Senior Technical Writer

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Summary 

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. 

 
Key Responsibilities: 

• 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.  Develop and enforce technical documentation standards, ensuring clarity, consistency, and adherence to best practices. 
• 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. 
• Produce benchmarking data describing the capacities of features and platform overall.  
• Regardless of management and reporting this individual will be integral to the Product & Technology team and part of the overall software development lifecycle. 

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. 

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Simplify360 India Private Limited (a Nextiva Group Company)