AI Customer Software Support Strategist (HYBRID Woodbridge, ON)

PerkinElmer; Canada; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A global analytical services provider seeks an AI Customer Software Support Strategist to design a web-based help platform integrating advanced AI technologies. This role offers a hybrid work model and requires a Bachelor's degree in a science or engineering discipline along with proficiency in HTML and UI/UX design. Ideal candidates will have experience with Jira and a strategic mindset for modern technical communication.

Qualifications

• Proven AI literacy and vision for integrating AI into workflows.
• Strong UI/UX design emphasis on intuitive user experiences.
• Ability to work cross-functionally in a fast-paced environment.

Responsibilities

• Design and develop web-based customer-facing help platform.
• Establish processes for integrating AI into technical authoring.
• Collaborate with cross-functional teams during product development.

Skills

HTML proficiency

UI/UX design principles

AI literacy

Time management

Detail-oriented

Education

Bachelor’s degree in a science/engineering related discipline

Tools

Jira

MadCap Flare

Job description

Working at PerkinElmer | Jobs and Careers at PerkinElmer

AI Customer Software Support Strategist (HYBRID Woodbridge, ON)

Location: Hybrid Remote - on site in Woodbridge, ON Canada

Job ID: REQ-055631

The Company

PerkinElmer is a global analytical services and solutions provider with offerings including the leading OneSource Field and Laboratory services management business that supports the biopharma, food, environmental, safety, and applied end markets to accelerate scientific outcomes. Since 1937, PerkinElmer has served as a trusted partner in laboratory analysis and management and today complements its service offerings with a broad portfolio of atomic spectroscopy, molecular spectroscopy, and chromatography instruments, consumables, and reagents. With a dedicated team of more than 5,000 members, the Company serves customers in more than 35 countries.

Purpose

PerkinElmer is seeking an innovative and experienced AI/AR Strategist to spearhead the integration of cutting-edge technologies into our customer-facing product information. This role is pivotal in revolutionizing how our customers interact with our laboratory instrument systems as you will design and develop advanced, interactive web-based help platforms. This position offers a hybrid work model of 3 days/week in office and 2 days remote, reporting to PerkinElmer’s R&D organization based in Shelton, CT USA and Woodbridge, ON Canada.

Responsibilities

• Use advanced skills in HTML, UI/UX, and AI literacy to design and develop an intuitive web-based, customer-facing help platform.
• Partner with software development teams to integrate the help platform into the comprehensive software solution.
• Establish and implement processes for integrating AI into the technical authoring process, optimizing workflows and content generation.
• Develop and implement processes for modular, single-sourced content creation, leveraging HTML/XML-based authoring environments.
• Connect various APIs to automate and streamline content creation and delivery.
• Collaborate with global cross-functional teams, ensuring effective communication and coordination with the product development lifecycle.

Basic Qualifications

• Bachelor’s degree in a science/engineering related discipline.
• Proficiency in HTML and XML authoring, with understanding of modular content and single-sourcing methodologies.
• Proven AI literacy and a vision for integrating AI into technical communication workflows.
• Strong UI/UX design principles with emphasis on intuitive, accessible user experiences.
• Experience implementing meta tags and structured content for AI chatbot support.
• Familiarity with embedding multimedia into web-based help content.
• Ability to work cross-functionally in a global, fast-paced environment.
• Time management and organizational skills, including proficiency with Jira.
• Detail-oriented with strong problem solving and communication skills.
• Familiarity with Agile/Scrum methodologies.
• Native level fluency in written and spoken English.

Preferred Characteristics

• Mid to expert level experience with MadCap Flare and related products.
• Forward-thinking mindset to move beyond conventional technical writing toward web-based, interactive solutions.
• Experience in a scientific or engineering domain, especially with spectroscopy and chromatography instruments, is highly preferred.

PerkinElmer is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status, or any other characteristics protected by applicable law.