Dialog Direct
  • Operations
  • Highland Park, MI, USA
  • Full Time

Job Details

Location: Holland, MI

The Process Architect will implement Change/Add/Delete requests to the applicable knowledgebase in accordance with Knowledge Management (KM) and Quality (i.e. document control) guidelines. The successful candidate must be willing to work in a highly charged, cross-organizational role to research and resolve common issues.  This individual will be an integral leader in the design and definition of Knowledge Management strategy.

Key Responsibilities

  • Proactively develop and recommend new methods, tools, techniques and suggested enhancements with a focus on improved agent/customer experience while reducing cost
  • Lead project tasks to accomplish goals and objectives that align with the Knowledge Management strategy
  • Adhere to Document Control Requirement and Authoring Standards
  • Contribute to the development of high-quality technical documentation regarding Knowledge Management technology and process components
  • Analyze business needs/requirements and determine, in conjunction with other departments, the best approach for content delivery in the organization's knowledge bases
  • Process and implement Change/Add/Delete requests (i.e. feedback forms generated by the users of the webs we support)
  • Monitor and take action on pending/aged requests
  • Write and edit material for various organization publications, including but not limited to internal communications and on-line content
  • Create, transform and maintain HTML solutions for the organization's knowledge bases
  • Attend to details and review content to ensure accuracy, applicability and conformity to established standards
  • May be assigned to assist with and/or facilitate projects (cleanups, new product support, client implementations, etc)
  • Take initiative to ensure that information in knowledgebase not only adheres to KM standards but is effective for agents (i.e. clear and comprehensible, etc)

 Qualifications and Skills

  • Ability to work independently while driving results
  • Confident leader
  • Knowledge Management experience required
  • Detail oriented and demonstrates the ability to multi-task and skillfully handle ambiguity
  • Seek ways to standardize, align processes and procedures among various teams
  • Question every request for change to determine correct location of information
  • Highly self-motivated with good communication skills, proactive attitude and eye for details
  • Understanding of the call center business
  • Understanding of basic HTML is a must, being able to write in HTML is certainly an asset, but not required
  • Experience in web environment and tools
  • Proficiency in MS Office applications
  • Ability to work leveraged environment for multiple customers and / or delivery units and / or sites
  • Must be able to travel 25%-40%


About Dialog Direct Dialog Direct provides end-to-end marketing and customer engagement solutions that create WOW experiences between brands and consumers. By combining technology with a passionate, innovative culture, we enhance each stage of the customer lifecycle with customer insights, digital and direct marketing, e-commerce and fulfillment, and customer service and sales solutions that build long-term customer relationships.

Dialog Direct
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