InDepth Engineering Solutions

Job Summary:
InDepth Engineering Solutions is seeking an Instructional Designer / Knowledge Content Specialist who will be responsible for designing and maintaining user-centered process documentation and knowledge assets. This role involves transforming complex processes into intuitive content for both internal and customer-facing channels, ensuring all knowledge artifacts are accurate and accessible.
Responsibilities:
• Develop and maintain human-readable Standard Operating Procedures (SOPs) and Work Instructions (WIs)
• Translate complex workflows into clear, structured, and easy-to-follow content
• Ensure documentation aligns with process maps and operational intent
• Apply ISO-aligned document control standards (versioning, ownership, updates)
• Create and optimize content for AI chatbots and virtual assistants
• Design responses that are: Clear and conversational, Accurate and compliant, Aligned with brand voice and customer expectations
• Ensure content supports self-service and first-contact resolution
• Develop decision trees, guided workflows, and troubleshooting logic
• Structure content to help agents and customers: Navigate complex scenarios, Make accurate decisions quickly
• Collaborate with SMEs to validate logic and edge cases
• Design content with a user-first mindset (agents, customers, partners)
• Improve findability and usability of knowledge assets
• Standardize formats, templates, and naming conventions
• Identify gaps and continuously improve knowledge effectiveness
• Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow
• Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption)
• Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success
Qualifications:
Required:
• Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow.
• Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption).
• Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success.
• Portfolio or writing samples showcasing structured documentation.
• Background in instructional design, technical writing, or knowledge management.
• Role is highly focused on Project Elevate and AI-related transformation initiatives.
• Open to candidates from any industry background with strong content development and documentation expertise.
• Candidates should be prepared to discuss prior writing experience and provide examples of SOPs, work instructions, process documentation, or similar structured content.
• Virtual interview process consisting of behavioral, experience-based, and content evaluation discussions.
• Candidates may be asked to review existing documentation and explain how they would improve readability, streamline content, and enhance usability.
Preferred:
• Bachelor's Degree is preferred; however, candidates with strong relevant experience may still be considered.
• Writing samples are preferred prior to the interview and will be requested during the interview process.
• Experience with AI tools is beneficial; direct chatbot development experience is not required, but candidates should be comfortable discussing how AI-generated content can improve user experience.
• Experience with Visio and Salesforce is preferred but not required.
Company:
InDepth Engineering Solutions, a turnkey consultancy firm established in 2006, has been offering comprehensive mechanical design and engineering services. Founded in 2006, the company is headquartered in Troy, USA, with a team of 51-200 employees. The company is currently Growth Stage.