Technical Content Manager, Amazon Connect

Amazon • Seattle, WA

1d

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 AWS's 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.

Requirements

• 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

Nice To Haves

• 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

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 AWS’s 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

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed