AI Information Architect/ Content Strategist

Apply solid knowledge of information architecture principles, including user-centered design, navigation patterns, taxonomy development, metadata schemas, and content modeling.

Use AI content generation and optimization tools part of an active workflow, with an understanding of how content performs across AI-powered search and response systems.

Design and maintain taxonomy frameworks, metadata schemas, and labeling conventions that make large content libraries findable and manageable.

Analyze content systems systematically, using research, audits, usability testing, and data to identify gaps and drive measurable improvements.

Communicate and collaborate effectively across disciplines, partnering with writers, designers, product managers, and engineers to deliver cohesive user experiences.

Bring experience working in customer support environments or with support platforms such as knowledge management or case management tools.

Minimum:

$76,800.00

Maximum:

$186,200.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

Designing and maintaining information architecture deliverables including user flows, sitemaps, navigation schemas, and content models that support user-centered self-service solutions.

Leading AI content design and generation strategy, leveraging AI models to produce comprehensive, accurate, and scalable support content at speed.

Conducting user research, content audits, and stakeholder interviews to understand customer needs, business objectives, and content relationships.

Designing intuitive navigation structures and information systems that enhance discoverability and usability of content across digital support platforms.

Creating and refining taxonomies, tagging strategies, labelling conventions, and metadata schemas to support content findability and management.

Collaborating with designers on wireframes and prototypes to ensure aligned and coherent user experiences across the knowledge base and virtual agent.

Our team designs and manages the knowledge base that powers customer self-service support. We partner with content strategists, product managers, and engineers to build seamless experiences. We exist to help customers solve problems before they need to ask.