Senior Learning Expert

We are seeking a skilled and experienced professional to fill the role of Senior Learning Analyst. As a member of our team, you will play a critical part in designing and implementing blended learning training programs that drive business growth.

Responsibilities:

1. Coordinate and execute blended learning training programs, conceptualize and implement curricula for sustained business growth.
2. Provide coaching, motivation, and support to enhance engagement and success of a team of training managers and specialists in attaining targets and goals.
3. Communicate with external clients to align on training needs and results.
4. Report to Senior Manager, Learning & Development and contribute to a global operation as part of a world-class team.
5. Operate within the Learning Science, Innovation, and Technology (LSIT) Center of Excellence to oversee testing, selection, deployment, and maintenance of learning solutions that use evidence-based, learner-centric, scalable, and data-driven technologies.
6. Translate ideas from Learning Innovation Specialists into repeatable, documented, and well-governed solutions across four pillars: Process & Vendor Governance; Documentation Factory; Learning Tech Requests & Support Intake; Dashboards & Insights.
7. Review, document, and update documentation for tools and applications used for customer-facing training; serve as liaison between Learning Innovation and Technology and other L&D, IT, Product, and Sales teams.
8. Review, document, and update SOWs and agreements regarding tools and applications.
9. Document and maintain a database of technical aspects regarding access, approvals, integrations, and data security for internal IT teams and clients.
10. Submit purchase requests and ensure generation of purchase orders in TTEC's procurement platform.
11. Maintain the intake process to track learning technology access requests, troubleshooting, and product support.
12. Create documentation such as sizzle reels, job aids, infographics, and FAQ guides for demos, workshops, and educational sessions on learning innovation and technology for internal teams and clients.
13. Oversee the department's PowerBI dashboard for goals and tasks related to enterprise and customer-facing/operational learning innovation and technology.
14. Maintain an internal knowledge base on emerging trends in learning science and technology, particularly in NLP, generative AI, and agentic AI.

What You Bring to the Role

• Bachelor's degree with a strong background in technology and technical writing.
• Advanced Internet skills and computer knowledge.
• Knowledge of and practical application in project and process management, especially agile approaches (e.g., scrum and/or rapid prototyping).
• Advanced Office skills (especially Excel) and PowerBI.
• 4+ years of experience in creating technical documentation (e.g., SOPs, knowledge articles, tech specifications, user manuals) and creating user content leveraging multimedia and basic graphic design.

Behavioral Skills You'll Need

• Excellent communication skills (verbal and written), particularly presentation skills; advanced English (CEFR: C1) for offshore locations.
• Excellent analytical and problem-solving skills.
• Excellent organization and prioritization skills; ability to manage multiple responsibilities in a fast-paced environment.
• Strong collaboration skills in a highly matrixed environment; ability to influence and work with stakeholders from L&D, Sales, Operations, and IT.
• High level of innovation and creativity.
• Self-starter, proactive, and goal-oriented, able to work independently with minimal direction.

About Us

Our business is about making customers happy. We help companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many leading brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

At our company, we're proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We value diversity and inclusion, reflecting the communities we serve.