LMI
Instructional Design Lead – Contact Center Curriculum Development
LMS
WCAG
WCAG 2.1
Edtech.com's Summary
LMI is hiring an Instructional Design Lead to support the Department of Veterans Affairs (VA) in implementing Genesys CX Cloud Contact Center technology. The role involves leading curriculum development, creating role-based modular training, and ensuring compliance with Section 508 accessibility standards while integrating materials into the VA Training Management System.
Highlights
- Lead design and development of role-based modular curriculums for various VA contact center roles.
- Develop reusable training assets including videos, guides, and job aids compliant with Section 508 accessibility standards.
- Create Train-the-Trainer curriculum and certification processes tailored to VA needs.
- Collaborate with VA stakeholders to align training materials with deployment schedules and brand guidelines.
- Design knowledge checks, quizzes, and reinforcement tools to enhance learner engagement.
- Proficiency with instructional authoring tools such as Articulate Rise.
- Experience using Learning Management Systems for training deployment and management.
- Requires a Bachelor's degree in Instructional Design, Education, or related field, with at least 5 years of relevant experience.
- Preferred qualifications include experience with VA or federal agencies, master’s degree, instructional design certification, and familiarity with Genesys CX Cloud technology.
- Target salary range of $83,000 to $144,000.
Instructional Design Lead – Contact Center Curriculum Development Full Description
Instructional Design Lead – Contact Center Curriculum Development
US-Remote
# of Openings 1
Category Information Technology
Benefit Type Salaried High Fringe/Full-Time
Overview
LMI is seeking an experienced and innovative Instructional Design Lead to join our team in supporting the Department of Veterans Affairs (VA) implementation of the Genesys CX Cloud Contact Center technology. As the Instructional Design Lead, you will play a pivotal role in spearheading all aspects of curriculum development to enable the effective training of VA staff to use Genesys CX Cloud across diverse contact center (CC) environments. This includes creating modular learning paths tailored to specific roles, designing Train-the-Trainer (TTT) programs, and ensuring compliance with Section 508 accessibility standards. The ideal candidate will possess strong instructional design expertise, leadership skills, and experience creating role-specific, scalable, and reusable training solutions integrated into a learning management system (TMS). The work location is remote.
About LMI
LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed. Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.
Role Summary
The Instructional Design Lead will function as the primary point of contact for the development and execution of the curriculum architecture and content strategy for the VA Cloud Contact Center Training Program. This position involves designing, implementing, and maintaining a robust training ecosystem that includes role-based learning paths, modular course construction, and compliance with Section 508 accessibility standards. The Instructional Design Lead will ensure content aligns with VA branding, training needs, and technical requirements for seamless integration into the VA Training Management System (TMS).
Responsibilities
- Lead curriculum architecture and modular design efforts, leveraging Genesys Beyond content as the foundational baseline while incorporating VA-specific requirements.
- Develop comprehensive role-based modular curriculums tailored to VA Agents, Supervisors, Reporting Analysts, Workforce Management, QA, KM, and other personnel.
- Create reusable training assets, including videos, guides, job aids, and training materials, ensuring full compliance with Section 508 accessibility standards.
- Design a VA-specific Train-the-Trainer (TTT) curriculum, including instructor guides, facilitator kits, and certification processes.
- Collaborate with VA stakeholders to ensure materials align with deployment schedules and operational requirements.
- Oversee development of knowledge checks, quizzes, and reinforcement tools within the training curriculum to enhance learner engagement and performance validation.
- Ensure training deliverables meet VA branding guidelines and are prepared for seamless upload to the VA TMS platform.
Qualifications
Required
- Bachelor’s degree in Instructional Design, Education, or related field.
- At least 5 years of experience in instructional design or curriculum development.
- Expertise in adult learning theories and creation of modular, role-based training.
- Knowledge and experience with Section 508 and WCAG 2.1 accessibility compliance.
- Familiarity with eLearning and instructional authoring tools (e.g., Articulate Rise).
- Proficiency in using Learning Management Systems (LMS) for workforce training deployment and sustainment.
- Strong leadership, communication, and stakeholder collaboration skills.
Preferred
- Experience supporting Veterans Affairs (VA) or other federal agencies.
- Master’s degree in education, instructional design, or a related field.
- Certification in instructional design or related discipline.
- Deep knowledge and experience with Genesys CX Cloud and/or Genesys Beyond
- Familiarity with branded curriculum development and working under strict branding and accessibility guidelines.
The Instructional Design Lead will be an integral part of enhancing VA operations as it transitions to Genesys CX Cloud. With a focus on expert-level curriculum architecture, role-specific training, and compliance, the ideal candidate will ensure the creation of high-quality, reusable, and impactful learning solutions. This opportunity offers a chance to contribute to meaningful work, improve VA workforce engagement, and support the delivery of exceptional service to Veterans through contact center technology modernization. If you thrive in a fast-paced environment, value precision, and accessibility, and enjoy collaborating with agile teams, instructional designers, trainers, and adult learners, we encourage you to apply.
Target Salary Range: $83,000 - 144,000
Disclaimer: The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.
#LI-SH1
Applicants must meet eligibility requirements for a U.S. Government security clearance. Only US Citizens are eligible for a security clearance. For this position, LMI will only consider applicants with security clearances or applicants who are eligible for security clearances, due to the nature of the work.
LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact accommodations@lmi.org
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
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