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Role Description

LMI is seeking a Senior Operations Support Specialist to support enterprise supplemental training and adoption services for the VA deployment of Genesys Cloud CX across 65+ contact centers. The operations specialist is responsible for providing structured hypercare support, conducting readiness assessments, and reinforcing adoption activities. This position is ideal for a proactive, detail-oriented professional who enjoys working in a fast-paced environment with multiple stakeholders. Remote work is acceptable with flexibility to go into the office based on client’s request.

Responsibilities

• Deliver structured hypercare support during the initial rollout of the contact center modernization effort.
• Develop and distribute knowledge resources such as quick reference guides, FAQs, and escalation protocols to address barriers to adoption.
• Report findings, trends, and opportunities for optimization to leadership and relevant stakeholders.
• Participate in meetings and feedback loops to address staff concerns, challenges, and success stories regarding the modernization effort.

Qualifications

• 8+ years supporting federal IT or enterprise training programs.
• Bachelor’s degree required.
• Self-motivated, reliable, and dependable with excellent interpersonal and communication skills.

Preferred Qualifications

• Experience supporting VA modernization initiatives.
• Knowledge and experience with government large-scale transformation efforts.
• Experience with Cloud-based CC technologies (e.g., Genesys, Avaya, NICE).

Requirements

• Security clearance: Public Trust (VA)
• The target salary range for this position is $90,000-$130,000.
• 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.