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Knowledge Management Consultant

eGain’s cloud-based customer engagement platform powers digital-first experiences for leading brands like LLBean, Lands’ End, Comcast, and CVS. Built on deep, scalable technology in AI, Knowledge, and Analytics, eGain stands out as the most open, innovative, and comprehensive suite for omnichannel service at scale. We partner with Amazon, Apple, Facebook, Cisco, and Twilio to offer next-generation customer experience automation.


POSITION: KNOWLEDGE MANAGEMENT CONSULTANT

Location: Tampa, Chicago, or Atlanta

Experience: 5—10 years

Responsibilities

  • KCS and experience with authoring and publishing contents at enterprise level
  • 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%)

Qualifications

  • Bachelor’s degree required (majors in Science, Business, Mathematics or related field is strongly preferred)
  • 5 to 10 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
  • 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

Attributes

  • Proactive and diligent
  • Collaborative and transparent
  • Hungry to make a difference
  • Aligned with eGain values and strategy
  • Multitasker who flexes well
  • KCS certification is an advantage

To apply

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