Technical Content Manager, Amazon Connect
Amazon Web Services•Published 19 hours ago•First seen 1 hours ago
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.
Key job 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
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
USA, NY, New York - 124,900.00 - 178,100.00 USD annually
USA, WA, Seattle - 113,600.00 - 160,000.00 USD annually
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.
Key job 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
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Basic Qualifications
- 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
Preferred Qualifications
- 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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NY, New York - 124,900.00 - 178,100.00 USD annually
USA, WA, Seattle - 113,600.00 - 160,000.00 USD annually