Note: The job is a remote job and is open to candidates in USA. LMI is a digital solutions provider supporting government agencies with technology and mission-focused solutions. The Curriculum Writer/Editor will develop, edit, standardize, and maintain technical training content for the Department of Veterans Affairs enterprise contact center technology initiative, including Genesys Cloud CX learning pathways. The role collaborates with curriculum designers, subject matter experts, and VA stakeholders to create accessible, accurate, reusable training materials and Train-the-Trainer curriculum.
Responsibilities
- Develop, write, edit, and maintain technical training content supporting contact center workforce learning pathways
- Work closely with curriculum designers to translate learning objectives, instructional strategies, and SME input into clear and effective written training materials
- Develop downloadable training aids, quick-reference guides, job aids, desk-side references, checklists, process guides, and other performance-support materials
- Develop and maintain Train-the-Trainer (TTT) curriculum that enables VA instructors to effectively deliver contact center technology training to their workforce
- Create instructor guides, facilitator guides, lesson plans, talking points, discussion prompts, demonstrations, knowledge checks, exercises, and other instructor-support materials
- Transform complex technical information into concise, understandable instructions appropriate for the intended learner audience
- Professionally edit content developed by curriculum designers, instructional designers, multimedia developers, technical SMEs, and other project team members
- Review existing VA OIT training materials and identify opportunities to improve clarity, consistency, organization, accuracy, and instructional effectiveness
- Enhance draft content by adding examples, explanations, procedural details, warnings, tips, notes, screenshots, callouts, and other information needed to support effective learner performance
- Ensure training materials use consistent terminology, nomenclature, voice, tone, formatting, and instructional conventions across all learning pathways
- Develop content that supports reuse across multiple learning paths, minimizing duplication of substantially similar instructional material
- Identify common content that can serve multiple audiences, such as Agents, Supervisors, WEM personnel, QA Analysts, Knowledge Managers, and Reporting & Analytics personnel
- Work with curriculum designers to establish appropriate sequencing and relationships between core, role-specific, advanced, and sustainment learning modules
- Develop written content supporting self-paced learning modules, instructor-led training, virtual instructor-led training, and Train-the-Trainer delivery
- Develop supplemental materials that reinforce training after initial instruction and support on-the-job performance
- Develop content supporting new-hire training, refresher training, sustainment training, and future system enhancement training
- Review Genesys Cloud CX product documentation and other approved reference materials to validate technical terminology and functionality
- Coordinate with Genesys Cloud CX SMEs and VA stakeholders to validate technical accuracy and ensure alignment with VA-specific configurations and business processes
- Identify gaps, inconsistencies, redundancies, and conflicts within existing training materials and recommend corrective actions
- Maintain content traceability between learning objectives, curriculum modules, training materials, and associated performance-support resources
- Apply established VA and project-specific style guides, templates, naming conventions, document structures, and content standards
- Ensure written materials are developed using accessibility-conscious practices and are structured to support Section 508 compliance
- Coordinate with LMI and VA 508 Compliance Specialists to remediate accessibility issues and validate final documents
- Support conversion of content into formats appropriate for VA's Talent Management System (TMS) and other approved repositories
- Maintain version control and organized source files to support future curriculum updates and sustainment
- Participate in formal content reviews with curriculum designers, SMEs, VA stakeholders, and quality assurance personnel
- Conduct editorial and quality assurance reviews of completed materials for grammar, readability, technical accuracy, consistency, formatting, and instructional effectiveness
- Contribute to the development and maintenance of a reusable enterprise content library
- Support sprint planning, production reviews, stakeholder demonstrations, and other iterative curriculum-development activities
Skills
- * Bachelor's degree in technical writing, communications, English, instructional design, education, information technology, or a related field, or equivalent professional experience
- * 3+ years of professional experience developing, writing, editing, or managing technical or instructional content
- * Demonstrated experience writing and editing technical documentation, training materials, standard operating procedures, job aids, user guides, or comparable content
- * Demonstrated ability to translate complex technical concepts and procedures into clear, concise, audience-appropriate written instructions
- * Strong technical editing and proofreading skills, including demonstrated command of grammar, punctuation, syntax, structure, and professional writing conventions
- * Experience developing content from source materials provided by subject matter experts
- * Experience professionally editing and enhancing content developed by others while preserving technical accuracy and intent
- * Experience developing instructional materials for multiple audiences, experience levels, or role-based learning paths
- * Demonstrated ability to organize complex information into logical, intuitive, and reusable content structures
- * Experience developing job aids, quick-reference guides, desk-side references, checklists, or other performance-support materials
- * Strong attention to detail and ability to identify inconsistencies in terminology, procedures, formatting, and technical content
- * Working knowledge of accessibility-conscious document development and Section 508 principles
- * Ability to manage multiple concurrent content-development and editing assignments while meeting established production schedules
- * Strong communication, collaboration, organization, and problem-solving skills
- * Ability to work effectively in a remote, highly collaborative, and deadline-driven environment
- * Ability to obtain and maintain any VA-required access, security, or background investigation requirements applicable to the position
- * Experience supporting federal government, Department of Veterans Affairs, or other large enterprise training programs
- * Experience developing technical or instructional content for contact centers, customer service operations, or enterprise technology implementations
- * Experience with Genesys Cloud CX or another enterprise contact center platform
- * Experience developing training materials for Agent, Supervisor, WEM, Quality Management, Knowledge Management, or Reporting & Analytics functions
- * Experience developing content for VA's Talent Management System (TMS) or comparable learning management systems
- * Experience with Section 508 compliance requirements for Microsoft Word, PowerPoint, PDF, HTML, video transcripts, and e-learning content
- * Experience developing modular curriculum and reusable learning objects across multiple role-based learning paths
- * Experience applying adult learning principles and instructional design concepts to technical documentation and training materials
- * Experience developing Train-the-Trainer programs for enterprise technology implementations
- * Experience with technical documentation and content-management tools such as Microsoft Word, PowerPoint, SharePoint, Confluence, Adobe Acrobat, or comparable platforms
- * Familiarity with structured authoring, content reuse, metadata, document version control, or enterprise content management practices
- * Experience working in Agile, Scrum, or other iterative content-development environments
- * Familiarity with Genesys Beyond training content or other vendor-provided technology training curricula
Benefits
- Remote position
Company Overview
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