3+ years of experience in content writing, technical writing, or knowledge managementExperience developing knowledge base articles or help center content in a customer support or contact center environmentExposure to contact center technologies such as Genesys Engage, Genesys Cloud, or similar platforms preferredStrong ability to simplify complex processes into clear, digestible contentExperience working with cross-functional teams and subject matter expertsFamiliarity with content management systems and knowledge base toolsStrong attention to detail, organization, and ability to manage multiple prioritiesExcellent written and verbal communication skills. Experience supporting system implementations or migrations, particularly in a contact center environmentBackground in travel, hospitality, or high-volume customer service industriesUnderstanding of customer journey mapping and self-service strategyKnowledge of SEO and content optimization principles for support contentFamiliarity with taxonomy, tagging, and knowledge architecture.