Koniag Government Services · 6 days ago
Contact Center Content Specialist (REMOTE)
United States
Full-time
Remote
Senior Level
5+ years expKoniag Government Services is a company focused on providing enterprise solutions and professional services to federal government agencies. They are seeking a Contact Center Content Specialist to develop, manage, and optimize content for their contact center operations, ensuring effective customer interactions and supporting agent training.
EnterpriseGovernmentProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
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
Stay current on industry best practices for knowledge management and content creation
Qualification
Required
Ability to obtain a Public Trust
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
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
Preferred
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
Benefits
Health, dental and vision insurance
401K with company matching
Flexible spending accounts
Paid holidays
Three weeks paid time off
Company
Koniag Government Services
Koniag Government Services is a Professional Services and Operational Management to Federal Government.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Wideman
Chief Executive Officer
Jack Wise
SVP Business Development Lifecycle
Recent News
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