Contact Center Training Specialist

LMI is seeking a Contact Center Training Specialist to support Product Acceptance & Support (PAS) contact center operations for the United States Postal Service (USPS). This role will support training development, delivery, and continuous improvement across PAS-supported contact centers and programs, including SHIPT, APV, PostalOne, FAST, Informed Delivery, BME, and Mailpiece Design.

The Contact Center Training Specialist will help assess training needs, develop and maintain training materials, deliver onboarding and operational training, and support advanced subject matter expert (SME) training for Tier 1, Tier 2, and Tier 3 support environments. This position will also help ensure training content aligns with the PAS common contact center technology stack, including Genesys Cloud, Salesforce, ServiceNow, and AIVA-enabled workflows where applicable.

This position is ideal for a proactive, detail-oriented professional who enjoys working in a fast-paced environment, collaborating with multiple stakeholders, and improving workforce readiness and operational performance. Remote work is acceptable, with flexibility to work onsite based on client 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.

Assess training needs and identify gaps related to new-hire onboarding, day-to-day contact center operations, and advanced SME support.
• Develop, update, and maintain training curricula, instructional materials, job aids, reference guides, and e-learning content for PAS-supported systems and processes.
• Deliver training to agents and SMEs through in-person, virtual, and blended learning formats.
• Support onboarding and recurrent training for Tier 1, Tier 2, and Tier 3 support personnel across PAS-supported contact center operations.
• Ensure training content reflects operational processes and aligns with the PAS technology stack, including Genesys Cloud, Salesforce, ServiceNow, and AIVA-enabled workflows where applicable.
• Coordinate with PAS leadership, contact center managers, and SMEs to validate training priorities, content accuracy, and readiness needs.
• Facilitate knowledge transfer and support standardization of training approaches across multiple PAS-supported programs.
• Measure training effectiveness through feedback, completion tracking, knowledge checks, and other performance indicators.
• Recommend and implement continuous improvements to training content, delivery methods, and support materials.
• Prepare training status updates, completion summaries, and other reports as requested by PAS leadership.

Required

• 4+ years of experience supporting contact center training, workforce development, or operational training programs.
• 2+ years of experience developing and delivering training in a multi-team, customer support, or enterprise operations environment.
• Experience creating and maintaining training materials, job aids, and instructional content.
• Experience delivering training in virtual and/or in-person environments.
• Strong written, verbal, facilitation, and stakeholder coordination skills.
• Ability to manage multiple priorities and work effectively in a dynamic operational environment.
• Bachelor's degree required.
• Self-motivated, reliable, and dependable with strong interpersonal and communication skills.

Preferred

• Experience supporting federal contact center or customer support operations.
• Experience supporting USPS programs or modernization initiatives.
• Familiarity with Tier 1, Tier 2, and Tier 3 support models.
• Experience with cloud-based contact center and case management platforms such as Genesys Cloud, Salesforce, and ServiceNow.
• Experience developing training for AI-enabled or digitally supported service operations.
• Knowledge of large-scale government transformation or shared services environments.

Additional Information

• Ability to obtain security clearance: Public Trust

Target Salary Range: $63,000 - $107,000

Disclaimer:

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.