Royal Caribbean Group · 13 hours ago
Developer, Senior Global CC Training
Miami, FL
Full-time
Onsite
Mid, Senior Level
3+ years expRoyal Caribbean Group is a leader in the vacation industry, offering unique career opportunities. The Sr. Global Contact Center Training Developer is responsible for creating training materials for the global contact center network, utilizing AI and machine learning to enhance instructional design and improve learner outcomes across various markets.
Travel
No H1B
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
Qualification
Required
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 editing (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
Strong 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
Preferred
Articulate 360
360Learning
Benefits
Competitive compensation and benefits package
Excellent career development opportunities
Company
Royal Caribbean Group
Royal Caribbean Group is a cruise vacation company with a global fleet of 63 ships traveling around the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$15.43BKey Investors
RCI HoldingsMorgan Stanley
2025-09-22Post Ipo Debt· $1.5B
2025-05-14Post Ipo Debt· $2.28B
2024-09-16Post Ipo Debt· $1.5B
Leadership Team
Jason Liberty
Chairman and Chief Executive Officer
Matt Denesuk
SVP, Chief AI Officer
Recent News
2026-02-05
2026-02-04
Company data provided by crunchbase