Information Systems Architect

Information Architect – Customer Experience Operations (Contract) Location: Remote | Level: Mid-Level | Duration: 6-Month Contract Role Overview This role supports enterprise AI and self-service initiatives by structuring, organizing, and untangling large-scale digital help content and data. The focus is Information Architecture and Customer Experience, not software development or content creation. The Information Architect will design frameworks that connect content, customer behavior, and AI-enabled experiences across the organization. Core Responsibilities • Design and implement information architecture frameworks for digital help and support ecosystems • Conduct discovery and analysis to inform content structure and taxonomy • Organize large, complex information sets across multiple business units • Build scalable structures that support AI, LLMs, chat, and self-service solutions • Act as the connective layer across CX, Analytics, and Communications teams • Support Help Center consolidation and cross-brand standardization • Define engagement measurement frameworks for digital and assisted support MUST-HAVE Qualifications (Non-Negotiable) • Strong Information Architecture experience (primary skill) • Background in Customer Experience and Human-Centered Design • Proven ability to structure complex digital content and data ecosystems • Clear understanding of digital customer navigation and behavior • Experience in digital-first environments (not physical CX) • Background in communications, analytics, or both • Ability to independently define problems and deliver structured solutions • 5–7 years of relevant experience Nice to Have • Exposure to AI, LLMs, conversational interfaces, or agentic systems • UX Architecture or UX Design experience • Content architecture background Role Details • Individual contributor; no people management • Minimal to no collaboration with engineering teams • Cross-functional partnership with CX, Analytics, and Communications #Workwolf Apply tot his job