CCaaS Observability Technical Writer

Overview

Accepts corp to corp applications

Skills

CCAAS
technical writer

Job Details

Project Summary:

The candidate will support the implementation of an AWS Connect Contact Center as a Service (CCaaS) platform. As part of the initiative, they will be responsible for creating and documenting comprehensive playbooks and knowledge materials related to monitoring, alerting, and troubleshooting the AWS Connect system. The role involves close collaboration with a team of 5 Contact Center Operational Support Specialists, who will contribute operational knowledge to ensure the documentation is accurate, actionable, and aligned with production support needs.

Job Title:

CCaaS Observability Technical Writer

Primary Responsibilities:

  • Create visual process flows and architectural documentation for AWS Connect support operations

  • Develop standardized troubleshooting playbooks for the CCaaS support team

  • Write clear and user-friendly "How-To" guides and knowledgebase articles

  • Document alerting and resolution procedures for operational issues

  • Review ServiceNow incidents, RCAs, and historical events to identify key knowledge items

  • Conduct mock troubleshooting sessions with support teams to validate playbooks

  • Audit and enhance existing documentation to meet quality, format, and governance standards

Required Qualifications:

  • Undergraduate degree or equivalent experience

  • 4+ years of experience in IT

  • 4+ years of technical writing experience

  • Strong proficiency in:

    • Microsoft Word, Excel, Project

    • SharePoint, Visio or Draw.io

Preferred Qualifications:

  • Experience using MKDocs for documentation publishing

  • Prior experience in CCaaS (Contact Center as a Service) environments

  • Experience using GitHub for version-controlled documentation

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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