Term Limited Temporary (TLT) Genesys Knowledge Base Advisor (SA1, Utils L21 SPU)

ABOUT THE ROLE This is a temporary, benefit-eligible position within the Seattle Public Utilities (SPU) Customer Care Division, expected to last up to 35 months. The role leads the implementation of the Genesys Cloud CX platform's Knowledge Workbench with Agent Copilot, an AI-powered knowledge base. The advisor will develop knowledge article structures, design testing and pilot programs, create content migration processes, establish governance, and oversee consultants to ensure long-term operational continuity and improved customer and agent experiences. KEY RESPONSIBILITIES - Research best practices and Genesys Cloud documentation to design a knowledge article structure optimized for Genesys Cloud AI and agent use. - Establish enterprise information architecture, metadata frameworks, and structured content taxonomy for search indexing and AI retrieval. - Design a testing and pilot program to validate the effectiveness of the new article structure using data, metrics, and user feedback. - Partner with Seattle IT and Genesys Cloud Developers to create processes and timelines for creating, updating, and testing knowledge content. - Develop processes to keep existing and new knowledge content aligned and accurate during implementation. - Oversee the work of two consultants optimizing and loading or formatting content in Genesys Cloud. - Create a clear knowledge base governance process with routine audit cycles. - Implement mechanisms for ongoing evaluation of knowledge base effectiveness for continuous improvement. - Provide thorough and clear documentation of all knowledge-related processes and guidelines. MINIMUM QUALIFICATIONS - Experience: Three (3) years managing an enterprise knowledge base with structured taxonomy and articles requiring frequent operational updates. Experience must include creating technical documentation, process documentation, user guides, or customer-facing content intended for human or AI consumption. - Education: Bachelor's degree in Information Technology, Business Administration, Public Administration, or a related discipline. If no degree is held, two (2) additional years of relevant experience are required. SPECIAL REQUIREMENTS - Must be able to work in a hybrid environment, with the option to work remotely two days a week as agreed upon with a supervisor. - Preferred qualifications include documented experience implementing software applications, experience with Genesys Cloud CX or similar AI-powered knowledge base solutions, experience designing structured content models and metadata schemas, and strong presentation, facilitation, and communication skills. SELECTION PROCESS - Combinations of appropriate education, training, certification, and experience will be evaluated on an individual basis for comparability to the minimum requirements. - Candidates must fully complete the online application and attach the required documents to be considered. HOW TO APPLY - Submit a fully completed online application, a current resume, and a cover letter describing your work experience and how it makes you a good candidate for this role through the City of Seattle careers portal. - For questions, contact Heather Baldwin-Stewart at Heather.BaldwinStewart@seattle.gov. EMPLOYMENT DETAILS - Employer: City of Seattle - Address: Seattle Municipal Tower, 700 5th Avenue, Suite 5500, Seattle, Washington, 98104 - Location: Seattle Municipal Tower, 700 5th Ave., Seattle, WA - Job Type: Temporary - Benefit Eligible - Department: Seattle Public Utilities - Division: People, Culture & Community - Job Number: 2026-01085 - Opening Date: 08/19/2026 - Closing Date: 9/8/2026 4:00 PM Pacific - Remote Employment: Flexible/Hybrid (remote two days a week) - Duration: Up to 35 months - The City of Seattle is an equal opportunity employer that values diverse perspectives and life experiences. Applicants are considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.