Technical Writer - Remote

Overview

The Technical Writer will play a key role in our Product Documentation team. The role will work cross-functionally with key stakeholders in Product, Technology, Marketing, Sales, and Training and will be responsible for creating and maintaining high-quality technical documentation for various products and services for both internal and external users.

In Short

• Balance closing the existing product documentation gaps with keeping current on new documentation needs.
• Measure the engagement of the documentation and determine where to invest to improve metrics.
• Coordinate cross-functionally and align day-to-day priorities with Product delivery and Product strategy.
• Collaborate with internal teams, including product managers, developers, and operational teams, to translate technical concepts into user-friendly content.
• Participate in Product Manager and Design reviews to ensure documentation reflects features releasing/ released.
• Work with other Technical Writers to refine and develop systems and procedures to enhance the productivity of our Technical Writer team and scale their impact.
• Stay up-to-date with emerging technologies, tools, and platforms in the areas of architecture, transaction processing, and telephony systems to continuously improve documentation quality.
• Include in documentation: applicable screenshots with labels and deep descriptions, logical flow diagrams, decisioning algorithms, rule engines, and their integration with business processes.
• Provide use cases to illustrate the purpose of features, their benefit to the user and how to implement.
• Produce well-written release notes on new features calling out interdependencies and replacement of previous capabilities.

Requirements

• Bachelor’s degree in Technical Writing, Computer Science, related field, or equivalent work experience.
• 5-7 years of experience in technical writing in a software development environment.
• Technical domain expertise, Contact Center, Customer Experience, Telephony Systems: Experience creating and maintaining technical content related to telephony infrastructure, including call flow, routing, VoIP protocols, bot driven chat, social media.
• Strong written and spoken communication skills.
• Expertise working closely with engineering and product teams as well as all company departments to produce and maintain a robust set of Product documents.
• Deep understanding of products, product development lifecycle and release management methods.

Benefits

• Medical insurance coverage for employees and their families.
• Group Term & Group Personal Accident Insurance.
• 15 days of Privilege leaves, 6 days of Paid Sick leave, and 6 days of Casual leave per year.
• Paid 26 weeks of Maternity leaves and 1 week of Paternity leave.
• Employee Assistance Program and comprehensive wellness initiatives.
• Access to ongoing learning and development opportunities.