Job Description

Contact Center Content Specialist

Koniag Technology and Infrastructure Solutions, LLC, a Koniag Government Services company, is seeking a Contact Center Content Specialist to support KTIS and our government customer. This position requires the candidate to be able to obtain a Public Trust. This is a remote position. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag Technology and Infrastructure Solutions (KTIS) is seeking an experienced Contact Center Content Specialist to develop, manage, and optimize content for our contact center operations. The ideal candidate will have strong writing skills, knowledge of knowledge base systems, and experience creating content that enables customer service representatives to efficiently resolve customer inquiries. This role is critical to ensuring consistent, accurate, and effective customer interactions.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Create, review, edit, and update knowledge base articles, scripts, and support documentation for contact center agents
• Collaborate with subject matter experts to gather accurate information for content development
• Establish and maintain content governance practices, including style guides and content standards
• Analyze customer interactions and call trends to identify opportunities for new content creation
• Ensure content is easily accessible, searchable, and organized logically within knowledge management systems
• Develop standardized responses for common customer inquiries across multiple channels (phone, email, chat)
• Create and maintain decision trees and troubleshooting guides to improve agent efficiency
• Monitor content usage metrics and gather feedback to continuously improve content effectiveness
• Collaborate with training teams to develop content for agent training materials
• Ensure content remains current and accurate through regular review cycles
• Implement content taxonomy and metadata strategies to improve findability
• Coordinate with technical teams to optimize knowledge base functionality
• Support the implementation and maintenance of content management systems
• Develop content that addresses both internal agent needs and customer-facing self-service requirements

Education and Experience:

• Bachelor's degree in Communications, English, Technical Writing, Information Science, or related field
• 5-7 years of experience in content development, knowledge management, or technical writing
• Experience creating content for customer service or contact center environments
• Background with knowledge base systems and content management tools

Required Skills and Competencies:

• Exceptional writing and editing skills with strong attention to detail
• Experience developing content for knowledge management systems
• Ability to translate complex technical information into clear, concise content
• Proficiency with content management systems and knowledge base platforms
• Strong analytical skills to evaluate content effectiveness and identify gaps
• Understanding of contact center operations and agent workflows
• Experience creating structured content (decision trees, troubleshooting guides)
• Knowledge of content governance practices and standards
• Excellent project management and organizational skills
• Strong interpersonal skills and ability to collaborate with subject matter experts
• Customer-focused mindset with understanding of user experience principles
• Ability to prioritize and manage multiple content projects simultaneously
• Familiarity with content metrics and performance analysis
• Problem-solving skills to address content-related challenges

Desired Skills and Competencies:

• Experience with specific knowledge management platforms (ServiceNow, Salesforce, Zendesk, etc.)
• Background in technical writing or instructional design
• Understanding of ITIL practices and IT service management
• Experience in government contracting environments
• Knowledge of content taxonomy and metadata best practices
• Familiarity with process documentation methodologies
• Experience with customer experience mapping
• Background in training development or delivery
• Knowledge of accessibility standards for content
• Experience with visual content creation tools
• Familiarity with SEO principles for internal search optimization
• Change management experience
• Background in UX/UI design principles
• Experience with multilingual content management
• Knowledge of relevant compliance requirements for documentation

Security Requirement:

Ability to obtain a Public Trust

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

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