other duties as assigned.

Skills and Competencies

• Strong instructional design and content development skills.
• Current knowledge of tools such as PowerPoint, Camtasia, Vyond, Articulate Storyline, and Rise.
• Proficient in Microsoft Office Suite and familiar with LMS systems.
• Ability to create storyboards and conduct needs assessments.
• Excellent written and verbal communication skills.
• Creativity and strong problem-solving capabilities.
• Skilled in delivering training in multiple formats and environments.
• Knowledge of training delivery strategies and learning theories.
• Demonstrated ability to collaborate with internal and external stakeholders.
• Ability to learn and train on enterprise systems such as CC&B (Customer Care & Billing) and MDM.

Qualifications and Preferred Experience

• Bachelor's degree in Business, Organizational Development, Adult Learning, or related field from an accredited college or university and five plus (5+) years of experience in training and/or training development, including two plus (2+) years in a call center/customer service environment; OR
• Associate's degree in a related field and seven plus (7+) years of experience in training and/or training development, including two plus (2+) years in a call center/customer service environment.

• Utility industry experience.
• Experience using Oracle's Customer Care & Billing (CC&B) software.
• CPTD (Certified Professional in Talent Development) certification a plus.
• Demonstrated knowledge and experience in organizational assessment, design, and implementation.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.