Technical Writer – Editor

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, write, edit, and sustain technical training content for the learning pathways of contact center personnel.

• Convert learning objectives, instructional strategies, SME insights, and intricate technical details into easily understandable written training materials.

• Design training aids, quick-reference guides, job aids, desk-side references, checklists, process guides, instructor guides, facilitator guides, lesson plans, talking points, demonstrations, knowledge checks, and exercises.

• Establish and maintain a Train-the-Trainer curriculum that empowers VA instructors to conduct training on contact center technology.

• Professionally revise and enhance content produced by designers, developers, SMEs, and project team members.

• Evaluate existing VA OIT training materials and pinpoint enhancements for clarity, consistency, organization, accuracy, and instructional effectiveness.

• Ensure uniform terminology, nomenclature, voice, tone, formatting, and instructional conventions across all learning pathways.

• Create content suitable for self-paced, instructor-led, virtual instructor-led, and Train-the-Trainer delivery methods.

• Develop supplementary materials that support post-training and on-the-job performance.

• Review Genesys Cloud CX documentation and collaborate with SMEs and VA stakeholders to confirm technical accuracy and alignment with VA-specific needs.

• Identify content gaps, inconsistencies, redundancies, and conflicts; propose corrective measures.

• Maintain traceability among learning objectives, modules, training materials, and performance-support resources.

• Implement VA and project style guides, templates, naming conventions, document structures, and content standards.

• Assist with Section 508 compliance, address accessibility issues, and coordinate with 508 Compliance Specialists.

• Transform content for VA's Talent Management System and other sanctioned repositories.

• Keep version control, organized source files, and a reusable enterprise content library.

• Engage in content reviews, quality assurance evaluations, sprint planning, production assessments, stakeholder demonstrations, and iterative curriculum-development efforts.

⛳️ Requirements

• A bachelor’s degree in technical writing, communications, English, instructional design, education, information technology, or a related field, or equivalent professional experience.

• Over 3 years of professional experience in developing, writing, editing, or managing technical or instructional content.

• Proven experience in writing and editing technical documentation, training materials, standard operating procedures, job aids, user guides, or similar content.

• Capability to convert complex technical concepts and procedures into clear, succinct, audience-appropriate instructions.

• Strong skills in technical editing and proofreading, with a solid understanding of grammar, punctuation, syntax, structure, and professional writing norms.

• Experience in developing content from subject-matter-expert source materials.

• Experience in editing and refining others' content while maintaining technical accuracy and intent.

• Background in creating instructional materials for diverse audiences, experience levels, or role-based learning paths.

• Ability to organize intricate information into logical, intuitive, and reusable structures.

• Experience in producing job aids, quick-reference guides, desk-side references, checklists, or other performance-support materials.

• Exceptional attention to detail and the ability to spot inconsistencies.

• Familiarity with accessibility-focused document development and Section 508 principles.

• Ability to manage multiple simultaneous assignments and adhere to production timelines.

• Proficiency in a remote, collaborative, and deadline-driven environment.

• Capability to obtain and maintain necessary VA access, security, or background investigation requirements.

• Preferred: Experience in federal government, Department of Veterans Affairs, contact center operations, Genesys Cloud CX, TMS, Section 508, modular curriculum, Train-the-Trainer programs, content management, structured authoring, version control, Agile/Scrum methodologies, or adult learning.

🏝️ Benefits

• Salary reaching up to $105,000

• Opportunity for remote work

• Equal employment opportunities available

• Application accommodations provided for individuals with disabilities