Contact Center Content Specialist - Nashville, TN

Description & Requirements

As the Contact Center Content Specialist, you will play a key role in ensuring agents are fully equipped with the information and resources they need to support law enforcement agencies effectively.

In this role, you will create, update, and maintain the training materials and knowledge articles that guide agents through validating critical information, navigating internal systems, and communicating accurate, timely details to partnering law enforcement entities.

You will collaborate closely with Training, Operations, and subject matter experts to ensure that all instructional content is clear, consistent, and aligned with program requirements.

Your work ensures agents have access to reliable, easy to use knowledge that enhances call accuracy, supports compliance, and strengthens service delivery across the program.

This position is based on site at our Nashville location.

Because the center operates 24/7, the Contact Center Content Specialist may need to support content updates across multiple shifts-including evenings, weekends, and holidays.



*Position is contingent upon contract award

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Must be a US Citizen

Must have the ability to pass a federal background check.

Essential Duties and Responsibilities:

- Maintain knowledge base in SharePoint.

- Maintain document management processes and procedures.

- Ensure policy and procedures are developed with accuracy and by deadlines.

- Develop and implement knowledge management materials for onboarding new staff.

- Monitor policy and procedures system for updates.

- Uses ad hoc policy and procedure update requests to propose innovative strategies to address and plan for future requests.

- Mentor interns and support staff.

- Collaborates with Risk Management and Quality Managers to accreditation / certification standards are accurately documented and policies and procedures are maintained in knowledge management system.

- Research technological solutions and innovation program designs working with leadership for solutions.

- Collaborate with operational staff to understand knowledge management needs.

Minimum Requirements:

- Bachelor's Degree

- 3-5 Years of experience

- Advanced degree or professional designation preferred

- Ability to develop solutions to a variety of moderate problems

- Demonstrates excellent judgment and initiative

- Self-motivated and ability to work independently

- Create training material in support of the Knowledge management process.

- Utilize SharePoint knowledge for site management, list creation, workflow creation/modification and document management within SharePoint.

- Support the creation and refinement of training materials for contact center agents.

- Identify emerging contact center trends and coordinate content updates to address urgent needs.

- Collaborate with client content teams to create, update, and review contact center-specific content.

- Call center knowledge and experience preferred.

- Must be a US Cit...