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Knowledge Management Consultant

The Knowledge Management Consultant manages Knowledge implementations, junior resources, deliverables, client relationships, and issue resolution. As a member of our Professional Services group the KM Consultant provides implementation and consulting services related to the deployment of client’s applications at customer sites as well as post-sales project implementation and customization solutions to fit particular customer needs. The KM Consultant must be able to multi task in a fast-paced environment, frequently working on multiple projects simultaneously.


Location: US (Sunnyvale, CA / Chicago, IL / Atlanta, GA / Tampa, FL)
No. of Position: 1
Job Type: Fulltime / Permanent


  • Conduct process mapping and content gathering sessions with clients during Knowledge implementations
  • Hands-on involvement with knowledge and content configuration and testing during the implementation phase leveraging global team members
  • Develop strong relationships and trust with clients during implementation phases
  • Assist in creating statements of work, proposals, and agile sprint planning activities.
  • Collaborate with cross-functional eGain teams during implementation
  • Guide customers to quick value leveraging Knowledge Management best practices developed by eGain
  • Work closely with the Digital Transformation team and leverage their expertise during Knowledge implementations to enable best practice driven Knowledge culture in customer environments.
  • Change Management, Floor Walking, KM Health Check and training during Knowledge implementations
  • Surface and document the value derived from Knowledge implementations leveraging eGain Analytics
  • Ability to travel extensively (~50%)


  • Bachelor’s degree required (majors in Science, Business, Mathematics or related field strongly preferred)
  • 5 to 8 years of experience implementing Knowledge Management and business process mapping or re-engineering in a consulting environment preferably for a Contact Center
  • Strong organizational and multitasking skills with ability to balance competing priorities.
  • Ability to work independently or in a team setting
  • Excellent written and oral communication skills, including an ability to communicate across business areas
  • Believes in and pursues delivery of quality through automation, smart processes and talented teams

To apply

Send your resume and cover letter in MS Word to, and include the position in the subject line of the email.