דרושים Instructional Designer/trainer ב-Nice ב-Philippines, Manila

Instructional Design and Technical Curriculum Development

• Design and develop technical enablement content for global use within live and virtual environments to educate learners about new and existing technologies
• Develop e-Learning content designed to provide a continuous learning environment
• Develop and deploy learning assessments to ensure and improve information retention
• Keep existing training material (documents, guides, videos, interactive guided navigation, etc.) updated with each NICE platform version release (quarterly release cycle).

Research and Sustain Technical Product Aptitude

• Be current on new NICE product features and platform releases to seamlessly transition that knowledge to internal and external customers
• Work cross-functionally with Product Management, Solution Consultants, and Engineering to support new product deployments through training
• Ability to deliver product and technology-based trainings to a variety of different learner profiles

Training Delivery and Facilitation

• Deliver Instructor-Led and Virtual trainings primarily to NICE clients, but also employees and business partners as needed to increase NICE product adoption rates
• Travel and attend relevant live trainings, client launches, and meetings to develop strong relationships with customers

Have you got what it takes?

• Bachelor's Degree or equivalent years of experience required, with outstanding academic performance or equivalent.
• 2+ years of customer training work experience in the SAAS industry.
• 3+ years in instructional design or courseware development.
• 2+ years of experience working with the NICE Product Line and Configuration Tools, or other contact center solution(s).
• 2+ years in a direct client-facing role with a demonstrated track record of successfully applying problem solving, critical thinking, and analytical skills.
• Solid technical aptitude to learn NICE’s product portfolio, value proposition, and how customers utilize our solutions.
• Proficiency in all MS Office products.
• Knowledge of Pendo, Salesforce, Jira, Confluence, and Asana preferred.
• Familiarity with rapid authoring tools (e.g., Adobe Captivate, Articulate Storyline and/or Articulate Rise).
• Experience developing training videos using Snagit and Camtasia for video capture and editing, and voiceover tools (e.g., Elevenlabs, Wellsaidlabs, AWS Polly).
• Experience leveraging various Learning Management Systems, compliance standards (e.g., SCORM), and/or Knowledge Management Systems.
• Experience Uploading and Managing training content (e-Learning) in an LMS, preferably Cornerstone On Demand.
• Cloud-Based Software Training/Onboarding experience preferred.
• Experience in creating and/or managing client User Groups and Certification programs.
• Ability to identify competency gaps that can be addressed through learning and development programs necessary to leverage on-the-job performance.
• Ability to work collaboratively and effectively within a team environment.
• Self-initiation and ability to work independently to quickly absorb product, company, and industry information.
• Exceptional verbal and written communication skills.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Manager, Education
Individual Contributor

Instructional Design and Technical Curriculum Development

• Design and develop technical enablement content for global use within live and virtual environments to educate learners about new and existing technologies
• Develop e-Learning content designed to provide a continuous learning environment
• Develop and deploy learning assessments to ensure and improve information retention
• Keep existing training material (documents, guides, videos, interactive guided navigation, etc.) updated with each NICE platform version release (quarterly release cycle).

Research and Sustain Technical Product Aptitude

• Be current on new NICE product features and platform releases to seamlessly transition that knowledge to internal and external customers
• Work cross-functionally with Product Management, Solution Consultants, and Engineering to support new product deployments through training
• Ability to deliver product and technology-based trainings to a variety of different learner profiles

Training Delivery and Facilitation

• Deliver Instructor-Led and Virtual trainings primarily to NICE clients, but also employees and business partners as needed to increase NICE product adoption rates
• Travel and attend relevant live trainings, client launches, and meetings to develop strong relationships with customers

How will you make an impact?

• 2 years of experience working with the NICE Product Line and Configuration Tools, or other contact center solution(s)
• Knowledge of Pendo, Salesforce, Jira, Confluence, and Asana preferred
• Cloud Based Software Training/Onboarding experience preferred
• Experience in creating and/or managing client User Groups and Certification programs
• Familiarity with rapid authoring tools (e.g., Adobe Captivate, Articulate Storyline and/or Articulate Rise)
• Experience developing training videos using Snaggit and Camtasia for video capture and editing, and (Elevenlabs, Wellsaidlabs, AWS Polly) for voiceover.
• Experience leveraging various Learning Management System, compliance standards (e.g., SCORM) and/or Knowledge Management Systems
• Experience Uploading and Managing training content (e-Learning) in an LMS, preferably Cornerstone On Demand.

Have you got what it takes?

• Bachelor's Degree or equivalent years of experience required, with outstanding academic performance or equivalent
• 3+ years in instructional design or courseware development
• Solid technical aptitude to learn NICE’s product portfolio, value proposition, and how customers utilize our solutions
• 2+ years in a direct client facing role with a demonstrated track record of successfully applying problem solving, critical thinking, and analytical skills
• Ability to identify competency gaps that can be addressed through learning and development programs necessary to leverage on-the-job performance
• Ability to work collaboratively and effectively within a team environment
• Self-initiation and ability to work independently to quickly absorb product, company, and industry information.
• 2+ years of customer training work experience in the SAAS industry
• Proficiency in all MS Office products
• Exceptional verbal and written communications skills

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Individual Contributor

This role will work closely with Operations to understand and identify learning gaps of new and existing products, implement and execute strategies through training and development to improve the efficiency of Technical Support staff. This role is also an organizational leader and is expected to evaluate, mentor and coach, and manage the performance of Trainers to ensure the successful transition of new hires to Operations.

How will you make an impact?

• Conducts and facilitates training and onboarding for newly hired Technical Support Engineers as needed.
• Coordinates and provides ongoing training for Technical Support Staff, working with subject-matter resources for specialized and additional training as needed.
• Works with Domain Experts and other leaders to scope Technical Support training and onboarding needs.
• Cares for administrative and logistics tasks related to new hire training and onboarding
• Collaborates with Operations in product knowledge assessment of new hire employees on their 5th-month review.
• Provides product training and customer-centric upskilling of Technical Support Engineers aligned with the NICE core values.
• Develops and organizes training manuals, multimedia visual aids, and other educational materials.
• Identify improvement to Training curriculum, continuous upskill programs and provide recommendations to improve the efficiency of Technical Support Engineers
• Updates and revises course content and teaching methodology in order to maintain relevance.
• Maintains familiarity with current texts, materials, teaching aids, and techniques relative to courses within the discipline and recommends their adoption when appropriate.
• Actively seeks ways to improve content.
• Follows the Company Code of Ethics and inContact policies and procedures at all times.
• Communicates in an effective and professional way with customers in and outside of inContact.
• Works with Domain Experts and other departments including product teams to prepare support curriculum for product updates and releases.

Have you got what it takes?

• 6+ years of people management in a customer service/technical support environment
• 4+ years of employee or customer training experience
• Experience delivering Instructor-Led Training and Distance Learning
• Foundation in adult learning styles
• Excellent verbal/written communication skills and strong relationship-building skills.
• Experience providing advanced technical support to customers' IT and contact center staff who use our suite of contact center software solutions

You will have an advantage if you also have:

• Prior consulting experience
• Experience developing ILT and eLearning training
• Experience using Adobe Flash, Captivate, Camtasia, or other content developing tools
• 6+ years of employee or customer training experience ​

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Individual Contributor

This role will work closely with Operations to understand and identify learning gaps of new and existing products, implement and execute strategies through training and development to improve the efficiency of Technical Support staff. This role is also an organizational leader and is expected to evaluate, mentor and coach, and manage the performance of Trainers to ensure the successful transition of new hires to Operations.

How will you make an impact?

• Conducts and facilitates training and onboarding for newly hired Technical Support Engineers as needed.
• Coordinates and provides ongoing training for Technical Support Staff, working with subject-matter resources for specialized and additional training as needed.
• Works with Domain Experts and other leaders to scope Technical Support training and onboarding needs.
• Cares for administrative and logistics tasks related to new hire training and onboarding
• Collaborates with Operations in product knowledge assessment of new hire employees on their 5th-month review.
• Provides product training and customer-centric upskilling of Technical Support Engineers aligned with the NICE core values.
• Develops and organizes training manuals, multimedia visual aids, and other educational materials.
• Identify improvement to Training curriculum, continuous upskill programs and provide recommendations to improve the efficiency of Technical Support Engineers
• Updates and revises course content and teaching methodology in order to maintain relevance.
• Maintains familiarity with current texts, materials, teaching aids, and techniques relative to courses within the discipline and recommends their adoption when appropriate.
• Actively seeks ways to improve content.
• Follows the Company Code of Ethics and inContact policies and procedures at all times.
• Communicates in an effective and professional way with customers in and outside of inContact.
• Works with Domain Experts and other departments including product teams to prepare support curriculum for product updates and releases.

Have you got what it takes?

• 6+ years of people management in a customer service/technical support environment
• 4+ years of employee or customer training experience
• Experience delivering Instructor-Led Training and Distance Learning
• Foundation in adult learning styles
• Excellent verbal/written communication skills and strong relationship-building skills.
• Experience providing advanced technical support to customers' IT and contact center staff who use our suite of contact center software solutions

You will have an advantage if you also have:

• Prior consulting experience
• Experience developing ILT and eLearning training
• Experience using Adobe Flash, Captivate, Camtasia, or other content developing tools
• 6+ years of employee or customer training experience ​

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Individual Contributor

How will you make an impact?

• Design customer-facing eLearning courses and programs on our NICE CXone Mpower platform, that are interactive, engaging, and role base to enhance the learning experience and drive product skills.
• Create eLearning content from scratch and update existing content for new product releases based on product training requirements.
• Manage training development projects end-to-end, including structuring course content, creating storyboards, scripting voiceover, and producing the content.
• Work closely with product experts and SMEs to gather knowledge on product features and use cases, and then translate this information into accessible, learner-friendly content.
• Manage review and feedback processes with SMEs to ensure suitability, accuracy, relevance, quality, and clarity of content.
• Become proficient in NICE CXone Mpower platform to drive course design and development based on product knowhow.
• Provide support and instructional design guidance to content creators across the organization, helping them produce high-quality educational materials.
• Support business requirement to curate, compile and create learning program for internal and external learners.
• Upload and maintain eLearning videos, courses and programs on the Learning Management System (LMS).
• Thrive in a fast-paced environment, managing multiple projects simultaneously, while ensuring timelines are met and quality standards are maintained.
• Collaborate with global teams and stakeholders to achieve business objectives and ensure alignment across projects.
• Stay up-to-date with industry trends, new technologies, and best practices in instructional design and eLearning development to drive continuous improvement in effectiveness and efficiency of eLearning development.

Have you got what it takes?

• At least 3 years of experience in instructional design, specializing in eLearning development for product training within the software industry.
• Strong proficiency in instructional design methodologies and tools such as Articulate Storyline, Camtasia or similar
• Proven experience with designing and developing eLearning courses and video tutorials.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with experts and cross-functional teams globally and manage multiple projects simultaneously.
• Demonstrated ability to independently learn and attain proficiency in new software developments and evolving training methodologies and tools.
• Excellent task and time management skills and ability to work with urgency and with minimal supervision.
• Fluent English proficiency (mother-tongue level) – Exceptional verbal and written communication skills in English are required.
• Ability to work in US business hours – Must be available to work during US time zones to align with team and business needs.
• Self-motivated professional and team player.
• A positive "Can-Do" attitude with a passion for training and learning.

You will have an advantage if you also have:

• A Bachelor’s or Master’s degree in Instructional Design and Technology.
• Experience in customer success / support / implementation in a software company.
• Experience in the SaaS industry.
• Experience with the contact center environment and technology.
• Experience with Cornerstone OnDemand Learning Management Systems (LMS).

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Manager, Education
Individual Contributor