Technical Writer(AWS Connect CCaaS experience)
Technical Writer(AWS Connect CCaaS experience)
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Job Description
We are seeking a Technical Writer to support a global initiative to enhance the operational excellence of an AWS Connect Contact Center as a Service (CCaaS) platform. You will play a key role in creating a centralized knowledge repository and enabling seamless support for mission-critical contact center operations. The focus is on building standardized documentation playbooks and process flows that empower the support team to resolve issues efficiently and ensure consistent service delivery.
Responsibilities:
- Develop visual process flows for AWS Connect CCaaS support and operations.
- Create standardized troubleshooting playbooks for the CCaaS support team.
- Build how-to guides and knowledge documents for helpdesk and internal teams.
- Document alert resolution steps to streamline issue remediation.
- Analyze ServiceNow incidents RCAs and historical events to extract and formalize knowledge objects for documentation.
- Work closely with operations support team members to execute mock troubleshooting sessions.
- Enhance and organize existing documents knowledge articles and playbooks to align with agreed standards and formats.
Qualifications :
- 4 years of technical writing experience in contact center projects.
- 3 years of hands-on AWS Connect CCaaS experience (support/operations).
- Proficiency in documentation tools (MS Word Excel Visio/) and collaboration platforms (SharePoint).
- Working knowledge of MS Project for task tracking and planning.
- Strong analytical skills to interpret system metrics and drive actionable insights.
- Proven troubleshooting skills for contact center technical implementations.
- Experience working in agile environments with evolving cloud technologies.
Nice to have:
Experience using MKDocs.
CCaaS industry experience.
We offer:
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs mentorship and talent investment programs internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education community empowerment fair operating practices environmental sustainability and gender equality.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
