CCaaS Observability Technical Writer (remote)

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 roleu2019s 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: u00b7 Develop visual process flows for AWS Connect CCaaS support and operations u00b7 Develop documentation around architectural diagram work flows u00b7 Create standardized troubleshooting playbooks for CCaaS support team u00b7 Build How-To's and knowledge documents for helpdesk and internal teams u00b7 Document alert resolution steps u00b7 Analyze ServiceNow incidents, RCAs and past events to extract knowledge objects for documentation u00b7 Work closely with operations support team members to execute mock troubleshooting sessions u00b7 Enhance and organize existing documents, knowledge articles, playbooks etc. to agreed standards and format Required Qualifications: u00b7 Undergraduate degree or equivalent experience u00b7 4+ years of IT experience u00b7 4+ years of technical writing experience u00b7 4+ years of experience using MS word, excel, project, SharePoint, visio/drawio Preferred Qualifications: u00b7 Experience using MKDocs u00b7 CCaaS Industry experience u00b7 Experience using GitHub Salary and Other Compensation: Applications will be accepted until 08/15/2025. The annual salary for this position is between $112,500u2013 $132,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizantu2019s discretionary annual incentive program, based on performance and subject to the terms of Cognizantu2019s 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 Cognizantu2019s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizantu2019s applicable plans. Applications will be received by August 25th, 2025. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: u2022 Medical/Dental/Vision/Life Insurance u2022 Paid holidays plus Paid Time Off u2022 401(k) plan and contributions u2022 Long-term/Short-term Disability u2022 Paid Parental Leave u2022 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. #LI-AS5 IND123 #CBCognizant 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.

Created: 2025-07-30