Technical Content Manager, 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 AWSs cloud contact center service that helps companies provide superior customer service at lower cost. Amazon Connect is widely adopted as a contact center application yet its broader capabilities such as automating workflows enhancing operational efficiency with AI and driving customer engagement across industries are foundational for creating new solutions that address business challenges beyond the contact center.

Our long-term vision is for companies to use Amazon Connect to unleash the full potential of their AI and human workforces to achieve exceptional customer and business outcomes. Are you passionate about revolutionizing how organizations engage with their customers and workforce through innovative AI Join Amazon Connect at an inflection point as we expand beyond traditional contact center capabilities to transform customer and worker experience across industries.

We are seeking a technically skilled Content Manager to serve as a critical bridge between our content contributors technical teams and customers. This role combines technical acumen with content expertise to ensure our content ecosystem effectively serves both human users and AI systems while maintaining high standards of accuracy consistency and relevance. This role is ideal for someone who combines technical skills with content management expertise and has a passion for creating value through high-quality technical content. The successful candidate will play a crucial role in maintaining and improving our content ecosystem while ensuring it serves both human users and AI systems effectively.

Key job responsibilities
Help train AI models on writing principles customer obsessed content and guardrails.

Act as the final human reviewer for technical content submitted by various business contributors evaluating content for technical accuracy adherence to standards terminology consistency and customer relevance. Use AI to scale quality reviews of content and centralize repetitive publishing tasks.

Curate content and define content user interface to optimize discoverability and utility for both customers and LLM systems.

Ensure content provides an optimal customer experience and directly addresses specific customer jobs-to-be-done. Partner with Product Marketing to ensure messaging is aligned.

Partner with Product and Engineering to report content system issues and participate in solution testing.

Monitor and analyze content performance metrics using data to identify and drive improvements and enhancements to ensure content is aligned to AWSs technical content strategies. Optimize information architecture based on customer feedback and usage patterns.

Serve as the central POC for all written Connect content maintaining hands-on technical skills to effectively test and validate procedures evaluate customer scenarios from a practical perspective validate content accuracy with hands-on and agentic testing processes and provide feedback to content contributors.

Deliver bar raising in-app guidance for Connect by finding new and better ways to surface contextual help (e.g. just-in-time suggestions guided walk-throughs

About the team
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 digital content management communications or content strategy experience
- Experience in technical content management for products with large scope and complexity and enterprise users
- Strong technical background with hands-on experience in relevant technologies
- Demonstrated experience in content quality assurance and optimization
- Experience working with AI/ML systems and understanding their content requirements
- Excellent analytical and problem-solving skills
- Strong relationship management and communication abilities
- Experience with content management systems and tools
- Proven track record of improving content performance and user experience

- Experience with LLM training data and content requirements
- Familiarity with AWS services or customer experience solutions
- Knowledge of content analytics and performance measurement
- Background in technical documentation or technical writing
- Experience with agile development methodologies
- Familiarity with content governance frameworks
- Understanding of SEO principles and practices

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at NY New York - 124900.00 - 178100.00 USD annually
USA WA Seattle - 113600.00 - 160000.00 USD annually