What you can expect

You will design the information architecture that shapes how customers find answers through self-service support. You will use AI-driven content tools to build and scale intuitive knowledge systems. You will make complex product information effortlessly discoverable.

Responsibilities

• 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. Aligning with search optimization analysts to ensure content performs well across AI-powered search, automated responses, and agentic workflow outcomes.

• Working with content strategists and technical writers to align content models with organizational standards, brand voice, and editorial guidelines. Monitoring and optimizing information architecture through usability testing, analytics, and user feedback, iterating to address gaps and improvements.

• Creating and managing governance documentation, guidelines, and processes to ensure consistency and support scalable information architecture practices over time.

What we’re looking for

• Have a Bachelors or Masters in Information Architecture, Technical Writing, User Experience (UX) Design, Content Strategy, related discipline or 3-5 years equivalent experience.

• 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.

• Translate complex information structures into clear, accessible documentation and frameworks that technical and non-technical stakeholders can act on. 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.

• Have experience with video communications, collaboration platforms, or similar technology products. Show familiarity with search engine optimization, AI-enhanced search, or content performance analytics across digital channels.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click for more information.