Contact Center Knowledge Manager

Empower AI Inc.; United States; Remote; USD 87,000 - 135,000; Full time

Job summary

Empower AI, headquartered in Reston, VA, is seeking a Contact Center Knowledge Manager to support a federal civilian customer. You will maintain KM processes for content analysis, document management, data capture, portal operations, and data warehousing.

The role requires a Bachelor's in KM or related field, 4–6 years in KM for contact centers, and hands-on experience with Salesforce CRM and KM integration. Eligible for salary band USD 87,320–135,160 per year.

Qualifications

• Bachelor's degree required in KM, information systems, or related field.
• 4–6 years in contact center KM with content analysis, data capture, and data warehousing.
• Experience with Salesforce CRM and KM integration.
• DOT KM experience preferred.
• Strong SOP development and article auditing.
• Proven KM training program development.

Responsibilities

• Maintain contact center KM processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations and data warehousing.
• Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management.
• Develop knowledge training programs for staff on how to use the KM IT Tool.

Skills

Knowledge Management

Data analysis

Technical writing

Adaptability

Risk mitigation

Education

Bachelor's degree in Knowledge Management or related field

Tools

Salesforce

CRM integration

KM IT Tool integration

Job description

Location: United States

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI is seeking a Contact Center Knowledge Manager to support a contact center for a federal civilian customer.

Responsibilities:

• Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations and data warehousing
• Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management
• Develop knowledge training programs for staff on how to use the KM IT Tool

Qualifications

Qualifications:

• Bachelor's degree in Knowledge Management, Information Systems, or related field.
• 4-6 years experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.
• Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).
• Relevant experience as a KM within Department of Transportation (DOT)
• Experience with Salesforce as a CRM
• Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.
• Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.
• Technical writing, data analysis and strategic planning skills.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

Pay Band Min

USD $87,320.00/Yr.

Pay Band Max

USD $135,160.00/Yr.