MindTouch

About the role

NiCE Knowledge Management gives agents and customers trusted answers when needed, improving accuracy and reducing handle time. This role focuses on delivering enterprise knowledge together to power better service across self-service, search, and agent experiences, helping organizations strengthen knowledge for customer service, improve self-resolution, increase productivity, and provide AI access to governed knowledge.

Responsibilities

• Publish and surface knowledge across websites, help centers, mobile apps, bots, agent desktops, and search engines.
• Bring scattered knowledge together so customers, agents, and AI all work from the same approved content.
• Tailor content by audience, context, product, language, or journey stage to make answers more relevant and useful.
• Control ownership, approvals, review cycles, and versioning to keep knowledge accurate, trusted, and easy to maintain.
• Analyze what customers and agents search for, what content performs, and where knowledge gaps create friction to improve continuously.
• Connect CRM, service tools, and digital channels so knowledge flows naturally into the systems teams already use.
• Enable AI to understand intent and deliver precise, conversational answers instead of long lists of links.

Requirements

• One trusted source of knowledge for customers, agents, and AI.
• Governance at scale to manage ownership, approvals, review cycles, and version history.
• Integration with CRM, service tools, and digital channels.
• Ability to deliver trusted answers across self-service, search, and agent experiences.

Benefits

• Faster self-service: Meet customers where they look first with trusted answers across search, help centers, websites, mobile apps, and bots.
• More confident agents: Surface the right knowledge in the flow of work so agents spend less time searching and more time solving.
• Better AI answers: Ground AI agents and copilots in approved enterprise content so responses stay accurate, relevant, and on brand.
• Improved self-resolution and increased productivity.