Technical Writer(Contact Center exp.)

We are seeking a Technical Writer/Business Analyst(AWS Connect) to support a global initiative to enhance the operational excellence of an AWS Connect Contact Center as a Service (CCaaS) platform. You will play a key role in creating a centralized knowledge repository and enabling seamless support for mission-critical contact center operations. The focus is on building standardized documentation, playbooks, and process flows that empower the support team to resolve issues efficiently and ensure consistent service delivery.Responsibilities:Develop visual process flows for AWS Connect CCaaS support and operations.Create standardized troubleshooting playbooks for the CCaaS support team.Build how-to guides and knowledge documents for helpdesk and internal teams.Document alert resolution steps to streamline issue remediation.Analyze ServiceNow incidents, RCAs, and historical events to extract and formalize knowledge objects for documentation.Work closely with operations support team members to execute mock troubleshooting sessions.Enhance and organize existing documents, knowledge articles, and playbooks to align with agreed standards and formats.