CallCenterNinjaOverview
As an AI Documentation Transformation Consultant, you will lead the modernization of our user documentation operating model across our cybersecurity product portfolio.
You will assess our current documentation processes, tools, governance, and content lifecycle, then design and establish the foundation for a scalable, AI-assisted approach that improves efficiency, consistency, and quality while maintaining rigorous standards for technical accuracy and accountability.
Scope of Work:
Assess current state of user documentation across processes, workflows, tooling, governance, and content health.
Design a future-state user documentation operating model that leverages AI to improve content creation, maintenance, reuse, and governance.
Establish user documentation standards, information architecture, taxonomy, metadata, versioning, and content lifecycle practices.
Identify and pilot high-value AI use cases across drafting, summarization, content reuse, maintenance, and knowledge management.
Evaluate and recommend improvements to user documentation platforms, workflows, and integrations.
Define governance frameworks, ownership models, review processes, and content health metrics.
Partner with Product, Engineering, Support, and Technical Writing teams to drive adoption and enable new ways of working.
Deliver recommendations, implementation roadmaps, playbooks, and practical solutions that can be sustained beyond the engagement.
Expected Outcomes:
A documented AI-first future-state documentation operating model.
A defined end-to-end content lifecycle framework covering creation, review, approval, publication, maintenance, measurement, archival, and retirement.
Pilot AI-assisted workflows with recommendations for broader adoption.
Clear governance, ownership, accountability, and content standards.
A standardized approach to information architecture, taxonomy, metadata, and content reuse.
Tooling and process recommendations to improve efficiency, consistency, and maintainability.
Documentation health metrics and a framework for measuring ongoing success.
Technical writing teams enabled with the processes, guidance, and training required to sustain and evolve the new operating model.
A prioritized roadmap for continued implementation following the engagement
Ideal Profile
You are someone who combines expertise in documentation, content operations, knowledge management, and AI-enabled transformation.
For this role, you bring:
7+ years of experience in technical documentation, content operations, knowledge management, or related consulting roles.
Proven experience transforming documentation or content operations programs.
Experience implementing AI-assisted content workflows, knowledge management solutions, or enterprise content strategies.
Strong understanding of content governance, information architecture, taxonomy, metadata, and content lifecycle management.
Experience working with documentation and knowledge management platforms such as Confluence, MadCap Flare, SharePoint, Document360, or similar tools.
Strong stakeholder management, facilitation, and change management skills.
Experience working with highly technical products, enterprise SaaS platforms, or cybersecurity solutions is preferred.
At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.
The base salary for this position is $92,250 to $131,786 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
The deadline to apply for this position is: 6/30/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.
As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.
Physical and Mental Requirements
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:
English: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
Spanish: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRightsSp6.12.pdf
Accommodation
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
For further information on available work states and Equal Employment Opportunity as an applicant, please visit: https://jobs.concentrix.com/north-america-equal-employment-opportunity-information/
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#WFH
Physical and Mental Requirements:
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity:
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:
· English
· Spanish
Accommodation:
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence:
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization:
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE