Top Tech Jobs & Startup Jobs

Lead creation, improvement, and governance of knowledge articles for service and coverage review operations. Capture, structure, tag, and publish content in enterprise KM platforms; apply KCS and technical writing practices; monitor usage and lifecycle; prioritize requests and manage cross-functional partnerships with SMEs, instructional designers, and business stakeholders to meet service targets.

Lead analysis and hypothesis-driven testing to improve GenAI accuracy and knowledge quality. Govern KnowledgeXchange workflows, review and optimize knowledge articles, partner with technology teams to validate platform changes, and translate diagnostic insights into actionable KM and technology strategies. Maintain QA, content standards, and feedback loops to improve AI responses and user behavior.

Design, develop, implement, and maintain new-hire and ongoing contact center learning content using instructional design methodologies and authoring tools; measure training effectiveness; lead projects, mentor peers, partner with SMEs and operations, and pilot emerging learning technologies to improve learner engagement and performance.