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 ap