Contact Center Modernization – Communications Specialist

Fathom Management LLC•Austin, TX

1d•$110,000 - $130,000•Remote

About The Position

Fathom Management, Inc. is seeking a Communications Specialist to support a large-scale Contact Center Modernization initiative focused on enhancing customer experience through enterprise IT modernization. This role supports project operations, change management, user adoption, and knowledge management throughout a phased modernization effort. The Communications Specialist will develop and execute strategic communications that promote process standardization, training adoption, and stakeholder alignment within a complex federal environment.

Requirements

3+ years of professional experience in communications, preferably within healthcare, technology, or government environments.
1+ year of experience supporting Federal Government programs.
Demonstrated experience engaging diverse stakeholder groups, including in-person and virtual environments.
Strong written, verbal, and storytelling skills, with the ability to present to executive-level audiences.
Experience supporting stakeholder engagement, change management, and knowledge management initiatives.
Strong organizational and project management skills with the ability to manage multiple priorities.
Ability to perform effectively in a fast-paced, evolving environment.
Proficiency in Microsoft Word, PowerPoint, and Excel.
Bachelor's degree in Communications, Public Relations, Business Administration, or a related field.
U.S. Citizenship required, with the ability and willingness to obtain a U.S. Public Trust clearance.

Nice To Haves

Master's degree in Communications, Public Relations, Business Administration, or a related discipline.
Experience supporting large-scale change initiatives, IT modernization, or digital transformation programs.
Familiarity with federal healthcare operations and clinical workflows.
Knowledge of contact center operations, performance metrics, and customer experience frameworks.

Responsibilities

Support the development and execution of a multi-phase communication strategy aligned with modernization milestones, stakeholder needs, and organizational objectives.
Coordinate messaging across internal and external stakeholders to ensure consistency, clarity, and alignment with project goals.
Partner with change management and training teams to support adoption of new technologies, systems, and standardized workflows.
Develop targeted communications to address resistance, increase awareness, and drive buy-in for process and technology changes.
Create, edit, and distribute project communications, including newsletters, email updates, FAQs, presentations, and training materials.
Maintain and update knowledge management repositories to reflect changes in technical infrastructure and operational processes.
Coordinate with training teams to communicate the availability, purpose, and benefits of training resources.
Ensure knowledge management platforms are accurate, accessible, and user-friendly, supporting ongoing learning and process standardization.
Track, analyze, and report on communication effectiveness, stakeholder engagement, and adoption metrics.
Continuously refine communication strategies based on feedback, data, and performance insights.