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. 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
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.
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.
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.
Documentation standards: establish and enforce documentation standards, guidelines,
and templates to maintain consistency and improve the overall quality of technical
content.
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.
Quality assurance: conduct thorough reviews and edits of technical documentation to
ensure clarity, accuracy, and adherence to style guidelines.
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.
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.
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.
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.
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