Content Manager - Federal Contact Center - Remote

**Content Manager – Federal Contact Center (Remote)** ITCON Services is a forward\-thinking consulting firm delivering innovative technology and management solutions that help our federal clients achieve mission success. We pride ourselves on fostering a collaborative, high\-performance environment where experienced professionals can make a meaningful impact. ITCON is seeking an experienced Content Manager to lead content and knowledge management activities for a large\-scale federal contact center program. Working closely with program leadership, federal stakeholders, training, quality assurance, and contact center operations, this role will ensure frontline customer service teams have access to accurate, timely, compliant, and easy\-to\-understand information. The ideal candidate is a detail\-oriented content professional with exceptional writing and analytical skills who can translate complex federal policies, regulations, and procedures into clear, plain\-language content for frontline customer service representatives and the customers they support. **What You’ll Do** * Manage the full lifecycle of contact center content, including knowledge articles, scripts, job aids, Standard Operating Procedures (SOPs), decision trees, and other agent\-facing resources. * Continuously review and audit existing content to identify outdated information, gaps, inconsistencies, redundancies, and opportunities for improvement. * Draft, revise, publish, and retire content within government\-provided Customer Relationship Management (CRM) and knowledge management platforms. * Translate complex federal policies, regulations, procedures, and program requirements into clear, accurate, plain\-language content that agents can easily understand and communicate to customers. * Develop content using scannable formatting, decision trees, escalation guidance, and other techniques designed to improve usability during live customer interactions. * Respond quickly to policy changes, operational surges, national events, or other emerging requirements by developing and deploying updated scripts, alerts, banners, and agent guidance. * Serve as a key liaison between the Government Content Team, program leadership, and contact center operations. * Coordinate content changes with federal stakeholders to ensure information is factually accurate, compliant, and approved prior to implementation. * Establish and maintain effective feedback processes between government content owners and frontline contact center operations. * Partner with training and quality assurance teams to support the successful rollout and adoption of new or revised content. * Analyze call drivers, chat transcripts, secure messages, agent feedback, performance data, and other operational information to identify content\-related issues and opportunities for improvement. * Partner with Quality Assurance to evaluate whether scripts and knowledge content are being used correctly and consistently. * Ide