Amazon Connect and ACGR Technical Writer

Technical Writer Amazon Connect & ACGR

We are seeking a detail-oriented and experienced Technical Writer to create and maintain comprehensive documentation for Amazon Connect and Amazon Connect Global Resiliency (ACGR). The ideal candidate will have a strong background in technical writing, especially within cloud-based contact center solutions, and will produce high-quality documentation related to performance, configuration, testing, and disaster recovery (DR) plans.Key Responsibilities
• Documentation Development: Create, update, and maintain detailed documentation for Amazon Connect and ACGR, covering performance metrics, configuration, testing procedures, and DR plans.
• Technical Communication: Translate complex technical concepts into clear, concise, and accessible documentation for both technical and non-technical audiences.
• Cross-Functional Collaboration: Work closely with engineering, operations, and product teams to gather inputs, understand system architecture, and ensure documentation accuracy.
• Performance Metrics: Document performance KPIs and monitoring strategies to support operational visibility and scalability.
• Configuration Guides: Develop in-depth setup and configuration manuals with step-by-step instructions and best practices for Amazon Connect and ACGR environments.
• Testing Plans: Draft and maintain testing protocols including functional, load, and failover testing.
• Disaster Recovery: Author DR plans outlining critical procedures to ensure business continuity and rapid recovery during outages or failures.
• Continuous Improvement: Regularly review and update content based on technology changes and stakeholder feedback to ensure relevancy and usability.

Required Skills & Qualifications
• Proven experience as a technical writer in a cloud or enterprise environment (preferably AWS/Amazon Connect).
• Strong understanding of contact center architectures, cloud technologies, and documentation tools (e.g., Confluence, Markdown, Visio).
• Excellent written and verbal communication skills.
• Ability to collaborate with cross-functional technical and non-technical teams.
• Familiarity with Amazon Connect Global Resiliency (ACGR) or related enterprise DR planning tools is a strong plus.

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