AI Information Architect/ Content Strategist

Zoom

8d • $76,800 - $186,200 • Remote

About The Position

You will design the information architecture that shapes how customers find answers through self-service support. You will use AI-driven content tools to build and scale intuitive knowledge systems. You will make complex product information effortlessly discoverable.

Requirements

• Have a Bachelors or Masters in Information Architecture, Technical Writing, User Experience (UX) Design, Content Strategy, related discipline or 3-5 years equivalent experience.
• Apply solid knowledge of information architecture principles, including user-centered design, navigation patterns, taxonomy development, metadata schemas, and content modeling.
• Use AI content generation and optimization tools part of an active workflow, with an understanding of how content performs across AI-powered search and response systems.
• Design and maintain taxonomy frameworks, metadata schemas, and labeling conventions that make large content libraries findable and manageable.
• Translate complex information structures into clear, accessible documentation and frameworks that technical and non-technical stakeholders can act on.
• Analyze content systems systematically, using research, audits, usability testing, and data to identify gaps and drive measurable improvements.
• Communicate and collaborate effectively across disciplines, partnering with writers, designers, product managers, and engineers to deliver cohesive user experiences.
• Bring experience working in customer support environments or with support platforms such as knowledge management or case management tools.
• Have experience with video communications, collaboration platforms, or similar technology products.
• Show familiarity with search engine optimization, AI-enhanced search, or content performance analytics across digital channels.

Responsibilities

• Designing and maintaining information architecture deliverables including user flows, sitemaps, navigation schemas, and content models that support user-centered self-service solutions.
• Leading AI content design and generation strategy, leveraging AI models to produce comprehensive, accurate, and scalable support content at speed.
• Conducting user research, content audits, and stakeholder interviews to understand customer needs, business objectives, and content relationships.
• Designing intuitive navigation structures and information systems that enhance discoverability and usability of content across digital support platforms.
• Creating and refining taxonomies, tagging strategies, labelling conventions, and metadata schemas to support content findability and management.
• Collaborating with designers on wireframes and prototypes to ensure aligned and coherent user experiences across the knowledge base and virtual agent.
• Aligning with search optimization analysts to ensure content performs well across AI-powered search, automated responses, and agentic workflow outcomes.
• Working with content strategists and technical writers to align content models with organizational standards, brand voice, and editorial guidelines.
• Monitoring and optimizing information architecture through usability testing, analytics, and user feedback, iterating to address gaps and improvements.
• Creating and managing governance documentation, guidelines, and processes to ensure consistency and support scalable information architecture practices over time.

Benefits

• Award-winning workplace culture
• Commitment to delivering happiness
• Variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
• Support work-life balance
• Contribute to their community in meaningful ways

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level