Technical Product Writer

Product Management Salt Lake City, Utah


Description

Technical Product Writer

As a Technical Product Writer, you will be responsible for the preparation, review, revision, and maintenance of technical documents including software and systems, process, operations, and user documentation. You will write and edit technical documentation for CXone Expert (MindTouch) to include setup, configuration, release, and how-to documentation. Collaborating with the Product, Customer facing, and Engineering teams, the Technical Writer will maintain and update, knowledge base content and assist with outbound product documentation.

What you'll do in this role:
  • Create helpful, scalable documentation for people learning to use CXone Expert products and tools.
  • Create training videos of new features walk throughs for internal team explanation.
  • Collaborate with product managers and other stakeholders to continuously improve existing documentation based on customer feedback and user research.
  • Review and edit content for all new and enhanced features.
  • Produce content for using CXone Expert features, including contextual content that clarifies why and when a user might use a feature or workflow.
  • Help developers and other members of the community who have documentation-related questions.
  • Identify and address content gaps or the need for additional media such as diagrams or videos.
  • Help review and triage incoming suggestions, corrections, and other content from the CXone Expert community.
  • Contribute to the improvement of team process and style, as well as cross-functional efforts.
  • Develop platform help, procedures, technical briefs, and operational guides.
You Should Apply If You Have:
  • Experience writing, editing, researching, and planning software documentation.
  • Excellent skills in grammar, minimalist documentation design, and effective information architecture.
  • Great teaching skills that translate into amazing written work.
  • Comfortable taking technical information and processes and converting it into easy-to-understand materials (text, images, videos).
  • Ability to work as a member of an agile development team creating and editing material for constantly updated features and functionality.
  • Ability to work on multiple assignments, while ensuring technical accuracy, adherence to documentation standards, and a timely delivery of all work products.
  • Experience creating web-based documentation.
  • 2+ years previous experience as a technical writer.
  • Degree in Technical Communication, Communications, English, or a related field.
You will start as a Super-Star if you have:
  • Knowledge-Centered Service (KCS) experience.
  • Previous knowledge management experience.
  • Familiar with HTML, XML, CSS, JSON, Design & Documentation Tools, (MadCap Flare, Sketch, Adobe etc.).
  • Remote work; especially in collaboration with others across countries and time zones.
  • Experience producing documentation for a variety of products and services.
ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, NICE Cxone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.