Senior Technical Writer, Amazon Connect

Amazon•Seattle, WA

36d

About The Position

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s 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 Amazon’s 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 Connect's 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.

Requirements

5+ years of technical writing in a relevant field experience
Bachelor's 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

Nice To Haves

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

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