Information Architect

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.    Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together.

We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 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.   Responsibilities 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.   Qualifications 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   Benefits: Five9 Shares Bonus Scheme 10% Flexi Benefit Meal Allowance Medical Insurance Life Insurance  25 day Annual Leave + Public Holidays  Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.

The more inclusive we are, the better we are. Five9 is an equal opportunity employer.  View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.   Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Five9, Inc., together with its subsidiaries, provides cloud software for contact centers in the United States and internationally. The company offers virtual contact center cloud platform that delivers a suite of applications, which enables the breadth of contact center-related customer service, sales, and marketing functions.

Its solution enables its clients to manage these customer interactions across various channels, including voice, video, chat, email, website, social media, click-to-call,...