CCaaS Observability Technical Writer - Remote

Overview

We are seeking an experienced CCaaS Observability Technical Writer responsible for creating and documenting playbooks related to monitoring, alerting, and troubleshooting for the AWS Connect System.

In Short

• Develop visual process flows for AWS Connect CCaaS support and operations.
• Develop documentation around architectural diagram workflows.
• Create standardized troubleshooting playbooks for the CCaaS support team.
• Build How-To's and knowledge documents for helpdesk and internal teams.
• Document alert resolution steps.
• Analyze ServiceNow incidents, RCAs, and past events for documentation.
• Execute mock troubleshooting sessions with operations support team members.
• Enhance and organize existing documents and knowledge articles.

Requirements

• Undergraduate degree or equivalent experience.
• 4+ years of IT experience.
• 4+ years of technical writing experience.
• 4+ years of experience using MS Word, Excel, Project, SharePoint, Visio/Drawio.

Benefits

• Medical/Dental/Vision/Life Insurance.
• Paid holidays plus Paid Time Off.
• 401(k) plan and contributions.
• Long-term/Short-term Disability.
• Paid Parental Leave.
• Employee Stock Purchase Plan.