Call Center Curriculum Developer I (KB Analyst) - ELS

Overview

The Knowledge Base Analyst turns business information, often incomplete or scattered, into accurate, structured, and easy-to-find knowledge that contact center agents and AI tools (NiCE CXone Copilot / GenSearch) rely on to serve customers. This is a hands-on role for a self-directed learner with a technical mindset: someone who can take a two-line request, investigate it independently, and deliver a complete, well-structured solution. Proactivity is central: the right person anticipates needs, spots problems before they are reported, and takes ownership beyond the assigned ticket. The role supports multiple lines of business, with an initial focus on CHS Incentives and Commerce.

Responsibilities

• Ticket management: Work the KB request queue (Power App), prioritizing leadership/staff requests and validating agent-reported flags for accuracy before updating content.
• Content creation and maintenance: Build and update KB articles in NiCE CXone Expert using HTML/CSS components and team standards.
• Research and investigation: Independently gather and validate information using the existing KB, Glean, process documents, and subject-matter experts, often from minimal instructions.
• RAG and findability: Structure, organize, and optimize content so it is retrievable by AI search and Copilot (clear headings, one topic per article, consistent terminology, no duplication).
• Analysis: Use Excel and KB metrics to identify content gaps, outdated articles, and findability issues.
• Adaptability: Support ad hoc projects and shifting priorities typical of a contact center environment.

Qualifications

• Advanced/fluent English (C1+) and native or fluent Spanish, both written and spoken.
• Proven self-learning ability: picks up new tools, processes, and products with little guidance.
• Strong proactivity and ownership: identifies gaps and improvements without being asked, raises issues early, asks the right questions, and follows through without waiting to be told.
• Technical inclination: comfortable with web tools and digital systems, and eager to learn HTML and RAG concepts (training provided).
• Structured, clear writing; able to simplify complex processes into step-by-step content.
• Working Excel skills (filters, basic formulas, pivot tables).
• Practical, efficient use of AI tools: focused prompts, critical review of output, and knowing when AI is not the right tool.
• Contact center or customer care experience (agent, QA, training, WFM, or support roles). (Desirable)
• Basic HTML/CSS knowledge. (Desirable)
• Familiarity with RAG, AI search, or how LLM-based assistants retrieve information. (Desirable)
• Knowledge of CHS Incentives and Commerce or other BHN lines of business. (Desirable)
• Experience with knowledge management platforms (NiCE CXone Expert, ServiceNow, Confluence, Document360) or with Glean. 
• Education: Technical degree or ongoing studies in IT, software, systems engineering, or a related field. Equivalent hands-on technical experience is also accepted. (Desirable)
• Proactivity: Takes initiative, looks for ways to improve content and processes, and volunteers for new challenges.
• Analytical thinking: Validates information before publishing; detects inconsistencies and gaps.
• Attention to detail: Accuracy matters, because agents and AI depend on the content being right.
• Communication: Collaborates with leadership, SMEs, and agents; manages expectations on priorities.
• Organization: Handles multiple tickets and LOBs at once with sound prioritization.
• Growth mindset: Comfortable in a fast-evolving AI and knowledge environment.

 

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.  Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

Employment is contingent upon the successful completion of a background check and drug screen.

Requirements (E)

Pass background check and drug screen check