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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.
Enablement:
- 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.
- Serve as escalation point for complex enablement and adoption issues.
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.
LMI
LMI is a digital solutions provider dedicated to accelerating government impact with innovation and speed. They invest in technology and prototypes ahead of need, bringing commercial-grade platforms and mission-ready AI to federal agencies at commercial speed, with a focus on agility and collaboration, serving the defense, space, healthcare, and energy sectors.