Technical Writer

Our client is proud to provide innovative communication systems and applications in the communications industry, to help companies all over the world to deliver excellent customer service and to maximise the value of working together. The Company provides everything from initial deployment to scaling the operation.

This role is a hybrid working arrangement, requiring once a week in the office.

We seek a skilled Technical Writer to join our team in the field of VoIP telephony, cloud telephony, and contact centre solutions. You will play a crucial role in creating high-quality documentation and user guides to help our customers effectively use our products and services. Your expertise in the telecommunications industry, specifically in VoIP telephony, cloud telephony, and contact centre domains, will be essential to produce clear, concise, and accurate technical content (e.g. contextual help within the software, user manuals, ‘how to’ guides, product release and maintenance notes, etc.).

Responsibilities

1. Documentation creation: Collaborate with cross-functional teams, including product managers, engineers, and subject matter experts, to gather information and create comprehensive technical documentation, user guides, and online help resources.
2. Content development: Develop clear, accurate, and user-friendly content that explains complex technical concepts related to VoIP telephony, cloud telephony, and contact centre solutions. This includes product overviews, installation guides, contextual help, configuration manuals, troubleshooting guides, and API documentation.
3. Content maintenance: Ensure existing documentation is up to date, accurate, and relevant. Regularly review and update the content to reflect changes in product features, functionality, and industry best practices.
4. Documentation standards: Establish and enforce documentation standards, guidelines, and templates to maintain consistency and improve the overall quality of technical content.
5. User experience enhancement: Collaborate with UX designers and product teams to improve the user experience by providing input on user interface text, terminology, and instructional materials.
6. Quality assurance: Conduct thorough reviews and edits of technical documentation to ensure clarity, accuracy, and adherence to style guidelines.
7. Knowledge transfer: Work closely with subject matter experts and technical teams to acquire an in-depth understanding of complex technical concepts and effectively translate them into user-friendly documentation.
8. Customer support collaboration: Collaborate with customer support teams to understand common customer pain points and incorporate them into the documentation to address frequently asked questions and provide troubleshooting solutions.
9. Continuous learning: Stay updated with the latest trends and advancements in VoIP telephony, cloud telephony, and contact center domains. Attend relevant online training sessions, webinars, and conferences to enhance your knowledge and skills.
10. Documentation feedback: Collect and incorporate feedback from customers, support teams, and stakeholders to improve the clarity and usability of technical documentation.

Qualifications

• Bachelor's degree in a relevant field such as Technical Writing, Communications, Computer Science, or a related discipline. Equivalent work experience will also be considered.
• Proven experience as a Technical Writer, preferably in the VoIP telephony, cloud telephony, or contact centre domains.
• Strong understanding of VoIP telephony, cloud telephony, and contact centre technologies, standards, and protocols.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear and concise documentation.
• Proficiency in using authoring tools, such as Adobe FrameMaker, MS Office, or similar tools.
• Familiarity with content management systems and version control systems.
• Attention to detail and ability to work independently with minimal supervision.
• Strong organizational skills, with the ability to manage multiple documentation projects simultaneously and meet deadlines.
• Experience working in an Agile development environment is a plus.
• Basic knowledge of HTML, XML, and CSS for online documentation is desirable.
• Familiarity with graphic editing software and the ability to create visual aids, screenshots, and diagrams is a plus.

Please ignore any references to salary as the client has requested that they will remunerate the candidate according to their experience.