Position Details

Salary $90K – $130K USD / year

Type Not Specified

Experience mid

Exp. Years 8+ years

Education Bachelor’s degree

Category Business Analysis

About this role

This role involves supporting the VA's contact center modernization by providing enterprise training, structured hypercare support, and readiness assessments for Genesys Cloud CX deployment.

Key Responsibilities

Support VA contact center rollout
Conduct readiness assessments
Provide hypercare support
Develop knowledge resources
Report on adoption trends

Technical Overview

The position requires expertise in enterprise IT training, cloud contact center platforms like Genesys Cloud CX, and federal government modernization projects.

Ideal Candidate

The ideal candidate is an experienced federal IT professional with at least 8 years supporting enterprise training programs, particularly in contact center modernization using Genesys Cloud CX. They should be proactive, detail-oriented, and capable of supporting large-scale government technology deployments.

Must-Have Skills

Supporting federal IT or enterprise training programsExperience with Genesys Cloud CXSupporting VA modernization initiativesProviding structured hypercare support

Nice-to-Have Skills

Experience with VA modernizationKnowledge of government large-scale transformationExperience with Cloud-based contact center technologies (GenesysAvayaNICE)

Tools & Platforms

Genesys Cloud CXNICEAvaya

Required Skills

Enterprise TrainingGenesys Cloud CXHypercare SupportReadiness AssessmentsAdoption ActivitiesFederal ITCloud TechnologiesCustomer Support

Hard Skills

Enterprise TrainingGenesys Cloud CXHypercare SupportReadiness AssessmentsAdoption ActivitiesFederal ITCloud TechnologiesCustomer Support

Soft Skills

Interpersonal SkillsCommunicationProactivityDetail-orientedCollaboration

Industry & Role

Industry Government/Public Sector

Job Function Federal enterprise support specialist for contact center modernization

Clearance & Visa

Clearance Required Public Trust (VA)

Keywords for Your Resume

Enterprise TrainingGenesys Cloud CXHypercare SupportReadiness AssessmentsAdoption ActivitiesVA ModernizationGovernment Large-Scale TransformationCloud TechnologiesCustomer SupportFederal ITVAPublic TrustSupportTrainingImplementation

Deal Breakers

Lack of federal IT experience, No experience with Genesys Cloud CX, Inability to support VA modernization initiatives, No Bachelor’s degree

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