Genesys CX Enablement & Strategy Architect

Logistics Management Institute

3d•Remote

About The Position

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. LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed. Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

Requirements

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.

Nice To Haves

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.

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.