AI Customer Software Support Strategist (HYBRID Woodbridge, ON)

PerkinElmer; Vaughan; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading analytical services provider is seeking an AI/AR Strategist to design advanced web-based help platforms for laboratory instruments. You will work with cross-functional teams to revolutionize customer interactions, leveraging skills in HTML, UI/UX, and AI integration. The position offers a hybrid work model with three days on-site in Ontario, Canada.

Qualifications

• Advanced proficiency in HTML and XML authoring, understanding of modular content.
• Ability to design intuitive, engaging user experiences.
• Familiarity with Agile/Scrum methodologies.

Responsibilities

• Design and develop a web-based, customer-facing help platform.
• Partner with software teams to integrate the platform into comprehensive solutions.
• Establish processes for integrating AI into technical authoring.

Skills

HTML skills

UI/UX design

AI literacy

Project management

Attention to detail

Education

Bachelor’s degree in a science/engineering related discipline

Tools

MadCap Flare

Jira

Job description

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. Additional information is available atwww.perkinelmer.com .

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. You will be instrumental in shaping the future of product support in a dynamic scientific and engineering environment. 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.

Location: Hybrid Remote - on site in Woodbridge, ON Canada T, W and R and remote M/F. More frequent on-site days per week can happen if workload or projects demand it.

Responsibilities

• Use your advanced skills in HTML, UI/UX, and AI literacy to design and develop an intuitive web-based, customer-facing help platform which enables customers to use our portfolio of laboratory instrument systems effectively and efficiently.
• Partner directly 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 beyond conventional documentation.
• Develop and implement processes for modular, single-sourced content creation, leveraging HTML/XML-based authoring environments.
• Boost efficiency by strategically connecting various APIs such as DeepL to Lingo in order to automate and streamline the content creation and delivery process.
• Collaborate with global cross-functional teams, ensuring effective communication and coordination directly in step with the product development lifecycle.

Basic Qualifications

• Bachelor’s degree required in a science/engineering related discipline.
• Advanced and demonstrated proficiency in HTML and XML authoring, with a strong understanding of modular content and single-sourcing methodologies.
• Proven AI literacy and a clear vision for integrating AI into technical communication workflows.
• Strong UI/UX design principles with an emphasis on creating intuitive, engaging, and accessible user experiences.
• Experience implementing meta tags and structured content focused on providing key information to an AI chatbot to enhance AI driven support.
• Familiarity with embedding multimedia into web-based help content.
• Ability to work cross-functionally and collaboratively in a global, fast-paced environment.
• Exceptional time management and organization skills including proficiency in managing and tracking projects using Jira.
• Detail-oriented with excellent 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 using MadCap Flare and its suite of products.
• A forward-thinking mindset with a desire to move beyond conventional technical writing and embrace web-based, interactive solutions.
• Experience working within a scientific or engineering domain, particularly with spectroscopy and chromatography analytical laboratory instruments is highly preferred.

PerkinElmer is committed to creating a diverse environment and is proud to be 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. PerkinElmer is committed to a culturally diverse workforce.