Sr. Knowledgebase Writer

What is this role?As a Senior Knowledge Base Writer, you will play a critical role in developing, maintaining, and optimizing both agent- and customer-facing content that supports a global customer base and AI-powered support tools. This role ensures that content is accurate, aligned, and strategically designed to improve customer experience and service efficiency.The ideal candidate is passionate about content strategy, curious about emerging technologies, and committed to continuous improvement. They will lead and manage programs that ensure a steady pipeline of high-quality, synchronized content that drives measurable outcomes. This includes analyzing current processes, identifying opportunities, and implementing enhancements that benefit both customers and internal teams.Main Responsibilities:Create, edit, update, and publish specialized, complex, or highly technical content, ensuring it is clear, concise, relevant, user-friendly, and compliant with style guidelines/ company standards and aligned with global brand guidelines for both internal and external knowledge bases and agent training assetsMaintain an organized structure of the knowledge base to facilitate easy navigation and quick access to informationPartner with subject matter experts to identify and address content gaps to support agent productivity and customer self-serviceOversee the quality of all published content, ensuring consistency, accuracy, and conformity with company standardsCollaborate across teams to align content strategy for live support and AI tools, including structured content, taxonomy/metadata, and intent refinement to improve generative AI performanceDevelop and implement comprehensive content strategies to enhance the overall impact of the knowledge base and ensure responsiveness to evolving business needsPerform improvements to the knowledge bases resulting from end-user feedback and metrics analysis to deliver timely, accurate, and actionable information that improves decision-making and customer experiencesMeasure content effectiveness through key performance indicators and identify opportunities for continuous improvementShare knowledge and best practices with less experienced members of the teamCommunication/stakeholder relationsAbility to present during meetings and flex the communication style based on current needs (stakeholder, project, team, business, etc).Communicate daily and negotiate with stakeholders to manage expectations and deliver on agreed-upon timelinesStrong written communication skills with the ability to develop job aids, document business rules, etc.Attend weekly calls to provide updates and check the projects' progress with the StakeholdersPlanning and time management to ensure timely delivery of tasks and exceed quality expectations from StakeholdersMaintain confidentiality and build effective relationships with other internal departments within TELUS DigitalSkills & Knowledge:English - B2 - Required Oral and written comprehensionAppropriate use of languageMicrosoft Office - Intermediate Excellent writing and editing skills with a strong attention to detail - RequiredStrong attention to detail and organizational skills to manage multiple tasks and deliverables with consistency and accuracyIndependent research capability across internal knowledge systems (not defaulting to asking others first)Advanced understanding of technical concepts and the ability to simplify complex informationProficient use of content management systems and documentation toolsExcellent communication skillsAbility to use existing procedures to solve standard problems; ability to analyze information/ standard practices to make judgmentsExperience working with a high-performing team and becoming a strong contributorExperience utilizing AI toolsWillingness to learn new systems, processes, and ways of working to support the end user needs focused on driving outcomes.Studies and Experience:4+ years of experience in roles related to content management systems or related field - RequiredBachelor’s degree in Information Technology, Business Administration, Pedagogy, or similar - DesirableExperience with structured content formats (knowledge articles, SOPs, scripts, job aids) and proficient use of documentation tools/CMS; this is distinct from marketing/blog writing - RequiredExpertise in research to ensure content accuracy - RequiredEqual Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.