Targeting external customers, business partners (materials include/not limited to written correspondence, Medicare advisories, special bulletins, provider workshop/educational materials, on-line training courses, manuals, brochures, sales promotions, training manuals, radio/TV, etc.). This position primarily will create and maintain Genesys knowledge articles, manage SME reviews and approvals, apply queue-specific labels, support Agent Copilot profiles, perform content QA and search validation, assist with LOB knowledge governance, and track inventory, adoption, and performance reporting .