POSITION SUMMARY: 

Under the supervision of the Director of Operational Readiness, the Operational Readiness Specialist will be instrumental in developing and managing the organization’s knowledge management strategy, ensuring that all processes and documentation are effectively maintained and accessible. This individual will collaborate with cross-functional teams to gather, organize, and update information related to DXC processes and procedures. Key responsibilities include overseeing the content creation, review, and approval processes to ensure consistency, accuracy, and compliance with organizational policies and security standards.

Beyond knowledge management, this position also plays a key role in supporting new client implementations, CCaaS platform administrative tasks, as well as, delivering essential training and documentation to ensure successful onboarding. The individual will lead internal training initiatives, introducing new systems, features, and processes to ensure smooth transitions for both clients and employees. Additional responsibilities may be assigned to support the overall success and efficiency of the team.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: 

1. CCaaS Administration:
• Administer and manage the Contact Center as a Service (CCaaS) platform to ensure optimal performance and functionality.
• Stay informed about the latest CCaaS trends, updates, and best practices to enhance system efficiency.
2. Knowledge Management:
• Develop and implement knowledge management strategies to retain, maintain, and create documentation related to DXC processes and procedures.
• Collaborate with cross-functional teams to gather and organize information, ensuring accuracy and accessibility of knowledge resources.
• Conduct vendor management for knowledge management tools and services, ensuring effective utilization and continuous improvement.
• Conduct regular reviews to update and improve existing documentation.
• Establish and enforce content creation, review, and approval processes to ensure consistency and quality of knowledge articles.
• Configure and implement updates, system enhancements, and integrations with other tools as needed.
• Troubleshoot and resolve any technical or usability issues related to the knowledge management platform.
•  Ensure that all content within the system complies with organizational policies, privacy laws, and security standards.
• Configure and manage user roles, permissions, and access controls within the knowledge management tool
3. New Client Implementations:
• Lead and support the implementation of new clients on the CCaaS platform.
• Collaborate with Project Management Operations, client services, and technical teams to understand client requirements and ensure a smooth onboarding process.
• Provide training and documentation to clients on CCaaS functionalities.
4. Training Responsibilities:
• Design and implement training initiatives for internal teams, focusing on introducing new CCaaS functionalities, all newly established procedures, clients, features, systems, and updates.
• Create training materials, manuals, and documentation to ensure a clear understanding of new features and processes.
5. Additional Responsibilities
• Perform other duties as assigned by management to contribute to the overall success and efficiency of the team and organization

QUALIFICATIONS: 

• Strong knowledge management skills with the ability to create and maintain comprehensive documentation.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Detail-oriented with strong problem-solving abilities.
• Ability to adapt to a fast-paced and dynamic work environment.
• Strong ability to organize, categorize, and structure content for easy access and usability.

WORK ENVIRONMENT: 

This position is performed remotely, necessitating flexibility in work hours to accommodate on-call availability and occasional in-office work requirements.

SALARY & BENEFITS:

• $55,000 - $60,000 Annual Salary 
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Healthcare and Basic Dental premiums)
• Flexible Paid Time Off