Position Details

Salary $63K – $107K USD / year

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category Education & Training

About this role

LMI is hiring a Contact Center Training Specialist to develop, maintain, and deliver training for PAS-supported contact centers. The role focuses on onboarding and advanced SME training across Tier 1, Tier 2, and Tier 3 support while keeping training aligned to the PAS technology stack.

Key Responsibilities

Assess training needs and identify gaps
Develop, update, and maintain training curricula and e-learning content
Deliver training for agents and SMEs using in-person, virtual, and blended formats
Support onboarding and recurrent training across Tier 1, Tier 2, and Tier 3 support
Coordinate with PAS leadership and SMEs to validate training priorities and readiness

Technical Overview

The role requires aligning training curricula and materials to Genesys Cloud, Salesforce, ServiceNow, and AIVA-enabled workflows used in PAS contact center operations. It includes delivering blended learning (in-person, virtual, and hybrid) and supporting knowledge transfer and standardization across multiple programs.

Ideal Candidate

The ideal candidate is a training-focused professional with experience assessing training needs and building onboarding and operational curricula for contact center environments. They have demonstrable ability to deliver and continuously improve training for Tier 1, Tier 2, and Tier 3 support while aligning content to tools such as Genesys Cloud, Salesforce, and ServiceNow.

Must-Have Skills

assess training needsdevelop and maintain training materialsdeliver onboarding and operational trainingsupport advanced subject matter expert (SME) training for Tier 1Tier 2and Tier 3 support environmentsensure training content aligns with the PAS common contact center technology stackincluding Genesys CloudSalesforceServiceNowand AIVA-enabled workflows where applicable

Tools & Platforms

Genesys CloudSalesforceServiceNowAIVA-enabled workflowsUSPSSHIPTAPVPostalOneFASTInformed DeliveryBMEMailpiece Design

Required Skills

training developmenttraining needs assessmentinstructional materialsjob aidsreference guidese-learning contentonboardingrecurrent trainingTier 1Tier 2Tier 3subject matter expert (SME)Genesys CloudSalesforceServiceNowAIVA-enabled workflowsblended learningknowledge transfer

Hard Skills

training developmenttraining needs assessmentinstructional materials developmentcurricula developmente-learning content developmentjob aids developmentreference guidesonboarding trainingrecurrent trainingknowledge transfertraining deliveryin-person trainingvirtual trainingblended learningTier 1 supportTier 2 supportTier 3 supporttraining content alignmentGenesys CloudSalesforceServiceNowAIVA-enabled workflowsoperational processes alignment

Soft Skills

proactivedetail-orientedcollaborationstakeholder managementcontinuous improvementcross-functional communicationfast-paced environment adaptabilityimproving workforce readinessoperational performance improvement

Industry & Role

Industry Government/Public Sector

Job Function Develop and deliver contact center training aligned to PAS technology stack for USPS PAS-supported programs

Role Subtype Training Specialist

Keywords for Your Resume

Contact Center Training SpecialistTraining Specialisttraining developmenttraining needs assessmentinstructional materialsjob aidsreference guidese-learning contentonboardingrecurrent trainingTier 1Tier 2Tier 3subject matter expert (SME)Genesys CloudSalesforceServiceNowAIVA-enabled workflowsblended learningvirtual trainingin-person trainingknowledge transfercontinuous improvementcontact center operationsworkforce readinessoperational performance

Deal Breakers

Ability to align training content to Genesys Cloud, Salesforce, ServiceNow, and AIVA-enabled workflows (where applicable), Must be able to deliver onboarding and operational training for Tier 1, Tier 2, and Tier 3 support environments

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