Senior Learning Analyst

Your potential has a place here with TTEC’s award-winning employment experience. As a Senior Learning Analyst working remotely in Manila, Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

*if certified in country, use this paragraph and update Country in Red otherwise, please remove: Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in says it all!

What you’ll be doing:

Looking for an opportunity to focus on the coordination, communication, launch, and execution of blended learning training programs? You’ll conceptualize and successfully implement curricula for sustained business growth. You’ll provide coaching, motivation, and support to enhance the engagement and success of their team of training managers and specialists in attaining targets and goals. Additionally, you’ll communicates with external clients to align on training needs and results.

You'll report to Senior Manager, Learning & Development and will be a key part of this team with impacting our global operation as part of a world class team of professionals.

TTEC (NASDAQ: TTEC) is a leading global customer experience technology and services company focused on the design, implementation, and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services.

Founded in 1982, our 55,000+ employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life. Now, more than ever, how we connect is everything. Our purpose is to deliver humanity to business – and it's more relevant than ever before in today’s environment.

Our Learning Science, Innovation, and Technology (LSIT) Center of Excellence within TTEC’s Global Learning & Development organization is looking for a passionate and highly qualified Sr. Learning Innovation & Technology Analyst who is passionate about the behind-the-scenes of making learning engaging, effective, efficient, scalable, and accessible—through innovation and AI technology. Working with Learning Innovation and Technology Specialists, this person will oversee process and project management required for the testing, selection, deployment, and maintenance of learning solutions that use evidence-based, learner-centric, scalable, and data-driven learning technologies for client-facing/operational training. These solutions include innovations in the areas of automation, e-learning design, multimedia design, knowledge management, training delivery, social-collaborative learning, and learning simulations—all mediated by AI—enabling TTEC to drive significant and measurable performance improvement for our clients.

The successful candidate will be the operational backbone of the LSIT Center of Excellence—translating brilliant ideas from our Learning Innovation Specialists into repeatable, documented, and well-governed solutions. His or her work will span across four pillars:

1.Process & Vendor Governance

2.Documentation Factory

3.Learning Tech Requests & Support Intake

4.Dashboards & Insights

The successful candidate will be a learning/educational professional with an advanced understanding of learning technology (including emerging technology), and project and process management.

During a Typical Day, You’ll

üReview, document, and update the documentation for 20+ tools and applications used for customer-facing training (e.g., environment requirements and limitations, AI capabilities, integrations, GIS documentation, Responsible AI Council documentation, etc.), serving as a liaison between Learning Innovation and Technology team and other L&D, IT, Product, and Sales teams

üReview, document, and update the documentation regarding SOWs and agreements regarding the 20+ tools and applications

üDocument and maintain a database of technical aspects regarding access, approvals, integrations, and data security for internal IT teams and the clients

üSubmit purchase requestions and ensure the generation of purchase orders in TTEC’s procurement platform

üMaintain the intake form process to track learning technology access requests regarding troubleshooting and product support

üCreate 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 TTEC’s clients

üOversee the department’s PowerBI dashboard comprising goals and tasks for both enterprise learning innovation and technology as well as customer-facing/operational learning innovation and technology

üMaintain an internal knowledge base on emerging trends in learning science and technology, particularly in the space of NLP, generative AI, and agentic AI

What You Bring to the Role

üBachelor’s degree (with a strong background in technology and technical writing)

üAdvanced Internet skills and computer knowledge

üKnowledge of and practical application in project and process management, especially agile approaches (e.g., scrum and/or rapid prototyping desired)

üAdvanced Office (esp. Excel) and PowerBI skills

ü4+ yrs of experience in:

oCreating technical documentation (e.g., SOPs, knowledge articles, tech specifications, user manuals, etc.)

oCreating user content leveraging multimedia (e.g., avatars, text-to-speech, rapid video design) and basic graphic design features

Behavioral Skills You’ll Need:

üExcellent communication skills (both verbal and written), particularly presentation skills (advanced English skills (CEFR: C1) for offshore locations)

üExcellent analytical and problem-solving skills

üExcellent organization and prioritization skills (Ability to manage multiple responsibilities and priorities in a fast-paced and time-critical environment)

üStrong collaboration skills in a highly matrixed environment, influencing, persuading, and working closely with several stakeholders from L&D, Sales, Operations, and IT

üA high level of innovation and creativity

üA self-starter, proactive, and goal-oriented, working independently and requiring little guidance and direction

Use if US based role: Visit https://www.ttecjobs.com/en/us-employee-benefits for more information.

Use if Non US based role: Visit https://mybenefits.ttec.com/ for more information.

The anticipated range is (Update Compensation/Range). Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

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