Senior Technical Writer, Amazon Connect

As part of the AWS Applied AI Solutions organization we have a vision to provide business applications leveraging Amazons unique experience and expertise that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazons real-world experience to build opinionated turnkey solutions. Where customers prefer to buy over build we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch Amazon Connect has become an AI leader transforming how organizations of all types interact with their customers.

We are seeking a customer-obsessed Senior Technical Writer with experience designing delivering and leading documentation strategy and execution for Amazon Connect. You will drive the creation of comprehensive technical documentation using a variety of authoring tools and technologies API references and developer guides that enable customers to successfully implement and utilize Amazon Connects features and capabilities. The right person for this role has passion for learning others success excellence and business impact. They enjoy and thrive in an innovative dynamic organization. They are comfortable and confident in a highly ambiguous and iterative environment. This person possesses high ownership and ability to find solutions and a path forward when challenges arise. They collaborate effectively with product and engineering teams and key user groups to produce effective and trusted documentation libraries.

Key job responsibilities
- Own and drive the end-to-end documentation strategy for Amazon Connect including information architecture content standards and publishing workflows
- Create high-quality technical content including API documentation developer guides implementation tutorials and best practices
- Collaborate with product managers engineers and service teams to understand complex technical concepts and translate them into clear accurate documentation
- Establish and maintain documentation standards and best practices across the Amazon Connect documentation portfolio
- Define and implement documentation governance frameworks
- Drive strategic documentation initiatives across multiple AWS service teams
- Serve as the technical documentation subject matter expert for Amazon Connect
- Manage multiple complex documentation tasks and projects with little or no oversight
- Lead documentation projects for major feature launches and service improvements including re:Invent launches
- Mentor other technical writers and review their work for quality and consistency
- Drive continuous improvement initiatives for documentation processes and tools
- Partner with localization teams to ensure documentation meets global audience needs
- Innovate to improve the user experience and documentation standards
- Build and maintain productive trust-based relationships with internal and external organizations and stakeholders cross-functional team members sponsors learners and colleagues

About the team
ABOUT AWS:

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.

Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity and AmazeCon conferences inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.



- 5 years of technical writing in a relevant field experience
- Bachelors degree in Computer Science English Technical Writing or a related field
- Experience as a technical editor or writer of technical documentation working with style guides
- Experience using content publishing tools to write format manage and publish high-quality content
- Experience with XML content and familiarity with content authoring tools
- Experience writing developer-focused documentation for cloud services or APIs
- Strong command of technical writing tools and content management systems
- Proven track record of leading complex documentation projects

- Experience with Contact Center technologies
- Solid understanding of AWS services and cloud computing

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $96900/year in our lowest geographic market up to $195800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.