Job Description

Who we are Join Cisco's Webex Contact Center team as we forge the path to exceptional customer experiences. We're blending cutting-edge technologies across cloud services, artificial intelligence, machine learning, and advanced analytics to empower global brands in revolutionizing their customer engagement. Our platform is a hub of innovation, integrating seamless connectivity and messaging solutions that are vital for fostering intelligent interactions. As part of our team, you'll chip into a product suite that's already captivated over thousands of customers, driving the industry forward and delivering sensible, scalable customer and employee experiences with the speed of the cloud. What You'll Do As an Information Architect for the Webex Contact Center product, your mission will be to structure and organize technical documentation that empowers users to harness the full potential of our platform. You will craft intuitive and accessible content frameworks that enable customers and partners to easily navigate and understand the expansive features of our cloud-based contact center solutions. By integrating AI, machine learning, and advanced analytics into our documentation strategy, you will play a pivotal role in delivering clear, coherent, and user-focused resources that align with Cisco's commitment to building superior customer experiences. Your expertise will ensure that our documentation is not only a repository of information but a robust, interactive tool that enhances the user journey at every touchpoint. Who You'll Work With As a key member of our team, you will be surrounded by a dynamic group of professionals dedicated to crafting exceptional technical content for the Webex suite of products. Here's who you'll work with: • Product Managers: They will provide insights into our customers and partners, helping you develop solutions that address their specific needs and aspirations.
• User Experience Designers: These creative experts will craft the user experience journey, supplying you with mockups for intuitive user interfaces.
• Technical Architects/Engineers: These are the innovators who will be designing and developing the software, ensuring that your contributions are in sync with the latest technological advancements.
• Field Teams: Including customer and partner success teams, as well as technical assistance support, these professionals will offer real-world feedback and insights into user requirements.
• Technical Writers: You will join forces with writers who are focused on creating and refining the product documentation across the entire Webex product lines
• Leader of Digital Content: Acting as your coach and mentor, the Leader of Digital content will ensure you can dedicate your energy to what you're passionate about-delivering top-notch technical content for our users

Who You Are An innovative Information Architect driven by the challenge of simplifying complex technical content. You are a strategic thinker and a skilled communicator, passionate about delivering intuitive and engaging documentation. Collaborative in nature, you thrive in team environments, working alongside professionals from various disciplines to ensure our documentation meets the highest standards. You're a mentor eager to share your knowledge and a lifelong learner dedicated to adopting the latest tools and best practices in the field of technical communication. In our team, your expertise will be key to enhancing the user experience with the Webex Contact Center, making every interaction with our documentation clear, accessible, and effective. You will contribute to the team in the following ways: As an Information Architect where you will be instrumental in shaping the information landscape of Webex Contact Center documentation. Your responsibilities will include: • Designing and leading a user-centric information architecture for our technical product documentation, ensuring seamless and intuitive user experiences.
• Collaborating with cross-functional teams to produce precise and accessible documentation that upholds Cisco's high standards and addresses user requirements.
• Developing a scalable content organization system, using taxonomy, categorization, and metadata to improve findability and user engagement.
• Creating and upholding documentation standards through templates and style guides to ensure uniformity and high quality across all materials.
• Conducting user research and usability testing to continually refine our documentation approach and enhance content effectiveness.
• Utilizing analytics to monitor documentation engagement and inform strategies for ongoing improvement to meet dynamic customer needs.
• Ensuring documentation evolves in tandem with product updates and integrating documentation strategy into the product development lifecycle.
• Mentoring and training the technical writing team to maintain quality standards and encouraging continuous learning and adaptation to new content technologies and tools.
• Engaging in UX copyediting and user experience research to deliver superior content across all platforms, informed by competitive analysis and direct customer feedback.
• Crafting innovative solutions to customer challenges and empowering junior writers to create content that truly resonates with user needs.

Experience required: We are seeking a seasoned Information Architect with a great foundation in technical communication and a passion for simplifying complex systems. This role requires an individual with an exceptional blend of academic knowledge and practical experience, capable of crafting user-centric documentation that resonates with a diverse audience. Key Qualifications: • Holds a Bachelor's or Master's degree in Information Science, Technical Communication, or Computer Science.
• Possesses a minimum of 3 to 5 years of professional experience in information architecture, along with 10 years in the art of technical writing.
• Demonstrates a validated ability to simplify complex technical concepts and functionality into clear, intuitive, and user-centric documentation.
• Skilled in demonstrating industry-standard documentation tools (such as XML/DITA, HTML, Markdown, Oxygen), content management systems, and online help platforms.
• Has a keen eye for detail and excellent communication skills, necessary for leading multiple documentation projects and ensuring quality and coherence across various customer touchpoints.
• Exhibits a strong background in UX copyediting and user experience research-crucial for creating content that enhances both desktop and mobile interfaces.
• Capable of solving customer issues with creative and effective documentation solutions, and adept at gathering direct customer feedback to continuously refine content.
• Willing to mentor and elevate junior technical writers, instilling standard methodologies and a user-focused approach to technical documentation.
• Showcases a robust portfolio that demonstrates expertise in creating structured, engaging, and accessible technical documentation.

Desirable skills: • Contact center or networking or telecommunications domain expertise
• Working knowledge of JIRA, Confluence, GIT
• Familiarity with Webex product suite
• Creating Graphic-based content, including videos, animation, animated GIFs or high-quality static images

Why Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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Message to applicants applying to work in the U.S. and/or Canada:



When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.


Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:


.75% of incentive target for each 1% of revenue attainment up to 50% of quota;


1.5% of incentive target for each 1% of attainment between 50% and 75%;


1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.


For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.