Content Architect

We are seeking a collaborative, systems-thinking Information Architect to help lead the transformation of our technical content ecosystem within the Product Content & Operations team. This role owns the structure and quality of the customer-facing help content, driving improvements to how content is organized, authored, and maintained across the product experience.

In this role, you will partner closely with Support, Marketing, and Product— to improve the quality and scalability of our help content, driving alignment on content types, templates, taxonomy, and terminology. This role combines hands-on content development with information architecture practices to improve customer experience, support outcomes, and product adoption.

• →Lead the design and implementation of information architecture within Five9’s Product Content team.
• →Define and maintain departmental content models, including information types and reusable components.
• →Establish structured templates for key information types (How-To, Concept, Reference, Troubleshooting, etc.).
• →Develop and manage taxonomy and metadata structures that improve navigation and findability.
• →Collaborate with cross-functional teams to identify alignment opportunities and reduce content divergence.
• →Conduct audits and user research to identify gaps, redundancies, and structural improvements.
• →Guide writers on adopting structured content templates and IA best practices.
• →Lead modernization and restructuring efforts for legacy documentation.
• →Influence the evolution of search and tagging strategies across the department.
• →Serve as a mentor and IA subject matter expert within the writing team.

• 5+ years in Information Architecture, Content Design, UX Writing, Technical Writing, or related roles.
• Experience creating content models, taxonomy systems, and structured authoring frameworks.
• Experience leading IA initiatives within a documentation or product content environment.
• CMS, CCMS, or knowledge systems (MadCap, Zoomin, Paligo, AEM, ServiceNow, Confluence)
• Strong skills in facilitation, collaboration, and stakeholder influence.
• Experience analyzing and modernizing legacy content at scale.
• Experience preparing content for AI-driven systems (e.g., search optimization, metadata design, or content chunking for RAG/LLM pipelines).
• Bachelor’s with approximately 12 years of professional experience or a Masters degree with approximately 8 years of professional

This is a high-impact role where you’ll establish the core systems, models, and frameworks that enable scalable, consistent, high-quality content across the Product Content team. You will shape the foundation that improves customer experience, support outcomes, and product adoption for years to come, while gaining visibility and influence across multiple content-generating groups