Learning Business Specialist - Hybrid - Norcross, GA

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This hybrid role requires on‑site presence at the Norcross HQ twice per week.

Do you provide thought leadership for developing learning strategies? Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? Do you have the unparalleled acumen to see the big picture and break it down into its components? Do you enjoy creating online technical training modules for customers, partners, and internal users? Are you a person that gets excited about learning and sharing what you learn with others? 

As an experienced Learning Business Specialist, you will have the opportunity to share new ideas and collaborate on projects without the extensive demands of travel. USAN is a revolutionary contact center solutions provider, promoting 21st century values rooted in work-life balance, flexibility, and career growth opportunities. As an Amazon Connect ready partner, USAN offers our customers a comprehensive suite of cloud-based contact center solutions and services.  

We are hiring a Learning Business Specialist to interact cross-functionally with developers, product managers, customer operations and support to create and maintain top quality and clear training content. The ideal candidate will have the ability to use and understand complex contact center software products and create training content in all modalities including online eLearning modules as needed.  

Overview

LBS to interact cross-functionally with developers, product managers, and customer operations and support to create and maintain top quality and clear training content. The ideal candidate will have the ability to use and understand complex contact center software products and create training content in all modalities including online eLearning modules as needed.  

• Engages project team and stakeholders to define training goals and objectives, completes audience analysis, and obtains correct sign-off for final training deliverables
• Implements training projects from inception to completion with minimal supervision
• Develops technical content for courses based on the USAN roadmap defined by Product Management 
• Ensures standardization and technical accuracy of all course materials 
• Participates in the setup, configuration and troubleshooting of hands-on technical training, including creating exercises & participant guides
• Applies and understands instructional design, adult learning principles and learning methodologies
• Applies working knowledge of eLearning content authoring tools, LMS, Adobe Creative Cloud and ADDIE methodology
• Research, designs, develops, edits, and maintains instructional content via multiple modalities consistent with adult learning principles (e.g., eLearning, cheat sheets, instructor-led, etc.) 
• Develops learning with well-defined learning objectives that are aligned with business performance goals
• Collaborates with subject matter experts and stakeholders at all levels and disciplines across the organization to develop content
• Reviews evaluation data to assess the effectiveness of training content and implements recommendations for improvements

Requirements

• Attention to detail with excellent oral and written communication skills
• 5+ years’ experience with eLearning authoring tools, audio/video editing tools  
• Demonstrated and proven organizational, problem solving, analytical, and project management skills
• Demonstrated experience working closely with Product Management, R&D and Sales, to develop and maintain courseware, curriculum, assessments, and certifications for Distributors, Partners, and end-users 
• Proven experience developing and executing training project plans
• Proven experience assessing timelines and estimates to complete training projects
• Proven collaborator and ability to meet deadlines in a dynamic environment subject to impromptu changes in schedules and priorities

• Experience in documentation of complex systems, preferably computer technology, IVR and/or contact center technology related
• Experience with single source editing tools for publishing HTML online guides 
•  Experience using modern architecture Learning Management Systems like Talentless
• A strong collaborator and initiative-taker 
• Training and teaching skills 
• Strong work-ethic and enthusiasm for learning  
• A creative, thoughtful, and learning-obsessed person 

Job Benefits:
•Healthcare benefits
•401K plan
•Paid company holidays
•Paid vacation
•Business casual work environment
•Annual performance based bonus program

Company Description
United States Advanced Network, In. (USAN) is a privately held corporation based out of Norcross, GA (a suburb of Atlanta, GA). Founded in 1989, USAN has a 37 year history of providing carrier grade telecom solutions. From USAN’s initial service offering of hosted IVR, USAN has continued to develop new private cloud solutions and capabilities. USAN’s multi-channel customer engagement platform provides hosted IVR, ACD as SaaS, customer engagement via SMS/Text, Web service offerings, and customer engagement via social media channels such as Facebook and Twitter. Today, the USAN cloud handles more than one billion transactions yearly for some of the world’s largest companies. Our fifth-generation, carrier-grade network and platform architecture delivers reliable traffic capacity and availability—greater than 99.999% in each year of operation.

For more information, please visit us at www.usan.com