Contact Center Knowledge Manager — SOPs & KM Training

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

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.