Term Limited Temporary; TLT) Genesys Advisor; SA, Utils L21 SPU

Term Limited Temporary (TLT) Genesys Knowledge Base Advisor

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, SPU's 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 Genesys's 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.

In addition, the position will be responsible for overseeing the work of two consultants who will be optimizing all knowledge content and loading/testing the content in Genesys Cloud. Completing this work will allow the Division to implement the Genesys Cloud knowledge solution, and will ensure long-term operational continuity. This temporary assignment is fully benefitted and expected to last up to 35 months.

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. SPU's work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 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 (Download PDF reader)
• 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.

Please note this job advertisement is not designed…