Term Limited Temporary (TLT) Genesys Knowledge Base Advisor (SA1, Utils L21 SPU)

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 Website

• SPU Workplace Expectations

• Strategic Business Plan

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