CCaaS Observability Technical Writer (remote)

Posted 2025-08-23
Remote, USA Full Time Immediate Start
<p class="MsoNormal"><b>CCaaS Observability Technical Writer (remote)<o:p></o:p></b></p>
<p class="MsoNormal">We are seeking an experienced CCaaS Observability Technical Writer. As part of that implementation, the candidate will be responsible for creating and documenting the playbooks related to the monitoring, alerting and troubleshooting for this AWS Connect System. They will work with a team of 5 contact center operational support specialist who will provide support for the CCaaS platform and implement the monitoring and alerting as well as the playbooks.<o:p></o:p></p>
<p class="MsoNormal"><b>Work model: <o:p></o:p></b></p>
<p class="MsoNormal">We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.<o:p></o:p></p>
<p class="MsoNormal"><b>Primary Responsibilities:</b><o:p></o:p></p>
<p class="MsoListParagraphCxSpFirst" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Develop visual process flows for AWS Connect CCaaS support and operations<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Develop documentation around architectural diagram work flows<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Create standardized troubleshooting playbooks for CCaaS support team<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Build How-To's and knowledge documents for helpdesk and internal teams<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Document alert resolution steps<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Analyze ServiceNow incidents, RCAs and past events to extract knowledge objects for documentation<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Work closely with operations support team members to execute mock troubleshooting sessions<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="text-indent: -.25in; mso-list: l3 level1 lfo2;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Enhance and organize existing documents, knowledge articles, playbooks etc. to agreed standards and format<o:p></o:p></p>
<p class="MsoNormal"><b>Required Qualifications:<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpFirst" style="text-indent: -.25in; mso-list: l1 level1 lfo4;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Undergraduate degree or equivalent experience<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l1 level1 lfo4;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->4+ years of IT experience<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -.25in; mso-list: l1 level1 lfo4;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->4+ years of technical writing experience<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="text-indent: -.25in; mso-list: l1 level1 lfo4;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->4+ years of experience using MS word, excel, project, SharePoint, visio/drawio<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--><o:p></o:p></p>
<p class="MsoNormal"><o:p>&nbsp;</o:p></p>
<p class="MsoNormal"><o:p>&nbsp;</o:p></p>
<p class="MsoListParagraphCxSpFirst"><o:p>&nbsp;</o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="margin-left: -4.5pt; mso-add-space: auto; text-indent: 4.5pt;"><b>Preferred Qualifications:<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpMiddle"><o:p>&nbsp;</o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="margin-left: -4.5pt; mso-add-space: auto; text-indent: 27.0pt; mso-list: l0 level1 lfo3;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Experience using MKDocs<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="margin-left: -4.5pt; mso-add-space: auto; text-indent: 27.0pt; mso-list: l0 level1 lfo3;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->CCaaS Industry experience<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="margin-left: 40.5pt; mso-add-space: auto; text-indent: -.25in; mso-list: l0 level1 lfo3;"><!-- [if !supportLists]--><span style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><!--[endif]-->Experience using GitHub<o:p></o:p></p>
<p class="MsoNormal"><o:p>&nbsp;</o:p></p>
<p class="MsoNormal"><b>Salary and Other Compensation:</b><o:p></o:p></p>
<p class="MsoNormal">Applications will be accepted until 08/15/2025.<o:p></o:p></p>
<p class="MsoNormal">The annual salary for this position is between $112,500– $132,000 depending on experience and other qualifications of the successful candidate.<o:p></o:p></p>
<p class="MsoNormal">This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.<o:p></o:p></p>
<p class="MsoNormal">Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:<o:p></o:p></p>
<ul style="margin-top: 0in;" type="disc">
<li class="MsoNormal" style="mso-list: l2 level1 lfo1; tab-stops: list .5in;">Medical/Dental/Vision/Life Insurance<o:p></o:p></li>
<li class="MsoNormal" style="mso-list: l2 level1 lfo1; tab-stops: list .5in;">Paid holidays plus Paid Time Off<o:p></o:p></li>
<li class="MsoNormal" style="mso-list: l2 level1 lfo1; tab-stops: list .5in;">401(k) plan and contributions<o:p></o:p></li>
<li class="MsoNormal" style="mso-list: l2 level1 lfo1; tab-stops: list .5in;">Long-term/Short-term Disability<o:p></o:p></li>
<li class="MsoNormal" style="mso-list: l2 level1 lfo1; tab-stops: list .5in;">Paid Parental Leave<o:p></o:p></li>
<li class="MsoNormal" style="mso-list: l2 level1 lfo1; tab-stops: list .5in;">Employee Stock Purchase Plan<o:p></o:p></li>
</ul>
<p class="MsoNormal"><b>Salary and compensation<o:p></o:p></b></p>
<p class="MsoNormal">This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.<o:p></o:p></p>
<p class="MsoNormal"><b><o:p>&nbsp;</o:p></b></p>
<p class="MsoNormal"><b>Applications will be received by August 25th, 2025. <o:p></o:p></b></p>
<p class="MsoNormal"><b>Benefits:</b> Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:<o:p></o:p></p>
<p class="MsoNormal">•<span style="mso-tab-count: 1;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span>Medical/Dental/Vision/Life Insurance<o:p></o:p></p>
<p class="MsoNormal">•<span style="mso-tab-count: 1;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span>Paid holidays plus Paid Time Off<o:p></o:p></p>
<p class="MsoNormal">•<span style="mso-tab-count: 1;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span>401(k) plan and contributions<o:p></o:p></p>
<p class="MsoNormal">•<span style="mso-tab-count: 1;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span>Long-term/Short-term Disability<o:p></o:p></p>
<p class="MsoNormal">•<span style="mso-tab-count: 1;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span>Paid Parental Leave<o:p></o:p></p>
<p class="MsoNormal">•<span style="mso-tab-count: 1;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span>Employee Stock Purchase Plan<o:p></o:p></p>
<p class="MsoNormal"><b>Disclaimer:</b> The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.<o:p></o:p></p>
<p class="MsoNormal"><b><span style="color: white; mso-themecolor: background1;">#LI-AS5<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color: white; mso-themecolor: background1;">IND123<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color: white; mso-themecolor: background1;"><span style="mso-spacerun: yes;">&nbsp;</span>#CB<o:p></o:p></span></b></p>
<p class="MsoNormal"><o:p>&nbsp;</o:p></p>
<p class="MsoNormal"><o:p>&nbsp;</o:p></p>
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