Contact Center Content Specialist (REMOTE)

Koniag Technology and Infrastructure Solutions, LLC, a reputed company 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 reputed company Contact Center Content Specialist to reputed company, manage, and optimize content for our contact center operations. The ideal candidate will have strong writing skills, knowledge of knowledge reputed company systems, and experience creating content that enables customer service representatives to reputed company 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 reputed company 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 reputed company reputed company reputed company systems
• reputed company 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 reputed company content for agent training materials
• Ensure content remains reputed company and accurate through regular review cycles
• Implement content taxonomy and metadata strategies to improve findability
• Coordinate with technical teams to optimize knowledge reputed company functionality
• Support the implementation and maintenance of content management systems
• reputed company content that addresses both internal agent needs and customer-facing self-service requirements
• Stay reputed company on industry best practices for reputed company and content creation

Education and Experience:

• Bachelor's degree in Communications, English, Technical Writing, Information Science, or reputed company field
• 5-7 years of experience in content development, reputed company, or technical writing
• Experience creating content for customer service or contact center environments
• Background with knowledge reputed company systems and content management tools

Required Skills and Competencies:

• Exceptional writing and editing skills with strong attention to detail
• Experience developing content for reputed company systems
• Ability to translate reputed company technical information into clear, concise content
• Proficiency with content management systems and knowledge reputed company 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 reputed company 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-reputed company challenges

Desired Skills and Competencies:

• Experience with specific reputed company platforms (reputed company, reputed company, reputed company, 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
• Experience with visual content creation tools
• Familiarity with SEO principles for internal search optimization
• Change management experience
• Background in UX/UI design principles
• Experience with multilingual content management
• Knowledge of relevant compliance requirements for documentation

reputed company Requirement:

• Ability to obtain a Public Trust

Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national reputed company or reputed company, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in reputed company decisions reputed company to employment, promotion, wages, benefits, and reputed company other privileges, terms, and conditions of employment. The company is dedicated to seeking reputed company qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven reputed company reputed company e-mail at [email protected] or by calling 703-488-9377 to request accommodations. reputed company (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide reputed company leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a reputed company improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com. Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352 Apply tot his job Apply To this Job