Contact Center Content Specialist
Leidos
full-time
Posted on:
Location Type: Office
Location: Indianapolis • 🇺🇸 United States
Visit company websiteSalary
💰 $72,150 - $130,425 per year
Job Level
JuniorMid-Level
About the role
- 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
- Monitor and adjust content delivery methods to ensure agents have instant access to accurate, updated information during peak periods
Requirements
- 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
- 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
- Understanding of knowledge base systems and their role in supporting contact center operations
Benefits
- competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
content managementknowledge base managementcontent auditingdigital content strategiesSEO best practicescustomer support content creationscript writingtemplate developmentdata analysisbilingual communication
Soft skills
written communicationverbal communicationcollaborationadaptabilityattention to detailproblem-solvingorganizational skillstraining developmentcustomer feedback analysiscontent consistency