Five9

Information Architect

Five9

full-time

Posted on:

Location Type: Hybrid

Location: Porto • Portugal

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Tech Stack

AEMServiceNow

About the role

  • 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.

Requirements

  • 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
Benefits
  • Five9 Shares
  • Bonus Scheme
  • 10% Flexi Benefit
  • Meal Allowance
  • Medical Insurance
  • Life Insurance
  • 25 day Annual Leave + Public Holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Information ArchitectureContent DesignUX WritingTechnical WritingContent ModelsTaxonomy SystemsStructured Authoring FrameworksSearch OptimizationMetadata DesignContent Chunking
Soft Skills
FacilitationCollaborationStakeholder InfluenceMentoring