Instructional Design Lead – Contact Center Curriculum Development

Role Summary:

• The Instructional Design Lead will function as the primary point of contact for curriculum architecture and content strategy for the VA Cloud Contact Center Training Program.
• This position involves designing, implementing, and maintaining a robust training ecosystem including role-based learning paths, modular course construction, and Section 508 compliance.

Responsibilities:

• Lead curriculum architecture and modular design efforts, leveraging Genesys Beyond content while incorporating VA-specific requirements.
• Develop comprehensive role-based modular curriculums tailored to various personnel roles.
• Oversee development of knowledge checks, quizzes, and reinforcement tools to enhance learner engagement.

Qualifications:

• Bachelor’s degree in Instructional Design, Education, or related field and at least 5 years of experience.
• Expertise in adult learning theories, modular training creation, and Section 508/WCAG 2.1 compliance.
• Proficiency with eLearning authoring tools and Learning Management Systems for workforce training deployment.