Contact Center Content Specialist

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

The Leidos Civil team is seeking an accomplished Contact Center Content Specialist to join our federal-agency omni-channel contact center program. In this role, you will be the primary point of contact and subject matter expert for all developed content, ensuring alignment with operational goals and user experience enhancements. Your responsibilities will include crafting, refining, and assessing contact center-specific content, along with creating engaging training materials for our agents. You will collaborate closely with content teams, stakeholders, and the Program Office to maintain content relevancy and effectiveness, thereby elevating the quality of our contact center services. As the “voice of the contact center,” you will actively participate in critical discussions and decision-making processes with the Government content team, driving strategic content initiatives that meet both governmental and organizational standards.

What you will do:  

• Work with government and agency content teams to format and adapt materials for contact center use
• Manage and maintain the Salesforce knowledge base, ensuring all content is accurate, current, and accessible
• Develop, update, and maintain customer support content including knowledge articles, email templates, and chat scripts
• Conduct regular content audits to ensure relevance, accuracy, and effectiveness
• Analyze customer feedback and contact center data to identify content gaps, trends, and improvement opportunities
• Collaborate with training teams to create onboarding and continuous education materials for agents
• Coordinate with quality assurance teams to review agent interactions, identify recurring knowledge gaps, and update content accordingly
• Prepare and deliver monthly reports with recommendations to improve content, quality assurance, and customer satisfaction
• Implement a flexible content management strategy that adapts to evolving agency needs
• Leverage the Salesforce Knowledge Management System to support alignment with organizational goals
• Ensure content is designed for rapid deployment in the event of unexpected surges in contact volume
• Maintain a library of ready-to-use scripts, templates, and knowledge articles for immediate activation during high-demand scenarios
• Coordinate with operations teams during service disruptions or policy changes to update content in real time
• Monitor and adjust content delivery methods to ensure agents have instant access to accurate, updated information during peak periods

We are looking for someone with the following qualifications:

• Bachelor’s degree with 2+ years of contact center experience, Associate’s with 4+ years, or High School/GED with 6+ years
• Proficiency in American English with excellent written and verbal communication skills
• Strong bilingual communication skills in English and Spanish preferred
• Ability to create, edit, and manage content in multiple languages as needed for diverse customer bases
• Proven experience creating and managing content for contact centers, including scripts, templates, FAQs, and knowledge base articles
• Knowledge of digital content strategies, SEO best practices, and audience engagement techniques
• Ability to produce content that maintains consistency across phone, email, chat, and social media channels
• Skilled in content analysis, content audits, and identifying gaps or improvement opportunities based on customer feedback and performance data
• Understanding of knowledge base systems and their role in supporting contact center operations
• Proficiency with CRM and knowledge management tools, particularly Salesforce
• Familiarity with contact center technologies such as intelligent IVR, chatbots, live chat, VOIP telephony, and ACD systems
• Understanding of call center workflows, KPIs, and metrics such as customer satisfaction, first call resolution, and average handle time
• Ability to work effectively with cross-functional teams and influence stakeholders
• Experience collaborating with training teams to develop onboarding and continuous education materials for agents
• Knowledge of relevant compliance requirements including privacy, security, and accessibility standards
• Strong analytical skills to interpret data and translate insights into actionable content strategies

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