Technical Writer- IVR/Contact Center/Telephony
Contract W2
12 Months
No Travel Required
Remote
Depends on Experience
Cloud Destinations LLC
Fitment
Dice Job Match Score™
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Job Details
Skills
- Documentation
- Interactive Voice Response
- Technical Writing
- Specification Gathering
- Knowledge Management
- Telephony
- User Guides
- Contact Center
- Artificial Intelligence
- Utility
Summary
Position: AI-Aware Technical Writer
Location: Remote (West Coast)
Duration: 6 -12+ Months (Possible Extension)
Overview
We are seeking an AI-Aware Technical Writer to create clear, accurate, and user-focused documentation for AI-enabled customer experience, contact center, and automation platforms. This role will support documentation for AI-driven tools such as chatbots, virtual agents, IVR workflows, knowledge management systems, voice AI, analytics, and customer support automation.
The ideal candidate has experience translating complex technical concepts into practical documentation for business users, technical teams, customer service teams, and operational stakeholders. Experience with Genesys contact center platforms and/or utilities, energy, or critical infrastructure environments is a strong plus.
Key Responsibilities
- Develop and maintain documentation for AI-enabled contact center, customer support, and automation solutions.
- Create user guides, process documents, system workflows, training materials, FAQs, knowledge base articles, and technical reference materials.
- Translate complex AI, automation, IVR, chatbot, voice AI, and analytics concepts into clear, easy-to-understand content.
- Document customer interaction flows, call routing logic, virtual agent behavior, escalation paths, and agent-facing procedures.
- Collaborate with product owners, AI teams, developers, business analysts, contact center leaders, and customer support teams to validate accuracy.
- Support documentation related to Genesys Cloud, Genesys Engage, IVR systems, contact center platforms, CRM integrations, and telephony workflows.
- Create diagrams, flowcharts, decision trees, and step-by-step process maps to explain customer journeys and system functionality.
- Maintain documentation as platforms, workflows, scripts, AI models, and business processes evolve.
- Review and edit content for clarity, consistency, grammar, usability, and technical accuracy.
- Ensure documentation supports both technical and non-technical audiences, including agents, supervisors, business stakeholders, and IT teams.
Required Qualifications
- Strong technical writing experience supporting software, SaaS platforms, enterprise systems, or customer experience technologies.
- Ability to document complex workflows, system functionality, technical processes, and user procedures.
- Working knowledge of AI concepts such as chatbots, virtual agents, machine learning, automation, natural language processing, or predictive analytics.
- Experience creating documentation such as user guides, training materials, technical specifications, workflow documents, and knowledge base content.
- Ability to work with technical teams to gather information and convert it into clear, structured documentation.
- Strong communication skills with the ability to work across business, technical, and operational teams.
- Excellent attention to detail and ability to produce polished, professional documentation.
- Experience with documentation tools such as Confluence, SharePoint, Markdown, Jira, ServiceNow Knowledge, or similar platforms.
Preferred Qualifications
- Experience with Genesys Cloud, Genesys Engage, PureConnect, or similar contact center platforms.
- Experience documenting IVR call flows, call routing, workforce engagement, agent workflows, customer journeys, and telephony integrations.
- Familiarity with AI-powered contact center capabilities, including virtual agents, voice bots, chatbots, sentiment analysis, call summarization, agent assist, and knowledge automation.
- Utilities, energy, public sector, or critical infrastructure background is highly preferred.
- Experience supporting customer service, billing, outage management, emergency response, field service, or high-volume contact center operations.
- Familiarity with CRM or service platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or similar tools.
- Experience documenting integrations between contact center platforms, CRM systems, data platforms, and AI tools.
- Background working in Agile, product, or transformation project environments.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 91097117
- Position Id: 9004324
- Posted 3 hours ago
Company Info
One of the leading US-based staffing and IT consulting partner. Experience exceptional service and top-tier talent across industries. Count on us for staffing solutions that cater to the unique demands of the American market.
Our experienced recruiters ensure a seamless fit within your team, accelerating success. But we go beyond staffing and empower employees with fully sponsored certification programs, keeping them ahead. Experience comprehensive benefits including health, wellness coverage, dental insurance, vision insurance, as well as flexible hours, remote work options, and a robust 401K plan to ensure a secure future at the companies we represent.
At Cloud Destinations, we bring industry expertise and a passion for excellence. From Enterprise Cloud Strategy to Managed Infrastructure Services, Digital Transformation, BI & Data Analytics, Security, Data Engineering, and more, we navigate the IT landscape with finesse. Choose us as your trusted partner, witness transformative talent and exceptional service. Let's unlock new possibilities and drive your success in the dynamic world of IT together.
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