Leidos · 2 months ago
Contact Center Content Specialist
United States
Full-time
Remote
Entry, Mid Level
$72K/yr - $130K/yr
2+ years expLeidos is a company dedicated to delivering innovative solutions through their talented workforce. They are seeking a Contact Center Content Specialist to serve as the primary point of contact for developed content, ensuring alignment with operational goals and enhancing user experience. The role involves crafting and maintaining contact center content, collaborating with various teams, and driving strategic content initiatives.
ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware
Responsibilities
Work with government and agency content teams to format and adapt materials for contact center use
Manage and maintain the Salesforce knowledge base, ensuring all content is accurate, current, and accessible
Develop, update, and maintain customer support content including knowledge articles, email templates, and chat scripts
Conduct regular content audits to ensure relevance, accuracy, and effectiveness
Analyze customer feedback and contact center data to identify content gaps, trends, and improvement opportunities
Collaborate with training teams to create onboarding and continuous education materials for agents
Coordinate with quality assurance teams to review agent interactions, identify recurring knowledge gaps, and update content accordingly
Prepare and deliver monthly reports with recommendations to improve content, quality assurance, and customer satisfaction
Implement a flexible content management strategy that adapts to evolving agency needs
Leverage the Salesforce Knowledge Management System to support alignment with organizational goals
Ensure content is designed for rapid deployment in the event of unexpected surges in contact volume
Maintain a library of ready-to-use scripts, templates, and knowledge articles for immediate activation during high-demand scenarios
Coordinate with operations teams during service disruptions or policy changes to update content in real time
Monitor and adjust content delivery methods to ensure agents have instant access to accurate, updated information during peak periods
Qualification
Required
Bachelor's degree with 2+ years of contact center experience, Associate's with 4+ years, or High School/GED with 6+ years
Proficiency in American English with excellent written and verbal communication skills
Ability to create, edit, and manage content in multiple languages as needed for diverse customer bases
Proven experience creating and managing content for contact centers, including scripts, templates, FAQs, and knowledge base articles
Knowledge of digital content strategies, SEO best practices, and audience engagement techniques
Ability to produce content that maintains consistency across phone, email, chat, and social media channels
Skilled in content analysis, content audits, and identifying gaps or improvement opportunities based on customer feedback and performance data
Understanding of knowledge base systems and their role in supporting contact center operations
Proficiency with CRM and knowledge management tools, particularly Salesforce
Familiarity with contact center technologies such as intelligent IVR, chatbots, live chat, VOIP telephony, and ACD systems
Understanding of call center workflows, KPIs, and metrics such as customer satisfaction, first call resolution, and average handle time
Ability to work effectively with cross-functional teams and influence stakeholders
Experience collaborating with training teams to develop onboarding and continuous education materials for agents
Knowledge of relevant compliance requirements including privacy, security, and accessibility standards
Strong analytical skills to interpret data and translate insights into actionable content strategies
Ability to Obtain a Public Trust Clearance
Preferred
Strong bilingual communication skills in English and Spanish preferred
Bilingual in English and Spanish with professional-level fluency
Extensive Salesforce knowledge base administration experience
Demonstrated success creating omnichannel content for phone, email, chat, and social media
Strong background in training material development for contact center agents
Proven ability to improve content performance using analytics and customer feedback
Experience with government or regulated industry contact center operations
Familiarity with human-centered design, Design Thinking, Lean Six Sigma, or Kaizen continuous-improvement frameworks
Company
Leidos
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health.
10001+ employees
H1B Sponsorship
Leidos has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (65)
2024 (58)
2023 (77)
2022 (65)
2021 (56)
2020 (89)
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-02-20Post Ipo Debt
2013-09-17IPO
Leadership Team
James Carlini
Chief Technology Officer
Theodore Tanner
Chief Technology Officer
Recent News
MarketScreener
2025-12-16
2025-12-16
Company data provided by crunchbase