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Role Description

LMI is seeking a Lead Genesys CX Enablement & Strategy Architect to support the Department of Veterans Affairs (VA) enterprise deployment of the Genesys Cloud Customer Experience (CX) solution across 65+ contact centers serving more than 11,000 employees. This role blends contact center platform expertise with strategy and advisory capabilities. The position is remote. The Lead Genesys CX Enablement & Strategy Architect serves as both the functional authority for platform enablement and a strategic advisor to VA leadership. The role ensures training and adoption approaches align to system configurations across deployments while facilitating executive workshops and supporting data-driven experience strategy initiatives. Remote work is acceptable with flexibility to go into the office based on client’s request.

Responsibilities

• Lead role-based curriculum strategy for Agents, Supervisors, Workforce Managers, and Quality Analysts.
• Ensure curriculum aligns to production configurations across deployment waves.
• Provide instruction on dashboard configuration and performance analytics capabilities.
• Support train-the-trainer sessions to build internal VA instructional capacity.
• Support post-go-live stabilization activities including targeted microlearning interventions.
• Advise on feature enablement including omnichannel, CRM integration, AI-enabled tools, and automation capabilities.
• Identify, gather, and analyze quantitative and qualitative data to inform adoption strategy.
• Facilitate executive workshops including maturity model assessments and operating model alignment sessions.
• Analyze operational metrics such as AHT, FCR, ACW, and adherence to assess adoption maturity.
• Collaborate with cross-functional teams to align strategy and execution.
• Serve as escalation point for complex enablement and adoption issues.

Qualifications

• Required: Bachelor’s Degree in related field or equivalent experience.
• 7+ years of experience in contact center modernization, strategy consulting, or enterprise enablement.
• 3+ years hands-on experience with Genesys Cloud CX or comparable platform.
• Experience facilitating executive workshops and client-facing sessions.
• Strong data analysis skills and ability to interpret operational performance metrics.
• Excellent written and verbal communication skills.
• Preferred: Experience supporting Veterans Affairs (VA) or other federal agencies.
• Experience with CX strategy development.
• Experience conducting maturity assessments or operating model transformation workshops.
• Experience supporting omnichannel engagement, CRM integrations, and AI-enabled service delivery.
• Experience with Power BI or similar analytics tools.
• Certification in Human-Centered Design or Change Management.

Salary Range

Target Salary Range: $175,000 - 225,000

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.