Instructional Design Lead – Contact Center Curriculum Development

Join LMI Government Consulting as an Instructional Design Lead in the United States, guiding curriculum development for the Department of Veterans Affairs’ Genesys CX Cloud Contact Center rollout.

Key Responsibilities

• Lead end‑to‑end design of modular learning programs for VA staff across multiple contact‑center environments.
• Collaborate with subject‑matter experts, VA stakeholders, and technical teams to translate Genesys CX Cloud functionalities into clear, actionable training content.
• Develop instructor‑led, virtual classroom, and self‑paced e‑learning assets, including storyboards, scripts, assessments, and job aids.
• Implement instructional design best practices (ADDIE, SAM) to ensure rapid knowledge retention and performance transfer.
• Manage the curriculum lifecycle: pilot, evaluate, iterate, and scale training solutions nationwide.
• Provide guidance and mentorship to junior instructional designers and external vendors.
• Monitor training effectiveness through metrics, feedback, and post‑implementation performance data.

Required Qualifications

• Bachelor’s degree in Instructional Design, Education, Human Performance, or related field; Master’s preferred.
• Minimum 5 years of experience designing and delivering complex technical training, preferably in contact‑center or government environments.
• Proven expertise with e‑learning authoring tools (Articulate Storyline, Rise, Captivate) and Learning Management Systems.
• Strong understanding of contact‑center technologies, especially Genesys CX Cloud or similar platforms.
• Excellent written and verbal communication skills, with the ability to simplify technical concepts for diverse audiences.
• Project management experience, including budgeting, scheduling, and stakeholder coordination.

What We Offer

• Competitive salary of $104,958 per year.
• Opportunity to impact veteran services on a national scale.
• Collaborative, mission‑driven culture with professional development support.

Frequently Asked Questions

What type of training will I develop as an Instructional Design Lead?

You will create modular, instructor‑led, virtual, and self‑paced e‑learning programs that teach VA staff how to operate the Genesys CX Cloud contact‑center platform.

Do I need prior experience with Genesys technology?

While direct Genesys experience is preferred, strong knowledge of contact‑center systems and the ability to quickly learn new platforms is essential.

Is this position remote or on‑site?

The role is based in the United States and may require occasional on‑site visits to VA facilities, but offers flexible work arrangements.