Contact Center Knowledge Manager

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Empower AI is seeking a Contact Center Knowledge Manager to support a contact center for a federal civilian customer.

Responsibilities:

• Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations and data warehousing
• Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management
• Develop knowledge training programs for staff on how to use the KM IT Tool

Qualifications:

• Bachelor's degree in Knowledge Management, Information Systems, or related field.
• 4-6 years experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.
• Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).
• Relevant experience as a KM within Department of Transportation (DOT)
• Experience with Salesforce as a CRM
• Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.
• Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.
• Technical writing, data analysis and strategic planning skills.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.