Senior Operations Support Specialist

Job Summary

A company is looking for a Senior Operations Support Specialist to support enterprise supplemental training and adoption services for the VA deployment of Genesys Cloud CX.

Key Responsibilities

• Deliver structured hypercare support during the initial rollout of the contact center modernization effort
• Develop and distribute knowledge resources such as quick reference guides, FAQs, and escalation protocols
• Report findings, trends, and opportunities for optimization to leadership and relevant stakeholders

Required Qualifications

• 8+ years supporting federal IT or enterprise training programs
• Bachelor's degree required
• Self-motivated, reliable, and dependable
• Experience supporting VA modernization initiatives preferred
• Knowledge of cloud-based CC technologies (e.g., Genesys, Avaya, NICE) preferred