Accountabilities:

The Contact Center Knowledge Manager will be responsible for developing and maintaining knowledge management frameworks, processes, and tools that support efficient contact center operations.

• Manage and maintain contact center knowledge management processes, including content analysis, document management, data capture, portal administration, shared repositories, workflow management, and data warehousing activities.
• Develop, implement, and continuously improve knowledge management strategies and governance processes.
• Create and maintain Standard Operating Procedures (SOPs) related to knowledge management practices and content lifecycle management.
• Oversee content review processes, including identifying outdated information, revising existing articles, approving new content, and ensuring knowledge accuracy.
• Support the integration of knowledge management solutions with CRM platforms and digital customer engagement tools.
• Develop and deliver training programs that educate staff on knowledge management tools, processes, and content contribution practices.
• Monitor knowledge base effectiveness and recommend improvements to enhance customer experience and operational efficiency.
• Collaborate with stakeholders to identify knowledge gaps, mitigate risks, and support continuous improvement initiatives.

Requirements:

The ideal candidate brings a strong background in contact center knowledge management, content governance, and digital support technologies, combined with excellent analytical and communication skills.

• Bachelor's degree in Knowledge Management, Information Systems, Business Administration, or a related field.
• 4–6 years of experience managing knowledge management processes within contact center environments.
• Proven expertise in content analysis, document management, data capture, workflow optimization, portal administration, and data warehousing.
• Experience configuring, operating, and maintaining CRM systems, including knowledge management integrations with digital channels such as chatbots and intelligent IVR platforms.
• Prior experience supporting initiatives within the Department of Transportation (DOT) environment is highly preferred.
• Hands-on experience with Salesforce or similar CRM platforms.
• Strong experience developing and maintaining SOPs, knowledge articles, and content governance processes.
• Demonstrated ability to design and deliver training programs related to knowledge management tools and processes.
• Excellent technical writing, data analysis, and strategic planning capabilities.
• Strong organizational skills, attention to detail, and ability to adapt to changing priorities.
• Proactive mindset with strong problem-solving abilities and risk mitigation skills.
• Excellent communication and stakeholder management skills.

Benefits:

• Opportunity to contribute to impactful, mission-driven programs supporting large-scale customer service operations.
• Collaborative and inclusive work environment with opportunities for professional growth and development.
• Exposure to innovative knowledge management technologies and digital transformation initiatives.
• Career advancement opportunities within a growing and dynamic organization.
• Commitment to diversity, inclusion, and merit-based career progression.
• Additional compensation and benefits may include healthcare coverage, retirement programs, paid time off, and other employee support offerings, subject to the partner company's policies.