Instructional Designer - Contact Center

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Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reach out to us at [email protected] and let us know how we can support you. You do not need to share personal details or disclose the nature of your request.  You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.

Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Our values:

• People-First: Emphasizing the importance of people in all aspects of work.
• Collaboration and Transparency: Valuing teamwork and open communication.
• Growth Mindset: Encouraging innovation and continuous improvement.
• Creating Lasting Impact: Focusing on meaningful outcomes and positive change.

About the role:

Bixal is seeking a Contact Center Content Specialist (CCCS) to serve as the primary liaison between the contact center and government content teams. This role will be responsible for identifying content gaps, drafting training materials, and adapting website and contact center-specific content based on agent and customer feedback.

You’ll work directly with QA, training, and operations teams—translating insights into clear, useful, and action-oriented content. Your writing will shape how we train agents, guide customers, and improve overall service experience.

This is a full-time position contingent on contract award by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.

The salary range for this role is $95,000 – $110,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate.

Responsibilities:

• Coordinate with government content, QA, training teams, and frontline agents to identify content needs and implement solutions.
• Collaborate with government partners on writing content that aligns with contact center goals and operations.
• Recommend and support the adaptation of website content to better serve contact center users.
• Assist in the review, update, or creation of contact center-specific content (scripts, guides, workflows, etc.).
• Draft training materials tailored to contact center agents and workflows.
• Prepare a monthly action and improvement report with recommendations across content, QA, CSAT, training, and performance trends.

Qualifications:

• Bachelor’s Degree in a related field, plus at least four years of relevant experience, or an equivalent combination of education and/or experience
• Proven progressive experience working with a contact center, with demonstrated understanding of contact center operations, agent workflows, and best practices.
• Proven experience developing content tailored to contact center audiences.
• Familiarity with web content strategy, including SEO and user intent.
• Ability to translate feedback and performance data into actionable content updates.

Nice to Have Skills and Experience:

• Experience in instructional design within a contact center
• Experience supporting Spanish-language contact centers or multilingual service strategies.
• Experience writing content for websites and digital platforms.
• Comfort working in a fast-paced, feedback-driven environment with multiple stakeholders.

How We Support Our Team:

• Flex hours
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability and life insurance
• Commuter benefits
• Paid Time Off (PTO)
• 11 Paid holidays

Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs.