Technical Writer - UC/CC

Company Overview:
We are an innovative leader in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space, delivering cutting-edge cloud-based solutions that help businesses optimize their customer service, sales, and communication operations.Our innovative platform integrates AI-driven tools and advanced communication technologies, transforming how organizations engage with customers It empowers organizations to easily manage multi-channel customer interactions while improving operational efficiency, driving business outcomes, and ultimately delivering amazing customer and employee experiences.

The Tech Writer plays a critical role in creating, organizing, and maintaining high-quality documentation that supports our CCaaS and UCaaS platform and solutions. You will collaborate with product managers, engineers, and other stakeholders to develop resources that empower customers, partners, and internal teams to effectively use and integrate our solutions. 

Key Responsibilities:

Content Developement:

• Create and maintain user manuals, API documentation, integration guides, and other technical materials for our CCaaS platform. 
• Develop onboarding resources, FAQs, troubleshooting guides, and release notes. 

Cross-Functional Collaboration:

• Work closely with product managers, developers, and QA teams to gather technical information and ensure documentation aligns with product functionality. 
• Partner with customer support and success teams to identify and address common knowledge gaps. 

Content Organization and Management:

• Structure documentation for easy navigation and comprehension, ensuring content is organized and accessible in a central repository. 
• Manage version control for documentation to reflect updates, new features, and changes in the product. 

Quality Assurance:

• Edit and proofread technical content to ensure accuracy, clarity, and consistency. 
• Conduct usability testing of documentation with internal teams and customers to improve effectiveness. 

Visual Aids Creation:

• Develop diagrams, flowcharts, and visual representations to explain complex processes and workflows. 
• Collaborate with design teams to create branded visuals and ensure documentation meets company standards. 

Technical Expertise:

• Test features and APIs to validate technical accuracy and provide feedback to product and engineering teams. 
• Maintain a strong understanding of the CCaaS industry and emerging technologies to improve documentation relevance. 
• Document best practices and reusable content patterns for product teams.
• Ensure all technical content is accurate, consistent, and adheres to established standards and style guides.
• Conduct usability testing of documentation with internal and external stakeholders to gather feedback for improvement.

Qualifications:

• Bachelor’s degree in Communications, English, Technical Writing, or a related field preferred.
  
• 3+ years of experience in technical writing, preferably in SaaS or CCaaS environments. 
• Strong portfolio showcasing user-centered writing for digital products.
• Experience working on complex systems, particularly in CCaaS, UCaaS, or AI domains.
• Experience with localization and writing for global audiences.
• Knowledge of accessibility standards (e.g., WCAG) and inclusive language.

Why Join Us?

• Innovative & Fast-Paced Environment: Work on cutting-edge solutions in the rapidly evolving CCaaS market.
• Impactful Work: Partner with high performing teams that deliver critical applications that directly supports our customers’ success and drives business growth.
• Growth Opportunities: As part of a high-growth company, there are ample opportunities to develop your career and take on new challenges.
• Collaborative Culture: Join a dynamic, customer-focused team that values collaboration, transparency, and continuous learning.

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