DSI Is Hiring A Call Center Simulation Technology Specialist Bilingual (Spanish)

Join Our Team as a Call Center Simulation Specialist at DSI! 🚀

DSI, an authorized AT&T partner and leading sales enablement company, is seeking a dynamic and innovative Call Center Simulation Specialist to enhance training experiences for call center agents. This is a fantastic opportunity to craft impactful simulations that directly improve customer interactions and operational efficiency.

About DSI 🏢

Founded in 1984, DSI is a family-owned business delivering exceptional value through sales management, marketing assistance, hardware logistics, immersive training, engineering, and proprietary software solutions. Our strength lies in fostering strong relationships and providing comprehensive solutions across various sectors including mobility, broadband, video, and more.

Role Overview 🎯

This role is responsible for designing, developing, and automating interactive call center training simulations. You will work closely with training teams, operations, and subject matter experts to create realistic, engaging scenarios that prepare agents to handle customer calls proficiently. Your efforts will help reduce average handle time (AHT), increase customer satisfaction (CSAT), and accelerate agent proficiency.

Key Responsibilities 📝

• Develop Simulations: Craft realistic, engaging scenarios reflecting call center operations, including troubleshooting and customer service issues.
• Technical Support: Maintain simulation software and hardware functionality, providing support to trainers and agents.
• Scenario Design: Collaborate with subject matter experts to identify common inquiries and problem areas to build effective simulations.
• Training Integration: Implement simulations into training programs, ensuring relevance and engagement.
• Data Analysis & Performance Monitoring: Analyze simulation results to identify improvement areas and monitor agent performance, providing constructive feedback.
• Customization: Adapt simulations to meet specific needs of diverse call center roles and industries.

Requirements & Qualifications ✅

• Bilingual in English and Spanish
• Ability to travel nationally and internationally (passport required)

Skills & Experience 🔑

• Technical Proficiency: Strong understanding of simulation software (e.g., Adobe Captivate, Articulate Storyline), platforms, and hardware
• Communication Skills: Effectively communicate with training staff, agents, and stakeholders
• Problem-Solving: Troubleshoot technical issues and adapt simulations as needed
• Data Analysis: Analyze performance data to identify trends and improve training
• Educational Background: Bachelor’s degree in Instructional Design, Communications, Business Administration, or related field (or comparable experience)
• Experience: 2+ years in instructional design, call center operations, or training program development; experience with eLearning and simulation tools is highly desirable

Technical & Instructional Design Skills 🛠️

• Proficiency with LMS platforms and automation/scripting languages (Python, JavaScript)
• Understanding of adult learning principles and instructional models (ADDIE, SAM)
• Ability to create scenario-based, interactive training content that engages and retains learners
• Familiarity with call center technologies and processes to ensure realistic simulation scenarios

Core Competencies 📈

• Analytical & Performance-Driven: Use data to refine simulations and improve KPIs like AHT, FCR, and CSAT
• Strong Communicator & Collaborator: Work effectively across teams and present ideas clearly
• Creative Problem Solver: Design engaging simulations addressing evolving call center needs
• Project Management: Manage multiple projects efficiently, preferably in agile environments
• Customer-Centric: Enhance customer experience through targeted agent training

Benefits 🎁

• Medical, Dental, Vision, and Life insurance starting on your first day
• 401(k) plan with employer matching
• Paid vacation, sick leave, personal days, and bereavement
• Employee Profit Sharing Program
• 50% AT&T Wireless discount
• Paid training and opportunities for advancement — we promote from within!

Work Details 📍 / Travel Requirements 🌍

Office Location: Richardson, Texas — Monday to Friday

Travel: 30% - 50% for national and international assignments

Join Us! 🚀

If you're passionate about developing impactful training solutions that boost performance and customer satisfaction, we want to hear from you! Become a key player in shaping the future of call center training at DSI.