Call Center Curriculum Developer I (KB Analyst)

About the role

The Knowledge Base Analyst transforms scattered business information into accurate, structured content that contact‑center agents and AI tools rely on. This hands‑on position requires proactive, self‑directed learning and the ability to turn brief requests into complete, well‑organized solutions.

Key responsibilities

• Manage the KB request queue (Power App), prioritize tickets, and validate agent‑reported flags before updating content.
• Create and maintain KB articles in NiCE CXone Expert using HTML/CSS components and team standards.
• Research and validate information independently from minimal instructions, using existing KB, Glean, process documents, and SMEs.
• Structure and optimize content for AI search and Copilot, ensuring clear headings, single‑topic articles, consistent terminology, and no duplication.
• Analyze Excel and KB metrics to identify content gaps, outdated articles, and findability issues.
• Support ad‑hoc projects and shifting priorities typical of a contact‑center environment.

Required profile

• Advanced/fluent English (C1+) and native or fluent Spanish, both written and spoken.
• Proven self‑learning ability and strong proactivity, taking ownership without being prompted.
• Technical inclination with comfort using web tools, digital systems, and eagerness to learn HTML and RAG concepts.
• Experience in a contact‑center or customer‑care role (agent, QA, training, WFM, or support).
• Technical degree or ongoing IT‑related studies, or equivalent hands‑on experience.

Required skills

• HTML/CSS (basic knowledge)
• Excel (filters, basic formulas, pivot tables)
• Power App for ticket management
• Use of AI tools for content creation and validation