Instructional Design Lead – Contact Center Curriculum Development

Overview

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.