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

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 SPUs 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 Genesyss 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.

This temporary assignment is fully benefitted and expected to lastup 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. SPUs work includes system maintenance and improvements and keeping Seattle clean. Over 1400 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.

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.

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:Bachelors degree in Information Technology Business Administration Public Administration or another related discipline OR if no degreetwo (2) additional years of relevant experience.

• 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

In addition to fully completing the online application we requirecandidates to attacha 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 Citys website at: you have any questions please contact Heather Baldwin-Stewart at