Contact Center Content Specialist - Nashville, TN

As the Contact Center Content Specialist, you will play a key role in ensuring agents are fully equipped with the information and resources they need to support law enforcement agencies effectively. In this role, you will create, update, and maintain the training materials and knowledge articles that guide agents through validating critical information, navigating internal systems, and communicating accurate, timely details to partnering law enforcement entities. You will collaborate closely with Training, Operations, and subject matter experts to ensure that all instructional content is clear, consistent, and aligned with program requirements. Your work ensures agents have access to reliable, easy to use knowledge that enhances call accuracy, supports compliance, and strengthens service delivery across the program. This position is based on site at our Nashville location. Because the center operates 24/7, the Contact Center Content Specialist may need to support content updates across multiple shifts—including evenings, weekends, and holidays. *Position is contingent upon contract award* Must be a US Citizen Must have the ability to pass a federal background check.