Posting number: 2026-01085
Department: Seattle Public Utilities
Division: People, Culture & Community
Job classification: StratAdvsr1,Utils BU-P (SPU)
Posting type: Open
Categories: Customer Service, Program Management
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
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. 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 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
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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: Bachelor's degree in Information Technology, Business Administration, Public Administration or another related discipline OR, if no degree two (2) additional years of relevant experience.
Desired Qualifications
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 City's website at: https://www.seattle.gov/human-resources/benefits
If you have any questions, please contact Heather Baldwin-Stewart at Heather.BaldwinStewart@seattle.gov
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