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.

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.

Instructional Design Lead – Contact Center Curriculum Development

Key skills