Contact Center Content Specialist (REMOTE)

Koniag Technology and Infrastructure Solutions, LLC, a Koniag Government Services company, is seeking a Contact Center Content Specialist support KTIS and our government customer. This position requires the candidate to be able to obtain a Public Trust. This is a remote position.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Koniag Technology and Infrastructure Solutions (KTIS) is seeking an experienced Contact Center Content Specialist to develop, manage, and optimize content for our contact center operations. The ideal candidate will have strong writing skills, knowledge of knowledge base systems, and experience creating content that enables customer service representatives to efficiently resolve customer inquiries. This role is critical to ensuring consistent, accurate, and effective customer interactions.
Essential Functions, Responsibilities & Duties may include, but are not limited to:
The Contact Center Content Specialist will be responsible for developing and maintaining high-quality content to support contact center operations. Principal responsibilities will include but are not limited to:
• Create, review, edit, and update knowledge base articles, scripts, and support documentation for contact center agents
• Collaborate with subject matter experts to gather accurate information for content development
• Establish and maintain content governance practices, including style guides and content standards
• Analyze customer interactions and call trends to identify opportunities for new content creation
• Ensure content is easily accessible, searchable, and organized logically within knowledge management systems
• Develop standardized responses for common customer inquiries across multiple channels (phone, email, chat)
• Create and maintain decision trees and troubleshooting guides to improve agent efficiency
• Monitor content usage metrics and gather feedback to continuously improve content effectiveness
• Collaborate with training teams to develop content for agent training materials
• Ensure content remains current and accurate through regular review cycles
• Implement content taxonomy and metadata strategies to improve findability
• Coordinate with technical teams to optimize knowledge base functionality
• Support the implementation and maintenance of content management systems
• Develop content that addresses both internal agent needs and customer-facing self-service requirements
• Stay current on industry best practices for knowledge management and content creation
Education and Experience:
• Bachelor's degree in Communications, English, Technical Writing, Information Science, or related field
• 5-7 years of experience in content development, knowledge management, or technical writing
• Experience creating content for customer service or contact center environments
• Background with knowledge base systems and content management tools
Required Skills and Competencies:
• Exceptional writing and editing skills with strong attention to detail
• Experience developing content for knowledge management systems
• Ability to translate complex technical information into clear, concise content
• Proficiency with content management systems and knowledge base platforms
• Strong analytical skills to evaluate content effectiveness and identify gaps
• Understanding of contact center operations and agent workflows
• Experience creating structured content (decision trees, troubleshooting guides)
• Knowledge of content governance practices and standards
• Excellent project management and organizational skills
• Strong interpersonal skills and ability to collaborate with subject matter experts
• Customer-focused mindset with understanding of user experience principles
• Ability to prioritize and manage multiple content projects simultaneously
• Familiarity with content metrics and performance analysis
• Problem-solving skills to address content-related challenges
Desired Skills and Competencies:
• Experience with specific knowledge management platforms (ServiceNow, Salesforce, Zendesk, etc.)
• Background in technical writing or instructional design
• Understanding of ITIL practices and IT service management
• Experience in government contracting environments
• Knowledge of content taxonomy and metadata best practices
• Familiarity with process documentation methodologies
• Experience with customer experience mapping
• Background in training development or delivery
• Knowledge of accessibility standards for content