Contact Center Content Specialist

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

The Leidos Civil team is seeking an accomplished

Contact Center Content Specialist

to join our federal-agency omni-channel contact center program. In this role, you will be the primary point of contact and subject matter expert for all developed content, ensuring alignment with operational goals and user experience enhancements. Your responsibilities will include crafting, refining, and assessing contact center-specific content, along with creating engaging training materials for our agents. You will collaborate closely with content teams, stakeholders, and the Program Office to maintain content relevancy and effectiveness, thereby elevating the quality of our contact center services. As the “voice of the contact center,” you will actively participate in critical discussions and decision-making processes with the Government content team, driving strategic content initiatives that meet both governmental and organizational standards.

What you will do :

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

Coordinate with quality assurance teams to review agent interactions, identify recurring knowledge gaps, and update content accordingly

Prepare and deliver monthly reports with recommendations to improve content, quality assurance, and customer satisfaction

Implement a flexible content management strategy that adapts to evolving agency needs

Leverage the Salesforce Knowledge Management System to support alignment with organizational goals

Ensure content is designed for rapid deployment in the event of unexpected surges in contact volume

Maintain a library of ready-to-use scripts, templates, and knowledge articles for immediate activation during high-demand scenarios

Coordinate with operations teams during service disruptions or policy changes to update content in real time

Monitor and adjust content delivery methods to ensure agents have instant access to accurate, updated information during peak periods

We are looking for someone with the following qualifications :

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

Ability to create, edit, and manage content in multiple languages as needed for diverse customer bases

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

Skilled in content analysis, content audits, and identifying gaps or improvement opportunities based on customer feedback and performance data

Understanding of knowledge base systems and their role in supporting contact center operations

Proficiency with CRM and knowledge management tools, particularly Salesforce

Familiarity with contact center technologies such as intelligent IVR, chatbots, live chat, VOIP telephony, and ACD systems

Understanding of call center workflows, KPIs, and metrics such as customer satisfaction, first call resolution, and average handle time

Ability to work effectively with cross-functional teams and influence stakeholders

Experience collaborating with training teams to develop onboarding and continuous education materials for agents

Knowledge of relevant compliance requirements including privacy, security, and accessibility standards

Strong analytical skills to interpret data and translate insights into actionable content strategies

A highly qualified candidate will have the following :

Bilingual in English and Spanish with professional-level fluency

Extensive Salesforce knowledge base administration experience

Demonstrated success creating omnichannel content for phone, email, chat, and social media

Strong background in training material development for contact center agents

Proven ability to improve content performance using analytics and customer feedback

Experience with government or regulated industry contact center operations

Familiarity with human-centered design, Design Thinking, Lean Six Sigma, or Kaizen continuous-improvement frameworks

This Position Pays $15.80 per hour

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

Original Posting :

For U.S. Positions : While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range :

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

#Remote

REQNUMBER : R-00168514

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer / disability / vet.