Senior Contact Center Media Projects Specialist

Carnival Corporation•Miami, WA

1d•Remote

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. The Senior Specialist, Contact Center Media Projects is a strategic content developer responsible for designing and delivering high-impact, multimedia learning and engagement solutions across the contact center organization. The role goes beyond content creation, serving as a subject matter expert in digital learning strategies, a partner to operational leaders, and a driver of continuous improvement in employee development and communication. Acting as a creative force, the Senior Specialist, Contact Center Media Projects translates complex business needs into scalable, innovative, and visually engaging materials that directly impact agent performance, employee experience and service quality. The ideal candidate is both a hands-on creator and a strategic collaborator, capable of driving projects from concept to execution. The Senior Specialist, Contact Center Media Projects exercises independent decision-making authority regarding the development and execution of media-related training materials, reviewed by the Manager, Training and Knowledge.

Requirements

Bachelor's degree in Instructional Design, Digital Media, Communications, Education Technology, or a related field
Equivalent experience with a strong portfolio of multimedia content will also be considered
Proven ability to influence stakeholders across departments
High level of creativity, visual storytelling, and attention to brand standards
Exceptional project management, prioritization, and time management skills
Familiarity with LMS and content versioning workflows
Excellent verbal and written communication skills with the ability to translate technical language
5-7 years of experience in multimedia content development, instructional design, or digital training. Ideally within a customer service or content center environment
Demonstrated experience designing and deploying multimedia training at scale across large, diverse teams
Proven track record of leading content strategy initiatives and improving learning outcomes
Experience collaborating with business leaders, SMEs, and training managers to influence training programs and communication strategy
Deep expertise in multimedia instructional design and digital content strategy
Mastery of media production tools: Video: Adobe Premier Pro, After Effects, Camtasia eLearning: Articulate Storyline, Rise, Adobe Captivate Design: Adobe Illustrator, Photoshop, Canva Audio: Audacity, Adobe Audition (or similar)
Strong understanding of contact center operations, customer service principles, and performance drivers

Nice To Haves

ATD, Articulate, PMP certifications are a plus

Responsibilities

Lead the end-to-end design, development, and delivery of advanced multimedia content (instructional videos, eLearning modules, interactive PDFs) aligned with contact center learning and engagement goals.
Partner with training and professional development leadership to define multimedia learning strategies that support business goals, improve agent performance, and align with adult learning principles and modern design trends.
Own the full production cycle of high-impact video content, from scripting and storyboarding to filming and editing. Ensuring professional polish, brand consistency, and instructional value.
Create and publish SCORM-compliant eLearning content using platforms, such as Articulate 360. Optimize courses for user experience and analytics.
Serve as the go-to media expert for training team, contact center leadership, and business units to consult on the best multimedia approaches for training and communication initiatives.
Develop and maintain a scalable, organized repository of digital learning assets.
Audit, update and retire content proactively to ensure accuracy, relevance, and engagement over time.
Evaluate effectiveness of multimedia content through usage metrics, learner feedback, and performance impact.
Continuously improve content based on data insights, industry best practices, and learner needs.