Developer, Senior Global CC Training

Royal Caribbean Cruises Ltd•Miami, FL

1d•Onsite

About The Position

The Sr. Global Contact Center Training Developer is the primary creator of training materials for Royal Caribbean Group’s global contact center network, supporting channels and remote teams across North America, Manila, the UK, Guatemala, Iasi, and Cebu. This Sr. Global Contact Center Training Developer role leads end-to-end development of competency-based curricula, learning pathways, assessments, eLearning, blended programs, and multimedia assets grounded in adult learning principles. The role embeds advanced AI and machine learning capabilities—including generative AI and large language models (LLMs), natural language processing, and TTS/STT and synthetic media—into the instructional design lifecycle to accelerate content ideation, automate routine production tasks, enable adaptive and personalized learning journeys, and improve localization and accessibility at scale. AI- enabled techniques are applied to draft storyboards and scripts, generate assessment banks and branching scenarios, automate captioning and translation, accelerate audio/video editing, and enhance search and content recommendation within the LMS. Responsibility for AI extends to governance and quality assurance: establishing human-in-the-loop review workflows, prompt and data governance, bias and hallucination mitigation, and privacy, legal, and brand-voice compliance. The role configures LMS automations and integrations (APIs, enrollment rules, automation triggers) to operationalize AI-enhanced workflows and surface learner analytics— using data insights and experimentation to iterate on content effectiveness and measure business impact. Working cross-functionally with SMEs, contact center leaders, IT, and Centers of Excellence, the Sr. Developer captures SME knowledge, pilots and scales emerging AI-enabled tools, and translates analytics into continuous improvement and change management strategies that improve learner outcomes, engagement, and operational efficiency across global contact centers.

Requirements

3+ years' experience designing and/or delivering instructor-led and digital learning solutions, including needs analysis, learning objectives, assessments, and evaluation
Portfolio of instructional artifacts (storyboards, e-learning modules, videos, assessments) demonstrating measurable learner impact
Strong grounding in learning science and design models (ADDIE, SAM, backward design, competency-based design, Bloom’s Taxonomy)
Experience with major authoring tools: Articulate 360 (preferred), Adobe Captivate, Lectora, or equivalent
Practical knowledge of LMS/LXP platforms: 360Learning (preferred), Moodle, Canvas, Cornerstone, or similar
Familiarity with standards and tracking: SCORM, xAPI, CMI5
Practical multimedia creation skills: basic video editing (Camtasia, Premier Pro), audio editin (Audacity, Audition), graphics (Canva, Photoshop)
Strong project management and collaboration skills: comfortable with Agile/Sprint approaches and tools such as Smartsheet, Jira, or Confluence
Data-informed evaluation skills: experience with learning analytics, A/B testing or experimental evaluation, and tools for reporting (Smartsheet, Excel/Sheets, Power BI, or equivalent)
Practical AI and automation skills: hands-on use of generative AI (ChatGPT, Claude, Bard, or enterprise LLMs) for content generation, prompt engineering, and workflow automation
Stong communication and project management skills: proven ability to manage stakeholders and SMEs, work cross-functionally, and run projects using Agile or sprint approaches and familiarity with project management tools
Bachelor’s degree in Instructional Design, Educational Technology, Learning Sciences, HCI, Cognitive Psychology or related field; relevant certification encouraged (Articulate/Adobe, xAPI, CPTD/CPLP) and AI/data literacy coursework or certifications a plus

Responsibilities

Design, develop, and oversee the strategic approach for instructor-led, virtual, blended, and eLearning programs, ensuring alignment with business objectives and learner needs to optimize retention, engagement, and overall learning impact.
Create and maintain comprehensive learning materials such as assessments, job aids, eLearning modules and facilitator guides that are aligned with learning objectives and tailored for diverse audiences across various markets and learning environments.
Utilize AI-assisted authoring techniques to accelerate the initial development of learning content, generate alternative phrasing, produce question and item banks, and create adaptive branching scenarios—while ensuring human review and instructional judgment to validate accuracy and tone.
Serve as technical administrator for the Learning Management System (LMS): manage course creation and maintenance, user provisioning, role-based permissions, SSO integrations, catalog structure, enrollment rules, and scheduled releases.
Implement and maintain LMS automation (notification, drip content, enrollment rules) and integrate external systems to streamline onboarding, recertification, and compliance tracking.
Use AI-enabled LMS features and analytics to improve searchability, personalize learning paths, and reduce manual administrative work.
Design formative and summative assessments, practical scenario evaluations, and competency checks; maintain question banks and item metadata for reuse and psychometric review.
Analyze learner performance, engagement data, and business Key Performance Indicators to identify insights and inform the continuous improvement of learning materials, ensuring content remains effective, relevant, and aligned with organizational goals.
Follow AI governance practices for content creation; vet prompts, verify sources, check for hallucinations or bias, and maintain human-in-the-loop review and approval workflows.
Ensure AI tools and AI-generated content adhere to accuracy standards, brand voice, legal, privacy, and compliance requirements.
Partner with subject matter experts, business leaders, contact center trainers, and IT to define learning requirements, align curricula and learning materials with strategic objectives, and effectively capture SME knowledge to support efficient course development.
Facilitate SME workshops and employ AI-powered tools to capture, organize, and transform SME input into structured, actionable content.
Produce and coordinate multimedia learning assets (video, simulations, interactive modules, job aids); use AI tools for rapid audio/video editing, captioning, translation, synthetic voiceovers (where appropriate), and image generation to accelerate production while upholding quality and accessibility.
Ensure all multimedia meets accessibility standards, mobile responsiveness, and cross-platform compatibility.
Maintain and enforce course development standards, templates, metadata taxonomy, and version control to ensure consistency, scalability and reusability.
Conduct regular content reviews and updates using learner and trainer feedback, performance metrics, and AI-supported content-aging detection to ensure content remains current and effective.
Leverage data-driven insights to recommend strategic upskilling pathways and targeted on-the-job learning solutions, enhancing workforce development and operational efficiency.
Provide user support and troubleshooting for learners and facilitators using the LMS; escalate technical issue to IT and follow through on resolution.
Keep current with instructional design best practices, LMS capabilities, and emerging AI/learning technologies; pilot promising tools and scale successful innovations.
Consistently meet key performance indicators by delivering accurate, relevant, and high-quality instructional materials within established project timelines, while maintaining clear and proactive communication with stakeholders to ensure alignment and project success.