Information Architect
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Posted on:
Yesterday
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1 Vacancy
Job Summary
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate grow and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment empowering our employees to be their authentic selves.
We are seeking a collaborative systems-thinking Information Architect to help lead the transformation of our technical content ecosystem within the Product Content & Operations team. This role owns the structure and quality of the customer-facing help content driving improvements to how content is organized authored and maintained across the product experience.
In this role you will partner closely with Support Marketing and Product to improve the quality and scalability of our help content driving alignment on content types templates taxonomy and terminology. This role combines hands-on content development with information architecture practices to improve customer experience support outcomes and product adoption.
Responsibilities
- Lead the design and implementation of information architecture within Five9s Product Content team.
- Define and maintain departmental content models including information types and reusable components.
- Establish structured templates for key information types (How-To Concept Reference Troubleshooting etc.).
- Develop and manage taxonomy and metadata structures that improve navigation and findability.
- Collaborate with cross-functional teams to identify alignment opportunities and reduce content divergence.
- Conduct audits and user research to identify gaps redundancies and structural improvements.
- Guide writers on adopting structured content templates and IA best practices.
- Lead modernization and restructuring efforts for legacy documentation.
- Influence the evolution of search and tagging strategies across the department.
- Serve as a mentor and IA subject matter expert within the writing team.
Qualifications
- 5 years in Information Architecture Content Design UX Writing Technical Writing or related roles.
- Experience creating content models taxonomy systems and structured authoring frameworks.
- Experience leading IA initiatives within a documentation or product content environment.
- CMS CCMS or knowledge systems (MadCap Zoomin Paligo AEM ServiceNow Confluence)
- Strong skills in facilitation collaboration and stakeholder influence.
- Experience analyzing and modernizing legacy content at scale.
- Experience preparing content for AI-driven systems (e.g. search optimization metadata design or content chunking for RAG/LLM pipelines).
- Bachelors with approximately 12 years of professional experience or a Masters degree with approximately 8 years of professional
This is a high-impact role where youll establish the core systems models and frameworks that enable scalable consistent high-quality content across the Product Content team. You will shape the foundation that improves customer experience support outcomes and product adoption for years to come while gaining visibility and influence across multiple content-generating groups
Benefits:
- Five9 Shares
- Bonus Scheme
- 10% Flexi Benefit
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave Public Holidays
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds perspectives and skills. The more inclusive we are the better we are. Five9 is an equal opportunity employer.
View our privacy policy including our privacy notice to California residents here: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Required Experience:
Staff IC
About Company
Five9 delivers the most reliable cloud contact center that empowers organizations to deliver extraordinary customer experiences. Request a demo!
