Contact Center Content Manager

Systems Integration, Inc.

84d • Onsite

About The Position

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Contact Center Content Manager to support a government‑contracted contact center by developing, maintaining, and managing all program content used by customer service staff. This role oversees content creation, data entry, design, and daily escalations, while also supporting research requests, special projects, and operational activities at the government agency. The Content Manager ensures content accuracy, consistency, and alignment with program requirements and serves as a key liaison with government leadership and subject matter experts.

Requirements

• Experience in content management, knowledge management, or documentation development.
• Strong writing, editing, and content design skills.
• Ability to analyze processes and recommend improvements.
• Strong communication and stakeholder‑management skills.
• Must be able to pass a federal background check that includes a credit check.

Nice To Haves

• Experience working with government programs or in a contact center environment is preferred.

Responsibilities

• Create, update, and maintain program content, including knowledge articles, scripts, workflows, and reference materials.
• Oversee content data entry, formatting, and design to ensure clarity and usability for contact center staff.
• Manage daily escalations, research requests, and special content‑related projects.
• Analyze existing processes and recommend improvements to content structure and program workflows.
• Provide supervisory oversight and support to content team members.
• Collaborate with government Subject Matter Experts, management, and executive staff to review issues, present solutions, and ensure content accuracy.
• Support the Federal Program Director and COR with communications related to emerging issues, scheduling needs, and new or upcoming content.
• Participate in meetings to support consistent internal branding and messaging across the contact center.
• Conduct research and analysis to support new program processes and content enhancements.
• Ensure content aligns with operational needs and supports high‑quality customer service delivery.
• Assist with contact center operational activities as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees