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. Apply Job! Apply to this Job