Who You ll Work With
As a key member of our team, you will be surrounded by a dynamic group of professionals dedicated to crafting exceptional technical content for the Webex suite of products. Heres who youll work with:
- Product Managers: They will provide insights into our customers and partners, helping you develop solutions that address their specific needs and aspirations.
- User Experience Designers: These creative experts will craft the user experience journey, supplying you with mockups for intuitive user interfaces.
- Technical Architects/Engineers: These are the innovators who will be designing and developing the software, ensuring that your contributions are in sync with the latest technological advancements.
- Field Teams: Including customer and partner success teams, as well as technical assistance support, these professionals will offer real-world feedback and insights into user requirements.
- Technical Writers: You will join forces with writers who are focused on creating and refining the product documentation across the entire Webex product lines
- Leader of Digital Content: Acting as your coach and mentor, the Leader of Digital content will ensure you can dedicate your energy to what youre passionate about-delivering top-notch technical content for our users
You will contribute to the team in the following ways:
As an Information Architect where you will be instrumental in shaping the information landscape of Webex Contact Center documentation. Your responsibilities will include:
- Designing and leading a user-centric information architecture for our technical product documentation, ensuring seamless and intuitive user experiences.
- Collaborating with cross-functional teams to produce precise and accessible documentation that upholds Ciscos high standards and addresses user requirements.
- Developing a scalable content organization system, using taxonomy, categorization, and metadata to improve findability and user engagement.
- Creating and upholding documentation standards through templates and style guides to ensure uniformity and high quality across all materials.
- Conducting user research and usability testing to continually refine our documentation approach and enhance content effectiveness.
- Utilizing analytics to monitor documentation engagement and inform strategies for ongoing improvement to meet dynamic customer needs.
- Ensuring documentation evolves in tandem with product updates and integrating documentation strategy into the product development lifecycle.
- Mentoring and training the technical writing team to maintain quality standards and encouraging continuous learning and adaptation to new content technologies and tools.
- Engaging in UX copyediting and user experience research to deliver superior content across all platforms, informed by competitive analysis and direct customer feedback.
- Crafting innovative solutions to customer challenges and empowering junior writers to create content that truly resonates with user needs.
Experience required:
We are seeking a seasoned Information Architect with a great foundation in technical communication and a passion for simplifying complex systems. This role requires an individual with an exceptional blend of academic knowledge and practical experience, capable of crafting user-centric documentation that resonates with a diverse audience.
Key Qualifications:
- Holds a Bachelors or Masters degree in Information Science, Technical Communication, or Computer Science.
- Possesses a minimum of 3 to 5 years of professional experience in information architecture, along with 10 years in the art of technical writing.
- Demonstrates a validated ability to simplify complex technical concepts and functionality into clear, intuitive, and user-centric documentation.
- Skilled in demonstrating industry-standard documentation tools (such as XML/DITA, HTML, Markdown, Oxygen), content management systems, and online help platforms.
- Has a keen eye for detail and excellent communication skills, necessary for leading multiple documentation projects and ensuring quality and coherence across various customer touchpoints.
- Exhibits a strong background in UX copyediting and user experience research-crucial for creating content that enhances both desktop and mobile interfaces.
- Capable of solving customer issues with creative and effective documentation solutions, and adept at gathering direct customer feedback to continuously refine content.
- Willing to mentor and elevate junior technical writers, instilling standard methodologies and a user-focused approach to technical documentation.
- Showcases a robust portfolio that demonstrates expertise in creating structured, engaging, and accessible technical documentation.
Desirable skills:
- Contact center or networking or telecommunications domain expertise
- Working knowledge of JIRA, Confluence, GIT
- Familiarity with Webex product suite
- Creating Graphic-based content, including videos, animation, animated GIFs or high-quality static images
