Senior Operations Support Specialist

• 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.

• 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).

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.