Technical Writer – Amazon Connect (IRMAC)

Technical Writer – Amazon Connect (IRMAC)
SDV International | San Antonio, TX or Falls Church, VA
Contingent upon contract award

About the Role

SDV International is seeking an experienced Technical Writer to support an Amazon Connect contact center program within the Military Health environment. This position is contingent upon contract award.

The Technical Writer will create, manage, and deliver high-quality documentation, standard operating procedures, and system artifacts that enable users to implement and use Amazon Connect’s AI-powered contact center features. The role focuses on translating complex technical concepts into clear, user-friendly guides for developers, IT professionals, and end users. It also includes building and maintaining Risk Management Framework (RMF) artifacts to sustain the system’s Authority to Operate (ATO).

Responsibilities

• Create and maintain comprehensive technical documentation, including API references, developer guides, user guides, SOPs, and FAQs
• Lead the design and delivery of documentation lifecycles, establishing content standards and roadmaps, particularly for new feature launches
• Build, edit, and maintain RMF artifacts needed to sustain the system ATO for the GSC Amazon Connect GovCloud IVR solution
• Work directly with software engineers, product managers, and Amazon Connect teams to understand complex cloud computing concepts and AWS services
• Use AI tools and automation to streamline documentation workflows and analyze user feedback to improve content
• Serve as the voice of the customer, influencing system improvements and ensuring documentation addresses users’ real-world tasks

Skills

• Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook)
• Proven experience with contact center tools and technologies
• Strong customer service and communication skills
• Ability to develop professional training content
• Excellent written and spoken English

Requirements

• U.S. Citizenship required
• Active Public Trust clearance or the ability to obtain one
• Minimum 8 years of progressive experience in technical writing roles
• Master’s degree in an IT or math-related field, or equivalent experience

Preferred Qualifications

• Experience in Military Health environments
• Familiarity with the ServiceNow (MHSSHD) ITSM ticketing system

SDV INTERNATIONAL is an essential business. The health and safety of our team members is our highest priority, so together with our clients, we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. This may include periodic site visits for teleworkers and remote workers. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends.

All teleworkers and remote workers will be required to adhere to SDV INTERNATIONAL’s Remote Work Policy.

Diversity creates a healthier atmosphere: SDV INTERNATIONAL is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

SDV INTERNATIONAL is a drug-free workplace. Candidates may be required to pass a drug test before beginning employment.

Job Type: Full-time

Pay: From $66,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• How have you used contact center data (transcripts, sentiment, call analytics) to identify customer intents or improve knowledge content?
• Which AWS services have you worked with (e.g., Lambda, Transcribe, Comprehend), and in what capacity?
• Describe your experience with content tagging, metadata management, or content lifecycle management.
• Have you tracked metrics such as AHT or FCR? Give an example of how knowledge base changes affected those metrics.
• Do you currently hold an active Public Trust clearance? If not, are you able to obtain one?
• Are you a US citizen and authorized to work for the Federal Government?
• Describe your hands-on experience with Amazon Connect. Which features have you worked w…