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Instructional Designer

Instructional Designer (Training Developer)



Do you enjoy connecting with people from every team in your workplace? Do you relish the challenge of determining the perfect way to communicate a new piece of information? Are you focused, efficient, driven and passionate about your work?

Upstream Works Software is looking for a Instructional Designer (Training Developer) to join our team and help produce top-notch training material that is targeted, creative and articulate. That’s where you come in.

We develop state-of-the-art contact center software that helps organizations provide excellent customer experiences in a fast-changing digital world. Our award-winning solution provides agents with a set of tools that allows them to handle customer requests in any media. Our software is rich in both core functionality and configurable options, so a big part of our success is ensuring that users master all the ins and outs and learn how to harness its full potential. Our training content is delivered through a combination of instructor-led presentations, e-learning modules, in-class workshops and videos. You will be responsible for developing a global view of our product offerings, creating content for end users of the system as well as integrators and partners.

We are a growing company with an ever-expanding set of customers and partners, so one of your chief responsibilities is to work with various stakeholders to gather requirements and craft training material that reflects their needs.

You bring with you a sound knowledge of best practices in training and content development, as well as a creative mindset and a “can do” attitude. You listen closely, communicate well, thrive in a fast-paced environment and are passionate about synthesizing information into well-structured, digestible units. Because you’ll be developing training material for a wide set of audiences, there will always be something new and different to work on and variety will be the order of your day.

The Training Developer is part of the Documentation team and reports to the VP Products.


What you’ll do:

  • Plan and develop training modules for defined target audiences including end customers, partners and internal staff.
  • Maintain a training plan that clearly outlines deliverables and associated statuses and delivery dates.
  • Structure training material around clearly defined objectives.
  • Plan and develop instructor led and self-paced e-learning training programs.
  • Work closely with trainer and instructors to ensure the success of training programs.
  • Author and maintain course material in LMS system. (We use LearnUpon.)
  • Evaluate training requirements for stories defined in sprint planning in terms of target audience and training media.
  • Maintain training programs to the latest release.
  • Maintain Upstream Works Training materials to a consistent standard of formatting and organization.
  • Follow best practices to ensure that training is role based and task oriented.
  • Develop an understanding of flows and processes across the Upstream Works product line in order to develop training that address system considerations.


Here's how your intelligence, dedication, and drive come into play:

  • Employing your proficiency in: Articulate, Powerpoint, Word, Captivate, Camtasia, eFront, SnagIt.
  • Developing a vision for the training programs that covers all user roles to make sure users get maximum value from their Upstream Works solution.
  • Ensuring that training courses have visual aids such as diagrams and pictures to aid understanding and engage different learning styles.
  • Ensuring that sufficient context is supplied for all tasks so that users understand the effects and impacts of completing a task.
  • Working with stakeholders from different departments, including Product Development, Sales, Professional Services and Marketing to identify training needs
  • Developing training programs that help differentiate Upstream Works products in the marketplace
  • Conducting meetings and information gathering sessions to gather information required for training
  • Working closely with members of Product and Development groups as an active participant in product development


Your background includes:

  • 3 or more years experience developing training content for an enterprise software product or system.
  • Formal training in learning development or an equivalent post secondary degree.
  • Experience in the contact center industry is an asset.


The work environment is young, dynamic and entrepreneurial, and we are entering a period of projected high growth.  We like to get things done, and have fun while we're doing it.  More information about Upstream Works is available at

We offer a competitive salary and benefits.  The position will report to our Vaughan, Ontario office and may involve occasional travel throughout the US and Canada.  Passport and valid drivers’ license are required.

No unsolicited agency referrals, please.

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