Job Summary
- Company
- ShoreTel, Inc.
- Location
- Austin, TX 78730
- Industries
- Computer Hardware
- Computer Software
- Job Type
- Full Time
- Employee
- Education Level
- Bachelor's Degree
- Career Level
- Experienced (Non-Manager)
Education Specialist
About the Job
The Senior Education Specialist role is primarily responsible for the development, maintenance and delivery of technical documentation, technical training materials and classroom instruction. These activities are meant to enable and support the entire ShoreTel ecosystem including customers, partners and employees.
In the role of technical instructor, the Senior Education Specialist will employ the appropriate instructional methodologies to ensure all learners develop the knowledge, skills and abilities to effectively perform their job role and, thereby, make certain each ShoreTel customer and/or partner derive the greatest value from their ShoreTel solution. In this role, the Senior Education Specialist will also be responsible for training and evaluating ShoreTel certified instructors through standard Train-the-Trainer methodologies.
In the role of content developer, the Senior Education Specialist is primarily responsible for the analysis, design, writing, proofreading, editing and version control of all ShoreTel University content which meets all performance support, learning and technical documentation needs of ShoreTel customers and partners. This individual will employ the appropriate information design methodologies and processes to ensure all ShoreTel University content is developed against a holistic, information hierarchy thus providing the ShoreTel ecosystem with the specific, relevant information they need to effectively learn and support the selling, designing, installation, administration and use ShoreTel products.
The Senior Education Specialist will create and maintain key relationships within ShoreTel engineering, support, marketing, sales, services and training organizations in order to ensure timely release of all assigned projects. All assigned tasks will be completed with a keen attention to customer and partner satisfaction, product quality adhering to budget and project timelines.
Specifically, the Senior Education Specialist will perform all required activities including:
Ø Plan, design, and develop highly interactive, transportable, reusable technical and functional content for instructor-led classroom, instructor-led virtual and web-based self-paced training.
Responsibilities include:
Ø Plan, design, and develop transportable, reusable performance support and technical documentation including functional specifications, installation and user guides, quick reference guides, product checklists and other content as required.
Responsibilities include:
Ø Facilitate the effective transfer and development of knowledge, skills and abilities through various instructional methodologies including instructor-led classroom, instructor-led virtual, coaching, mentoring, education consulting and other appropriate methods and techniques. This training will be delivered to the entire ShoreTel ecosystem including customers, partners and employees.
Ø Build ShoreTel product and brand awareness during each training and learning activity by effectively communicating the value and benefits of other ShoreTel products and ShoreTel University offerings.
Ø Conduct training at train-the-trainer and pilot events.
Ø Develop and maintain key relationships with subject matter experts within engineering, quality assurance, support, marketing, training and sales to ensure alignment with product release cycles and customer and partner requirements.
Ø Create and manage any required lab environments, images or sandbox environments to support content development efforts.
Ø Coordinate and lead projects, including track and report on project status, lead and delegate to team members, create and manage content project plans and timelines, deliver quality and innovative content within established timeframes.
Ø Develop processes, procedures and best practices to increase content quality, and departmental productivity and efficiency.
Ø Actively contribute to achieving ShoreTel University’s financial and other operating targets.
Job Requirements:
The Senior Education Specialist must:
Ø Travel as appropriate and needed up to 75%.
Ø Excellent classroom management and presentation skills are absolute requirement.
Ø Deliver training and learning activities on the entire ShoreTel product line using all available ShoreTel University learning content.
Ø Deliver the highest quality training and learning activities possible by employing various methodologies including instructor led classroom, instructor led virtual, coaching, mentoring, education consulting and other appropriate methods.
Ø Exceptional written and verbal skills.
Ø Exceptional editing and proofreading skills.
Ø Exceptional project management skills.
Ø Ability to accept and manage multiple and shifting priorities.
Ø Ability to work independently with an understanding of how content development projects and timelines impact others in ShoreTel and on the ShoreTel University team.
Ø Ability to hit aggressive deadlines.
Ø Other requirements as assigned.
Education and Experience:
Ø Bachelors Degree (BA/BS) in technical writing, instructional design, instructional technology, computer science, telecommunications networking or other engineering focus required. Masters Degree in one of the above fields is preferred.
Ø Minimum of 10 years technical, telecommunications or enterprise software experience is required.
Ø 5+ years experience as a developer of sophisticated, transportable, reusable technical content used in performance support, learning and technical documentation. Experience in technical training environment is required for this position.
Ø 3+ years experience as a technical instructor with direct experience delivering instructor-led classroom and instructor-led online.
Customer and Partner Relations Skills:
Ø Understand impact and role of transportable, reusable technical and sales content on customer satisfaction and success with ShoreTel solutions.
Ø Understand importance of responsibilities in communicating directly with ShoreTel departments, customers and partners about their specific needs and requirements.
Ø Demonstrate desire to deliver high value, compelling, engaging performance support and learning content to the entire ShoreTel ecosystem.
Ø Understand impact and role of training on customer satisfaction and success with the ShoreTel solution.
Ø Understand role as ambassador for ShoreTel with every learner.
Ø Understand importance of responsibilities in communicating directly with customers and partners about their training before and after the event.
Ø Demonstrate desire to deliver high value, compelling, engaging learning experience with every encounter, in person or virtual.
Technical Skills:
Ø Expert, in-depth, technical knowledge of the telecommunication and/or IP telephony industry
Ø Expert, in-depth, technical knowledge of ShoreTel products including:
In the role of technical instructor, the Senior Education Specialist will employ the appropriate instructional methodologies to ensure all learners develop the knowledge, skills and abilities to effectively perform their job role and, thereby, make certain each ShoreTel customer and/or partner derive the greatest value from their ShoreTel solution. In this role, the Senior Education Specialist will also be responsible for training and evaluating ShoreTel certified instructors through standard Train-the-Trainer methodologies.
In the role of content developer, the Senior Education Specialist is primarily responsible for the analysis, design, writing, proofreading, editing and version control of all ShoreTel University content which meets all performance support, learning and technical documentation needs of ShoreTel customers and partners. This individual will employ the appropriate information design methodologies and processes to ensure all ShoreTel University content is developed against a holistic, information hierarchy thus providing the ShoreTel ecosystem with the specific, relevant information they need to effectively learn and support the selling, designing, installation, administration and use ShoreTel products.
The Senior Education Specialist will create and maintain key relationships within ShoreTel engineering, support, marketing, sales, services and training organizations in order to ensure timely release of all assigned projects. All assigned tasks will be completed with a keen attention to customer and partner satisfaction, product quality adhering to budget and project timelines.
Specifically, the Senior Education Specialist will perform all required activities including:
Ø Plan, design, and develop highly interactive, transportable, reusable technical and functional content for instructor-led classroom, instructor-led virtual and web-based self-paced training.
Responsibilities include:
- conduct analysis and design with clients, partners and ShoreTel personnel
- identify instructional goals, competencies and objectives
- develop design documents, prepare storyboards and course outlines
- create instructional content using multimedia development and authoring software
- conduct pilot / beta events, manage and incorporate feedback
- evaluate / assess content
- create content abstracts and datasheets
Ø Plan, design, and develop transportable, reusable performance support and technical documentation including functional specifications, installation and user guides, quick reference guides, product checklists and other content as required.
Responsibilities include:
- conduct analysis and design with clients, partners and ShoreTel personnel
- identify documentation goals and objectives
- develop design documents, prepare storyboards and outlines
- create content using multimedia development and/or authoring software
- manage review, edit and revision cycles
- maintain documentation management structure with appropriate version control processes
- establish and maintain continuous feedback and revision processes
Ø Facilitate the effective transfer and development of knowledge, skills and abilities through various instructional methodologies including instructor-led classroom, instructor-led virtual, coaching, mentoring, education consulting and other appropriate methods and techniques. This training will be delivered to the entire ShoreTel ecosystem including customers, partners and employees.
Ø Build ShoreTel product and brand awareness during each training and learning activity by effectively communicating the value and benefits of other ShoreTel products and ShoreTel University offerings.
Ø Conduct training at train-the-trainer and pilot events.
Ø Develop and maintain key relationships with subject matter experts within engineering, quality assurance, support, marketing, training and sales to ensure alignment with product release cycles and customer and partner requirements.
Ø Create and manage any required lab environments, images or sandbox environments to support content development efforts.
Ø Coordinate and lead projects, including track and report on project status, lead and delegate to team members, create and manage content project plans and timelines, deliver quality and innovative content within established timeframes.
Ø Develop processes, procedures and best practices to increase content quality, and departmental productivity and efficiency.
Ø Actively contribute to achieving ShoreTel University’s financial and other operating targets.
Job Requirements:
The Senior Education Specialist must:
Ø Travel as appropriate and needed up to 75%.
Ø Excellent classroom management and presentation skills are absolute requirement.
Ø Deliver training and learning activities on the entire ShoreTel product line using all available ShoreTel University learning content.
Ø Deliver the highest quality training and learning activities possible by employing various methodologies including instructor led classroom, instructor led virtual, coaching, mentoring, education consulting and other appropriate methods.
Ø Exceptional written and verbal skills.
Ø Exceptional editing and proofreading skills.
Ø Exceptional project management skills.
Ø Ability to accept and manage multiple and shifting priorities.
Ø Ability to work independently with an understanding of how content development projects and timelines impact others in ShoreTel and on the ShoreTel University team.
Ø Ability to hit aggressive deadlines.
Ø Other requirements as assigned.
Education and Experience:
Ø Bachelors Degree (BA/BS) in technical writing, instructional design, instructional technology, computer science, telecommunications networking or other engineering focus required. Masters Degree in one of the above fields is preferred.
Ø Minimum of 10 years technical, telecommunications or enterprise software experience is required.
Ø 5+ years experience as a developer of sophisticated, transportable, reusable technical content used in performance support, learning and technical documentation. Experience in technical training environment is required for this position.
Ø 3+ years experience as a technical instructor with direct experience delivering instructor-led classroom and instructor-led online.
Customer and Partner Relations Skills:
Ø Understand impact and role of transportable, reusable technical and sales content on customer satisfaction and success with ShoreTel solutions.
Ø Understand importance of responsibilities in communicating directly with ShoreTel departments, customers and partners about their specific needs and requirements.
Ø Demonstrate desire to deliver high value, compelling, engaging performance support and learning content to the entire ShoreTel ecosystem.
Ø Understand impact and role of training on customer satisfaction and success with the ShoreTel solution.
Ø Understand role as ambassador for ShoreTel with every learner.
Ø Understand importance of responsibilities in communicating directly with customers and partners about their training before and after the event.
Ø Demonstrate desire to deliver high value, compelling, engaging learning experience with every encounter, in person or virtual.
Technical Skills:
Ø Expert, in-depth, technical knowledge of the telecommunication and/or IP telephony industry
Ø Expert, in-depth, technical knowledge of ShoreTel products including:
- ShoreGear IP Voice Switches
- ShorePhone IP Telephones
- ShoreWare Director
- ShoreWare Call Manager
- ShoreWare Contact Center
- Other ShoreTel products as appropriate
Ø Proficient in various other components supported in the ShoreTel technology stack
Ø Must be proficient to power user level with Adobe Framemaker, Adobe Captivate, Adobe
Ø Flash, MS Word, PowerPoint, MS Project, RoboHelp and Perforce
Ø Knowledge and experiencing creating SCORM / AICC content is required
Ø Must have operating system skills (Win2K/NT/Unix)
Ø Requires knowledge of complex networks, network security, servers.
Click here to apply.
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ShoreTel, Inc.
