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Technical Content Specialist
Plymouth, Minnesota  |  Remote, Onsite
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Applied on November 27, 2021
Job Id #51880 Posted November 3, 2021


Projects the candidate will be working on:

  • OmniChannel Contact Center voice and digital platform capability implementations and all other Lines of Business users including M&As.
  • Omni (Genesys vendor) platform is the new contact center for 40,000 plus agents who have or will be transitioning from the VCC – Virtual Contact Center (Avaya vendor) platform to Omni. Project began in 2018 and will complete in early 2023.

Ideal Background:

  • Healthcare is not a requirement. Contact center experience is preferred.

Job Function Description:

  •  Roles in this function are responsible for development and delivery of internal technical materials and instructional documents for the purpose of educating business and IT personnel on the use of product capabilities.
  • Includes ongoing evaluation and assessment to effectiveness of materials and recommending/implementing modifications as necessary.
  • Formats will include online and web-based delivery.
  • Will consult with SMEs across Information Technology and business leads.
  •  Recorded demonstrations of product features will accompany the written materials. This role will
  • handle the recording and posting of content on enterprise training portal.   
  •  At times, this role will be requested to conduct live training of the documented materials in train-the-trainer forums.
  •  Daily interaction with product team members will be a regular occurrence. Host a bi-monthly or weekly status call as needed.
  • Role Breakdown;  70% Content/Instructional Materials; 15% Demos; 10% Training; 5% Admin

Job Qualifications:

  • 4 + years technical writing experience
  • 2 + years training experience
  • Noodle (Vialect) experience required. Noodle certification highly preferred
  • MS Teams recording knowledge
  • Polished presentation and communication skills
  • Proficient critical and strategic thinking
  • Knowledgeable of Contact Center technology & technical materials
  • Expertise with access and use of IT UIs and Dashboards
  • Expertise in authoring original content

Job Scope & Guidelines:

  • Translate highly complex concepts in ways understandable to a variety of audiences
  • Participate in the development of strategic educational forums/programs
  • Comfortable engaging with business partners independent of product team members
  • Suggest alternative approaches and ideas for resolving gaps or roadblocks
  • Prioritize and manage multiple projects with fluid timelines
  • Challenge viewpoints if need is observed for adoption of new/modern methods
  • Conduct regular updates/debriefs with appropriate stakeholders to communicate experiences/effectiveness based on feedback and observation
  • Translate concepts into effective relevant content

Experience:

  • Noodle knowledge/certification
  • Technical skills /knowledge accessing UI portals, dashboards, systems
  • Contact Center experience
  • GitHub familiarity

Top Requirements:

  • 4 + years technical writing experience
  • 2 + years training experience
  • Noodle (Vialect) experience required. Noodle certification highly preferred

Team and Team size:

  • Product Engineering; 5-6 individuals (4 Product Managers, 1 Architect/Developer, 1 RTE)

Job Scope;

  • Translate highly complex concepts in ways understandable to a variety of audiences
  • Participate in the development of strategic educational forums/programs
  • Comfortable engaging with business partners independent of product team members
  • Suggest alternative approaches and ideas for resolving gaps or roadblocks
  • Prioritize and manage multiple projects with fluid timelines
  • Challenge viewpoints if need is observed for adoption of new/modern methods
  • Conduct regular updates/debriefs with appropriate stakeholders to communicate experiences/effectiveness based on feedback and observation
  • Translate concepts into effective relevant content

Job Qualifications;

  • 4 + years technical writing experience
  • 2 + years training experience
  • Noodle (Vialect) experience required. Noodle certification highly preferred
  • MS Teams recording knowledge
  • Polished presentation and communication skills
  • Proficient critical and strategic thinking
  • Knowledgeable of Contact Center technology & technical materials
  • Expertise with access and use of IT UIs and Dashboards
  • Expertise in authoring original content

Working Time:

  • 8 AM – 5 PM, M-F

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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