Technology Integration Group · 1 day ago
Content Manager (Contact Center - Federal Contract)
Washington, DC
Full-time, Contract
Onsite
Mid LevelSystems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. They are seeking a Content Manager to support a government‑contracted contact center by developing, maintaining, and managing all program content used by customer service staff.
ConsultingInformation ServicesInformation Technology
Responsibilities
Create, update, and maintain program content, including knowledge articles, scripts, workflows, and reference materials
Oversee content data entry, formatting, and design to ensure clarity and usability for contact center staff
Manage daily escalations, research requests, and special content‑related projects
Analyze existing processes and recommend improvements to content structure and program workflows
Provide supervisory oversight and support to content team members
Collaborate with government Subject Matter Experts, management, and executive staff to review issues, present solutions, and ensure content accuracy
Support the Federal Program Director and COR with communications related to emerging issues, scheduling needs, and new or upcoming content
Participate in meetings to support consistent internal branding and messaging across the contact center
Conduct research and analysis to support new program processes and content enhancements
Ensure content aligns with operational needs and supports high‑quality customer service delivery
Assist with contact center operational activities as needed
Qualification
Required
Experience in content management, knowledge management, or documentation development
Strong writing, editing, and content design skills
Ability to analyze processes and recommend improvements
Strong communication and stakeholder-management skills
Bachelor's degree in Communications, English, Technical Writing, Knowledge Management, Public Administration, or a related field
Preferred
Experience working with government programs or in a contact center environment
Company
Technology Integration Group
TIG is a single source IT solutions provider for businesses and organizations of all sizes.
Founded in 1981
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-05-19Acquired
Leadership Team
Bruce Geier
President/CEO
Company data provided by crunchbase