Center Escalation Coordinator

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active‑duty and veteran employees.

Empower AI is seeking a Knowledge Center Escalation Coordinator to own the handoff between the external-facing Knowledge Center and the internal application resolver groups that support the mission applications (e.g., DISS, NISS, NBIS) of a Department of War agency. External users cannot see internal systems, so when a Tier I KC agent cannot resolve an issue, the Coordinator determines the correct resolver group, ensures the ticket is complete and correctly prioritized, tracks it to resolution, and manages communication back to the external user through the email-based Customer-Confirmed Ticket Closure process.

The role analyzes escalation patterns to reduce future escalations and is the KC's senior technical resource for complex application issues. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Analyze escalated external-user tickets to determine the correct application resolver group, required information, and Priority Level, and manage seamless, documented handoffs while retaining ownership of the customer outcome.

• Track escalated tickets against PL1-PL4 resolution SLAs, drive follow-up with resolver groups, and manage external-user communication and the email-based Customer-Confirmed Ticket Closure process.

• Serve as the KC's senior technical resource for complex application issues (account, access, role, workflow, and data issues on DISS, NISS, NBIS, and other designated applications), resolving what can be resolved within KC authority.

• Analyze escalation drivers by application, recommend knowledge articles, chatbot content, and process changes that reduce escalations, and contribute to Problem Resolution Action Plans and the CX Roadmap.

• Serve as the senior technical decision-maker within Tier I, analyzing the most complex incidents and service requests to determine root cause and business impact, and deciding resolution strategy, priority, and escalation across Tier II, Tier III, and specialized resolver groups.

• Own shift-level queue management decisions: assess real-time contact volumes and ticket aging, rebalance work across analysts, and direct actions to protect PL1-PL4 SLAs, First Contact Resolution targets, and the acceptable quality level for aged tickets.

• Design and administer the Tier I quality assurance review process, evaluating tickets and customer interactions against standards, enforcing the Customer-Confirmed Ticket Closure process, and determining coaching and corrective actions for analysts.

• Lead analysis of Tier 0/I trend and escalation data to identify recurring…