Senior Technical Writer, Amazon Connect

Job ID: | Amazon Web Services, Inc.

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

We are seeking a customer-obsessed Senior Technical Writer with experience designing, delivering, and leading documentation strategy and execution for Amazon Connect. You will drive the creation of comprehensive technical documentation using a variety of authoring tools and technologies, API references, and developer guides that enable customers to successfully implement and utilize Amazon Connect’s features and capabilities. The right person for this role has passion for learning, others’ success, excellence, and business impact. They enjoy and thrive in an innovative, dynamic organization. They are comfortable and confident in a highly ambiguous and iterative environment. This person possesses high ownership and ability to find solutions and a path forward when challenges arise. They collaborate effectively with product and engineering teams and key user groups to produce effective and trusted documentation libraries.

Key job responsibilities

• Own and drive the end-to-end documentation strategy for Amazon Connect, including information architecture, content standards, and publishing workflows
• Create high-quality technical content including API documentation, developer guides, implementation tutorials, and best practices
• Collaborate with product managers, engineers, and service teams to understand complex technical concepts and translate them into clear, accurate documentation
• Establish and maintain documentation standards and best practices across the Amazon Connect documentation portfolio
• Define and implement documentation governance frameworks
• Drive strategic documentation initiatives across multiple AWS service teams
• Serve as the technical documentation subject matter expert for Amazon Connect
• Manage multiple complex documentation tasks and projects with little or no oversight
• Lead documentation projects for major feature launches and service improvements, including re:Invent launches
• Mentor other technical writers and review their work for quality and consistency
• Drive continuous improvement initiatives for documentation processes and tools
• Partner with localization teams to ensure documentation meets global audience needs
• Innovate to improve the user experience and documentation standards
• Build and maintain productive, trust-based relationships with internal and external organizations and stakeholders, cross-functional team members, sponsors, learners and colleagues

About the team & AWS

We value diversity and inclusion, encourage candidates to apply even if they have alternative experiences, and aim to create a supportive culture. Our work/life balance initiatives support flexible hours and arrangements. We host learning and inclusion events such as Conversations on Race and Ethnicity and AmazeCon. Ongoing mentorship and career growth opportunities are available to help you develop into a better-rounded professional.

Basic Qualifications

• 5+ years of technical writing in a relevant field experience
• Bachelor's degree in Computer Science, English, Technical Writing, or a related field
• Experience as a technical editor or writer of technical documentation working with style guides
• Experience using content publishing tools to write, format, manage and publish high-quality content
• Experience with XML content and familiarity with content authoring tools
• Experience writing developer-focused documentation for cloud services or APIs
• Strong command of technical writing tools and content management systems
• Proven track record of leading complex documentation projects

Preferred Qualifications

• Experience with Contact Center technologies
• Solid understanding of AWS services and cloud computing

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $96,900/year in our lowest geographic market up to $195,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

Post date: November 11, 2025

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