Position Details

Salary $63K – $107K USD / year

Type Full-Time

Experience mid

Exp. Years 4+ years

Education Bachelor’s degree

Category Education & Training

About this role

Contact Center Training Specialist to support USPS PAS operations, responsible for training development, delivery, and continuous improvement across PAS-supported centers and programs; uses Genesys Cloud, Salesforce, and ServiceNow; remote with onsite as needed; Public Trust clearance potential.

Key Responsibilities

Assess training needs; develop and maintain training curricula; deliver onboarding and training; validate priorities with PAS leadership; measure training effectiveness

Technical Overview

Technical scope includes Genesys Cloud, Salesforce, ServiceNow integration and AIVA-enabled workflows; focus on onboarding and SME training across Tier 1-3 support.

Ideal Candidate

The ideal candidate is an experienced contact center trainer with 4+ years creating and delivering both virtual and in-person training, comfortable with federal/government programs and cloud platforms (Genesys Cloud, Salesforce, ServiceNow), and able to obtain Public Trust clearance.

Must-Have Skills

4+ years of experience supporting contact center training2+ years of experience developing and delivering training in a multi-team environmentExperience creating and maintaining training materials and job aidsExperience delivering training virtually and in-personBachelor’s degree requiredStrong writtenverbalfacilitationand coordination skills

Nice-to-Have Skills

Experience supporting federal contact center or USPS programsExperience with cloud-based contact center platformsExperience developing AI-enabled trainingKnowledge of government transformation or shared services

Tools & Platforms

Genesys CloudSalesforceServiceNow

Required Skills

4+ years contact center training; 2+ years multi-team training; training materials; e-learning; virtual/in-person training; onboarding; Genesys Cloud; Salesforce; ServiceNow; AIVA-enabled workflows; Bachelor’s degree

Hard Skills

Genesys CloudSalesforceServiceNowAIVA-enabled workflowse-learningtraining materialsonboardinginstructional contentvirtual trainingin-person training

Soft Skills

written communicationverbal communicationfacilitationstakeholder coordinationmultitaskingteam collaboration

Certifications

Preferred

Public Trust clearance (ability to obtain)

Industry & Role

Industry Government/Public Sector

Job Function Develop and deliver training programs for USPS PAS contact centers

Role Subtype Training Specialist

Tech Domains Genesys Cloud, Salesforce, ServiceNow

Keywords for Your Resume

contact center trainingtraining specialistLMIuspspasgenesys cloudsalesforceservicenowaivaonboardingtier 1tier 2tier 3training materialse-learningfederal traininggovernment contractingknowledge transferpublic trust

Deal Breakers

Bachelor’s degree required, Public Trust clearance (or ability to obtain)

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