CCaaS Observability Technical Writer (remote)

Cognizant; Olympia (WA); Remote; USD 112,000 - 132,000; Full time

Job summary

A technology services provider is seeking a CCaaS Observability Technical Writer to create documentation for AWS Connect systems. Responsibilities include developing troubleshooting playbooks and visual process flows, with remote work flexibility. The ideal candidate has 4+ years in IT and technical writing, along with strong skills in MS Office tools.

Benefits

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Qualifications

• 4+ years of IT experience.
• 4+ years of technical writing experience.
• Experience using MS Word, Excel, Project, SharePoint, Visio/Drawio.

Responsibilities

• Develop visual process flows for AWS Connect.
• Create standardized troubleshooting playbooks.
• Document alert resolution steps.

Skills

Technical writing

AWS Connect

MS Word

SharePoint

Education

Undergraduate degree or equivalent experience

Tools

MS Excel

MS Project

Visio/Drawio

GitHub

MKDocs

Job description

CCaaS Observability Technical Writer (remote)

We are seeking an experienced CCaaS Observability Technical Writer. As part of that implementation, the candidate will be responsible for creating and documenting the playbooks related to the monitoring, alerting and troubleshooting for this AWS Connect System. They will work with a team of 5 contact center operational support specialist who will provide support for the CCaaS platform and implement the monitoring and alerting as well as the playbooks.

Work model:

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

Primary Responsibilities:

· Develop visual process flows for AWS Connect CCaaS support and operations

· Develop documentation around architectural diagram work flows

· Create standardized troubleshooting playbooks for CCaaS support team

· Build How-To's and knowledge documents for helpdesk and internal teams

· Document alert resolution steps

· Analyze ServiceNow incidents, RCAs and past events to extract knowledge objects for documentation

· Work closely with operations support team members to execute mock troubleshooting sessions

· Enhance and organize existing documents, knowledge articles, playbooks etc. to agreed standards and format

Required Qualifications:

· Undergraduate degree or equivalent experience

· 4+ years of IT experience

· 4+ years of technical writing experience

· 4+ years of experience using MS word, excel, project, SharePoint, visio/drawio

Preferred Qualifications:

· Experience using MKDocs

· CCaaS Industry experience

· Experience using GitHub

Salary and Other Compensation:

Applications will be accepted until 08/15/2025.

The annual salary for this position is between $112,500– $132,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

Salary and compensation

This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.

Applications will be received by August 25th, 2025.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.