Job Description

DSI is a sales enablement company and authorized partner of AT&T. We are seeking a highly motivated and innovative Call Center Simulation Specialist to join our team. This immediate career opportunity is responsible for designing, developing, and automating interactive training simulations to enhance the learning experience for new call center agents.

In this role, you will collaborate closely with training, operations, and subject matter experts to create dynamic, real-world scenarios that equip agents with the skills needed to excel in handling customer calls. The ideal candidate will have a strong focus on simplifying complex processes, increasing agent engagement, and optimizing training efficiency to reduce speed to proficiency. Your work will directly contribute to improving the customer experience by decreasing average handle time (AHT) and boosting customer satisfaction (CSAT) scores.

Key responsibilities include

• Designing and automating engaging training simulations that mirror actual call center scenarios
• Ensuring simulations are user-friendly, interactive, and aligned with business processes
• Collaborating with cross-functional teams to refine training content and address knowledge gaps
• Continuously improving training efficiency and effectiveness, reducing agent ramp-up time
• Monitoring performance metrics, including AHT and CSAT, to assess the impact of simulations on call center outcomes

If you're passionate about creating impactful training solutions that drive performance and customer satisfaction, we'd love to hear from you!

Office requirement: This role will report to our office in Richardson, Texas, Monday – Friday.  
Travel requirement: 30% - 50% National and international travel is required

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners through sales management, marketing assistance, hardware logistics solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it's mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Responsibilities

Developing Simulations

• Crafting realistic scenarios that cover various aspects of call center work, including troubleshooting, customer service, and handling complex issues

Technical Expertise

• Ensuring the simulation software and hardware are functioning correctly and providing technical support to trainers and agents

Scenario Design

• Working with subject matter experts to identify common customer inquiries, recurring themes, and potential problem areas to build effective simulations

Training Implementation

• Implementing simulations into the training program, ensuring they are relevant and engaging for the agents

Data Analysis

• Analyzing the results of simulations to identify areas for improvement and refine the training program

Performance Monitoring

• Evaluating agent performance during simulations and providing feedback for continued development

Customization:

• Adapting simulations to meet the specific needs of different call center roles and industries

Requirements

• Bilingual (English and Spanish)
• Ability to travel nationally and internationally – Passport needed

Skills & Qualifications

• Technical Proficiency: Strong understanding of simulation software, platforms, and hardware
• Communication Skills: Ability to effectively communicate with training staff, agents, and other stakeholders
• Problem-Solving Skills: Capacity to troubleshoot technical issues and adapt simulations to changing needs
• Analytical Skills: Ability to analyze data and identify trends in agent performance

Education & Experience

• Bachelor's degree in Instructional Design, Communications, Business Administration, or a related field (or equivalent work experience)
• 2+ years of experience in instructional design, call center operations, or training program development
• Experience with designing and implementing training simulations or eLearning modules is highly desirable

Technical Skills

• Proficiency in simulation software (e.g., Adobe Captivate, Articulate Storyline, or similar tools)
• Experience with Learning Management Systems (LMS) to deploy and track training progress
• Basic knowledge of automation tools or scripting languages (e.g., Python, JavaScript, etc.) to streamline and enhance simulation content
• Familiarity with call center technology preferred (CRM systems, call routing software, etc.) and processes to ensure simulations reflect real-world scenarios

Instructional Design & Content Creation

• Strong understanding of adult learning principles and instructional design models (e.g., ADDIE, SAM, etc.)
• Ability to simplify complex processes and present them in an engaging and accessible format
• Experience creating interactive, scenario-based training that drives engagement and retention

Analytical & Performance-Driven Mindset

• Ability to analyze performance data and adjust simulations to improve training effectiveness
• Focus on key performance indicators (KPIs) like Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT)
• Experience in gathering feedback from agents and leadership to refine and improve training content

Communication & Collaboration

• Strong communication skills to work effectively with cross-functional teams, including training, operations, and subject matter experts
• Ability to present ideas and solutions clearly to both technical and non-technical stakeholders

Problem-Solving & Innovation

• Creative thinking to design engaging and effective training simulations that meet the evolving needs of call center agents
• Ability to think critically about training challenges and come up with innovative solutions to enhance learning outcomes and operational efficiency

Project Management

• Strong organizational skills to manage multiple projects and meet deadlines in a fast-paced environment
• Experience working in an agile or iterative development environment is a plus

Customer-Centric Approach

• Passion for improving customer experiences by enhancing agent performance

• Focus on designing simulations that help agents develop the skills necessary to deliver excellent customer service

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T Wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!

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