Instructional Design Lead – Contact Center Curriculum Development

Role Summary:

• The Instructional Design Lead is the primary point of contact for developing the curriculum architecture and content strategy for the VA Cloud Contact Center Training Program.
• This involves designing a robust training ecosystem with role-based learning paths, modular courses, and compliance with accessibility standards.
• The lead ensures content aligns with VA branding and technical requirements for integration into the VA Training Management System.

Responsibilities:

• Lead curriculum architecture efforts, incorporating VA-specific requirements into modular learning designs.
• Develop role-based curriculums for various VA personnel and create reusable, accessible training assets like videos and job aids.
• Design a VA-specific Train-the-Trainer curriculum, including instructor guides and certification processes, and collaborate with stakeholders.

Qualifications:

• A Bachelor’s degree in Instructional Design or related field and at least 5 years of experience in curriculum development are required.
• Expertise in adult learning theories, modular training design, and knowledge of Section 508 and WCAG 2.1 compliance standards is essential.
• Proficiency with eLearning authoring tools and Learning Management Systems, along with strong leadership and communication skills, is necessary.