> Markdown version of [/jobs/ext/729051-head-of-knowledge-management](https://www.wearedevelopers.com/jobs/ext/729051-head-of-knowledge-management). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Head of Knowledge Management - **Company:** International SOS - **Location:** London, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, System Configuration, Content Migration, Decision Support Systems, Enterprise Content Management, Issue Tracking Systems, Information Sciences, Knowledge Management, Knowledge-Based Systems, Query Optimization, Salesforce.Com, Search Technologies, Microsoft SharePoint, Systems Integration, Chatbots, Generative AI, Information Technology, Zendesk, Servicenow - **Published:** June 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=96ebf63a3b901c23 ## About the Role Do you have experience in Taxonomy?, Do you have a Master's degree?, Deep, hands-on experience implementing, configuring, or managing the NICE Expert Knowledge Management System and NICE Knowledge Hub. * Proven experience using natural language prompts, configuring conversational AI models and optimizing semantic search over enterprise knowledge systems. * Familiarity with APIs, HTTP integrations and how knowledge bases interact with modern CRM or Ticketing systems (Salesforce, Zendesk, ServiceNow, or custom case management platforms). * Agent Assist Platforms; Experience implementing NICE Copilot or similar real-time agent assist and entity detection technologies. * Sbility to conceptualize high-level digital strategies and translate them into granular, executed project plans. * Exceptional change management capability with the gravitas to influence executive stakeholders and frontline teams alike. * Highly analytical mindset with a focus on measuring the business value of knowledge (e.g., impact on QA scores, agent onboarding speed, CSAT, and operational efficiency). * Typically 5 years of experience in strategic Knowledge Management, Global Contact Center Operations, or Digital Transformation / Digital Enablement leadership roles. * Proven track record of managing knowledge management and content lifecycles in complex, multi-site and multi-lingual global environments (ideally across 10+ contact centers). * Demonstrated success leading cross-functional business and technical teams through complex digital transformations, particularly the migration of legacy knowledge systems into AI-driven platforms. * Bachelor's degree in Information Science, Computer Science, Business Administration, or a related field (Master's degree or MBA preferred). ## Description In this key global leadership position, you will define the strategic direction, investment plans and capability build roadmap for our knowledge management function. You will lead the transition from a traditional, decentralized knowledge paradigm, characterized by disparate SharePoint sites, static quick reference guides and legacy training materials into a unified, next-generation, AI-enabled knowledge ecosystem. You will be responsible for building, resourcing and executing the program of work required to scale this digital transformation globally, empowering our frontline operations, medical and security specialists with real-time, high-fidelity decision support. Responsibilities: * Define and execute a comprehensive Global Knowledge Management and Conversational AI strategy aligned with International SOS's global operational footprint and strategic digital roadmap. * Build, mentor and lead a high-performing global team of content authors / curators. This includes defining standards and processes for authoring, curating and governing knowledge and ensuring taxonomies are defined and documented. * Develop and govern a multi-phase program of work prioritizing large-scale content migration, content optimization, taxonomy standardization and AI readiness. * Partner with the Head of Training and Development, Trainers, Senior Managers Quality, Quality Managers, Director of Case and Channel Solutions, General Managers Assistance / Heads of Assistance, Medical Directors, Security Directors and Operations Directors to drive adoption, manage change and align local knowledge needs with global standards. * Design and implement a robust, modern knowledge architecture tailored for complex, multi-lingual and high consequence contact centre environments. * Act as the strategic business owner and subject matter expert for the Knowledge Management System and Knowledge Connector / Hub Technology. * Architect content structure specifically designed for AI-driven search, retrieval-augmented generation (RAG) and natural language query optimization over vast enterprise knowledge bases. * Partner with IT and Enterprise Architecture to lead integration efforts connecting the relevant sources of knowledge to enable a unified view for the AC Agent., This includes knowledge authored in the Knowledge Management System, APIs (International SOS proprietary Location based content including Medical and Security Alerts), Paid Subscriptions to External Sources (e.g., Factal, Up-to-Date, Sherpa), Approved HTTP links). * Drive the deployment of real-time agent assist technologies to optimize the "Agent Experience" (AX), reducing cognitive load and lowering Average Handle Time (AHT) while increasing First Contact Resolution (FCR). * Oversee the training and integration of real-time entity and intent detection systems that listen to customer interactions and dynamically surface relevant knowledge. * NiCE (or Equivalent) Copilot Implementation: Act as the business lead for the implementation and optimization of NICE Copilot (and/or adjacent conversational AI assistants), ensuring virtual assistants surface exact, context-aware prompts to agents during live interactions. * Establish and enforce comprehensive content standards, global style guides, taxonomy rules and strict content governance frameworks. * Design and deploy automated and manual QA processes to ensure content accuracy, clinical/operational safety and situational relevance. * Manage the complex content lifecycle across multiple geographies, jurisdictions and languages, ensuring localized operational guidance adheres to global standards. ## Related Videos - [The Future of Knowledge Retention: AI-Driven HR Transformation](https://www.wearedevelopers.com/videos/100047-the-future-of-knowledge-retention-ai-driven-hr-transformation) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [MLOps – What’s the deal behind it?](https://www.wearedevelopers.com/magazine/125-mlops-what-s-the-deal-behind-it) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)