Instructional Design Lead - Contact Center Curriculum Development
Jobs via Dice · United States
- Hybrid
- Full-time
- $110,000 / year
- United States
Job highlights
- Lead curriculum development for VA Genesys CX Cloud.
- Design role-based modular learning paths.
- Ensure Section 508 accessibility compliance.
- Develop Train-the-Trainer programs.
- Integrate training into VA TMS.
About the role
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).
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.
Key skills/competency
- Instructional Design
- Curriculum Development
- Genesys CX Cloud
- Section 508 Compliance
- Adult Learning Theories
- Learning Management Systems (LMS)
- Train-the-Trainer (TTT)
- Elearning Authoring Tools
- Stakeholder Collaboration
- Leadership
Skills & topics
- Instructional Design
- Curriculum Development
- Contact Center
- Genesys CX Cloud
- LMS
- Section 508
- Train-the-Trainer
- Adult Learning
- Elearning
- Leadership
How to get hired
- Tailor your resume: Highlight experience in instructional design, curriculum development, and government projects, emphasizing Genesys CX Cloud and Section 508 compliance.
- Craft a compelling cover letter: Showcase your leadership skills and understanding of adult learning theories, specifically mentioning your ability to integrate training into an LMS.
- Prepare for technical questions: Be ready to discuss your experience with authoring tools, LMS platforms, and accessibility standards like Section 508 and WCAG 2.1.
- Demonstrate collaboration: Highlight your experience working with stakeholders and developing Train-the-Trainer programs during the interview process.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary technology stack for this Instructional Design Lead role at LMI?
- The primary technology stack involves Genesys CX Cloud and Genesys Beyond as foundational content, with integration into the VA Training Management System (TMS). Familiarity with eLearning authoring tools like Articulate Rise is also important for this Instructional Design Lead position.
- What level of experience is required for the Instructional Design Lead at LMI?
- A Bachelor's degree in a related field and at least 5 years of experience in instructional design or curriculum development are required for the Instructional Design Lead role. Experience with adult learning theories and Section 508 compliance is also essential.
- Is this Instructional Design Lead position remote?
- Yes, the job description explicitly states that the work location for this Instructional Design Lead position at LMI is remote.
- What specific VA training programs will this Instructional Design Lead be involved with?
- This Instructional Design Lead will spearhead curriculum development for the VA's implementation of Genesys CX Cloud Contact Center technology, focusing on training VA staff across various contact center roles and environments.
- Are there any security clearance requirements for the Instructional Design Lead role at LMI?
- Yes, applicants must meet eligibility requirements for a U.S. Government security clearance. LMI will only consider applicants with security clearances or those eligible for them for this Instructional Design Lead position.
- What are the key responsibilities of the Instructional Design Lead at LMI?
- Key responsibilities include leading curriculum architecture, developing role-based modular curriculums, creating reusable training assets compliant with Section 508, designing Train-the-Trainer programs, and ensuring content aligns with VA branding and the TMS.
- What makes LMI a unique place to work as an Instructional Design Lead?
- LMI is a digital solutions provider focused on accelerating government impact through innovation and speed, bringing commercial-grade platforms and AI to federal agencies. They serve defense, space, healthcare, and energy sectors, emphasizing agility and collaboration.