Position Description
Seattle Public Utilities (SPU) has an exciting opportunity for a professional to join our Customer Care Division, as a
Term Limited Temporary (TLT) Genesys Knowledge Base Advisor. In 2025, SPU’s contact centers launched the Genesys Cloud CX platform, opening a wide array of options to improve the experience of our agents and customers. One of the features currently being implemented is Genesys’s Knowledge Workbench with Agent Copilot – an AI-powered knowledge base designed to assist agents during and after interactions with customers.
The TLT Genesys Knowledge Base Advisor position will take the lead on all aspects of the Knowledge Workbench and Agent Copilot implementation. They will be responsible for: developing a knowledge article structure that is optimized for Genesys Cloud AI, designing and leading a testing/pilot program with data/metrics to validate the effectiveness of the new article structure and the Agent Copilot platform, creating a process and timeline for updating and migrating all required knowledge content, a clear knowledge base governance process, routine audit cycles, and a mechanism for evaluating knowledge base effectiveness for continuous improvement.
In addition, the position will be responsible for overseeing the work of two consultants who will be optimizing all knowledge content and loading/testing the content in Genesys Cloud. Completing this work will allow the Division to implement the Genesys Cloud knowledge solution, and will ensure long-term operational continuity.
This temporary assignment is fully benefitted and expected to last
up to 35 months.
About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.6 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations. For more information about Seattle Public Utilities (SPU), checkout the following:
- SPU Website
- SPU Workplace Expectations
- Strategic Business Plan
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.
Job Responsibilities
Primary Responsibilities For The TLT Genesys Knowledge Base Advisor
- Research best practices and Genesys Cloud product documentation to design a knowledge article structure that is optimized for Genesys Cloud AI, and can also be effectively used by agents.
- Establish enterprise information architecture, metadata frameworks, and structured content taxonomy to ensure operational documentation is optimized for search indexing, cross-platform interoperability, and AI retrieval.
- Design a testing/pilot program that will result in data/metrics and user feedback to validate the effectiveness of the new article structure in Genesys Cloud.
- Partner with Seattle IT and Genesys Cloud Developers to create a process and timeline for creating, updating, and testing all required knowledge content.
- Develop a process to keep the existing and new knowledge content aligned and accurate during the implementation of the Genesys knowledge solution.
- Oversee the work of two consultants who will optimize all existing knowledge content and load/format content in Genesys Cloud.
- Create a clear knowledge base governance process with routine audit cycles.
- Implement a mechanism for ongoing evaluation of knowledge base effectiveness for continuous improvement.
- Provide thorough and clear documentation of all knowledge related processes and guidelines to ensure long-term operational continuity.
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications
Experience: Three (3) years managing an enterprise knowledge base with structured taxonomy and articles that require frequent operational updates. Experience should include creating technical documentation, process documentation, user guides, and/or customer-facing content, intended for human and/or AI consumption.
Education: Bachelor's degree in Information Technology, Business Administration, Public Administration or another related discipline OR, if no degree two (2) additional years of relevant experience.
Combinations of appropriate education, training, certification, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.
Desired Qualifications
- Documented work experience implementing software applications or implementing new features in an existing application.
- Experience with Genesys Cloud CX content center platform and the Genesys Knowledge Workbench and Agent Copilot solution, or similar AI-powered knowledge base solutions.
- Experience designing structured content models, metadata schemas, and taxonomy frameworks for search optimization and AI/Natural Language Processing retrieval.
- Demonstrated ability to drive continuous knowledge base improvements by utilizing knowledge retrieval analytics, user feedback, and system performance metrics.
- Ability and desire to learn Contact Center Agent procedures
- Strong presentation and facilitation skills
- Highly organized and detail focused
- Strong communication skills, both written and oral
Additional Information
In addition to fully completing the online application,
we require candidates to attach a current resume, and cover letter describing your work experience(s) and how that makes you a good candidate for this role.
The full salary range for this position is $51.88 per hour - $77.82 per hour.
Workplace Environment/Expectation: This position allows for the flexibility of a hybrid work schedule. City employees will have the option to work remotely two days a week. Individual schedules will be agreed upon by the employee and their supervisor.
Who may apply: This position is open to all qualified candidates.
The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits.
If you have any questions, please contact Heather Baldwin-Stewart atHeather.BaldwinStewart@seattle.gov