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. 

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. 

• • 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.

Required 

• 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 

• 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).

Additional Information 

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.   

Applicants must meet eligibility requirements for a U.S. Government security clearance. Only US Citizens are eligible for a security clearance. For this position, LMI will only consider applicants with security clearances or applicants who are eligible for security clearances, due to the nature of the work.