Technical Writer- Editor

Overview

LMI is seeking an experienced Curriculum Writer/Editor (Technical Writer) to support the Department of Veterans Affairs (VA) enterprise contact center technology training initiative. This is a remote position supporting the development, refinement, standardization, and maintenance of training content across contact center learning paths, including Agent, Supervisor, Workforce Engagement Management (WEM), Quality Management (QM), Knowledge Management (KM), and Reporting & Analytics.

The Curriculum Writer/Editor will work closely with curriculum designers, instructional designers, multimedia developers, Genesys Cloud CX subject matter experts, VA stakeholders, and training operations personnel to develop and professionally edit training aids, desk-side references, quick-reference guides, instructor materials, reports, and Train-the-Trainer (TTT) curriculum. The position will play a critical role in transforming existing and newly developed source content into clear, accurate, consistent, reusable, and accessible materials suitable for VA's Talent Management System (TMS) and for use by VA instructors supporting long-term training and sustainment.

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

Responsibilities

Role Summary

The Curriculum Writer/Editor will serve as a core member of the curriculum development team, translating complex contact center technology functionality, processes, and procedures into clear and learner-focused written content. The position will support curriculum designers by developing new content and transforming existing materials into professional training aids, desk-side references, quick-reference guides, instructor guides, facilitator materials, and Train-the-Trainer curriculum. The successful candidate will be equally comfortable creating content from source materials and editing content developed by other team members or subject matter experts. The Curriculum Writer/Editor will ensure that written training products are accurate, logically organized, instructionally appropriate, consistent in terminology and style, and structured for reuse across multiple VA learning pathways. The position will also help establish the written-content foundation for VA's future state TTT capability, enabling VA instructors to independently deliver Genesys Cloud CX training after contractor support concludes.

Key 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.

Qualifications

Required:

• 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.

Preferred:

• 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.

This position is ideal for a highly skilled technical writer and editor who can bridge the gap between technical subject matter expertise and effective workforce training. The strongest candidate will be able to take complex contact center technology information from SMEs, curriculum designers, existing training materials, or product documentation and transform it into clear, concise, professionally structured content that VA employees can readily understand and use. The ideal candidate will possess both the editorial discipline to identify and correct inconsistencies and the instructional judgment to recognize when content needs to be expanded, simplified, reorganized, or enhanced to improve learner performance. Preference will be given to candidates who understand modular curriculum design and can develop content once and structure it for reuse across multiple learning pathways.

The target salary range for this position goes up to $105,000.

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

Job Locations