Contact Center Content Specialist (CCCS)

General Dynamics Information Technology; United States; Remote; USD 104,000 - 141,000; Full time

Job summary

A leading company is seeking a Contact Center Content Specialist to support federal customer service initiatives. The role involves creating and editing content for contact centers, ensuring high-quality service delivery, and requires substantial experience in customer service and content creation. This opportunity allows you to contribute to essential government projects while developing your career in a dynamic environment.

Benefits

401K with company match

Comprehensive health and wellness packages

Professional growth opportunities

Paid vacation and holidays

Qualifications

• 8+ years of related experience required.
• Proficient in speaking and writing in American English.
• Experience developing content for contact centers.

Responsibilities

• Researches, prepares, and edits technical documents.
• Consults with the Government on writing content for the contact center.
• Drafts training content and monthly improvement reports.

Skills

Contact Center Operations

Customer Service

Editing

English Writing

Education

Bachelor of Arts or Bachelor of Science

Job description

Contact Center Content Specialist (CCCS)

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Technical Documentation

Job Qualifications:

Skills:

Contact Center Operations, Contact Center Services, Customer Service, Editing, English Writing

Certifications:

None

Experience:

8 + years of related experience

US Citizenship Required:

No

Job Description:

Seize your opportunity to make a personal impact as a

Contact Center (CC) Content Specialist (CCCS) supporting federal government customer service contact center activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Contact Center Content Specialist (CCCS) you will be the Government's content liaison to help ensure top notch customer service is provided to a nationwide audience who are doing business with, or receiving services from, the Government.

HOW A TECHNICAL EDITOR ADVISOR WILL MAKE AN IMPACT
● Researches, prepares, and edits technical documents

●Coordinate and work with the Government content team, the Contractor QA team, the training team, and agent feedback to identify CC content needs / gaps and ensure implementation of solutions.

● Consult with the Government on how to write content to fulfill the needs of a contact center.

● Consult with the Government on how to adapt website content to meet the needs of the CC.

● Consult with and / or directly assist the Government to review, modify, update, or create existing CC-specific content.

● Draft training content for CC agents.

● Draft a monthly action and improvement report that will include recommendations regarding content, QA, customer satisfaction (CSAT), training, etc.

WHAT YOU’LL NEED TO SUCCEED:
● Bachelor of Arts/Bachelor of Science or equivalent combination of education and experience and 8+ years of related experience.
Required Qualifications:

● Proficient in speaking and writing in American English.

● Experience working at a contact center and deep knowledge of contact center trends and best practices.

● Experience developing content tailored to typical contact center needs.

● Familiarity with web content best practices including search engine optimization (SEO) and user intent.

Preferred Qualifications:

● Experience working with contact centers that offer Spanish language services and the best practices for this audience.

● Experience developing content for websites.

Additional Information:

● Location: Remote. Some travel may be required.

● Timeline: This position is expected to start in October, 2025.

● Security Clearance: The selected applicant will be subject to a government security investigation and must meet requirements for Public Trust suitability.


GDIT IS YOUR PLACE:

● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays

The likely salary range for this position is $104,179 - $140,949. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

T elecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc .

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

About the company

General Dynamics Mission Systems is a business unit of American defense and aerospace company General Dynamics. General Dynamics Mission Systems integrates secure communication and information systems and technology

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