[Remote] Junior Contact Center Training Specialist

Note: The job is a remote job and is open to candidates in USA. LMI is a digital solutions provider dedicated to accelerating government impact with innovation and speed. The Junior Contact Center Training Specialist will support training development, delivery, and continuous improvement across PAS-supported contact centers and programs for the United States Postal Service (USPS). Responsibilities 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 Skills Bachelor's degree required Strong written, verbal, facilitation, and stakeholder coordination skills Ability to manage multiple priorities and work effectively in a dynamic operational environment Self-motivated, reliable, and dependable with strong interpersonal and communication skills Experience supporting contact center training, workforce development, or operational training programs 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 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 Company Overview LMI is a consulting firm dedicated to improving the management of government. It was founded in 1961, and is headquartered in Virginia, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is