Description
We are looking for a Learning Experience Leader to create and maintain a positive and professional learning environment in the organization. You will design and expand training and development programs aligned with product-specific training methodologies and initiatives.
Responsibilities:
- Set the standards and expectations through your conduct, work ethic, integrity, and character;
- Create and deliver end-user, partner, and distributor training which includes curriculum, training, and exams for all general preparatory courses prior to enterprise endorsement;
- Deliver technical preparatory training for expert technical support and to desktop support personnel on network computer system issues and on new technology;
- Accomplish projects and motivate trainees through effective training;
- Continuously improve training programs and the other learning opportunities across the organization;
- Amend and revise training programs with product development, and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases;
- Act as the subject matter expert to develop and maintain technical training documentation, knowledge base articles, and instructional materials covering IT desktop support, network systems, conferencing application fundamentals, and in-app AI capabilities;
- Develop and execute high-impact induction and ongoing enablement programs for specialized engineering roles;
- Monitor and review trainees' progress through questionnaires and discuss with their managers;
- Ensure that statutory training requirements are met, understand e-learning techniques and identify where they are relevant, and be involved in the creation and/or delivery of e-learning packages;
- Research and present new technologies and methodologies in workplace learning; and
- Ensure that all trainees adhere to the company's Code of Conduct.
Requirements:
- Bachelor's Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT/Computer-related course;
- At least 1 to 2 years of working experience in a related field (training or teaching experience);
- Solid understanding of conferencing fundamentals: AV routing, screen sharing protocols, network impacts, and enterprise permissions;
- Knowledge of in-app generative and agentic AI features;
- Proven track record creating training assets covering both core product usage and AI prompt/feature adoption;
- Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair;
- Knowledge of I.T. requirements / demands in call center Operations and organization, particularly in the area of Training support;
- Skilled technical writer able to document problems and solutions for customers and other technical support personnel;
- Strong time and project management skills;
- Excellent oral and written communication skills; Fluency in the English language;
- Energetic, enthusiastic, and creative-can think outside the box with different ways to motivate and engage an audience;
- With strong interpersonal, conflict management, mentoring, organizational, project management, and influencing skills;
- Has excellent oral and written communication skills;
- Can work in a flexible schedule including weekends and holidays.