Knowledge Manager Contact Center

Location: Remote

Knowledge Manager Contact Center

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Knowledge Manager Contact Center to support a government‑contracted contact center by developing, maintaining, and managing all program content used by customer service staff. This role oversees content creation, data entry, design, and daily escalations, while also supporting research requests, special projects, and operational activities at the government agency. The Content Manager ensures content accuracy, consistency, and alignment with program requirements and serves as a key liaison with government leadership and subject matter experts.

Key Responsibilities:

Content Development & Management

• 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.

Stakeholder Coordination

• 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.

Operational Support

• 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.

Qualifications:

• Experience in content management, knowledge management, or documentation development.
• Strong writing, editing, and content design skills.
• Ability to analyze processes and recommend improvements.
• Experience working with government programs or in a contact center environment is preferred.
• Strong communication and stakeholder‑management skills.
• Bachelor's degree in Communications, English, Technical Writing, Knowledge Management, Public Administration, or a related field.