Technical Writer with Extensive UCaaS/CCaaS Experience

Technical Writers

Location: Remote

Exp: 8-10+yrs

• Extensive UCaaS/CCaaS Experience: Over 20 years supporting platforms like NICE CXone, Genesys Cloud, Amazon Connect, and Cisco Webex CCE, with deep technical knowledge of SIP, SBCs, and cloud voice architecture.
• Hands-On Integration Work: Led and documented SIP integrations and cloud migration workflows at Bank of America, including direct collaboration with vendors and internal engineering teams.
• Platform-Specific Expertise: Served as SME for NICE CXone Studio call flows and APIs, and supported UCaaS deployments for Alianza s largest CSP clients aligning directly with the job s focus on documented integrations.
• Proven Technical Writing Background: Former Senior Technical Instructor and Process Director at Metaswitch Networks, where he co-authored certification programs and created implementation playbooks that reduced migration timelines from 9 months to 30 days.
• Tool Proficiency: Highly skilled in Postman, Swagger/OpenAPI, Jira, Confluence, and GitHub tools explicitly required in the job description.
• Documentation Excellence: Authored solution design documents, API integration guides, deployment playbooks, and internal knowledge base articles across multiple roles, ensuring clarity and usability for technical and semi-technical audiences.
• Customer-Facing Communication: Delivered high-touch support and technical documentation for Fortune 500 clients, including Nike, Nordstrom, and a $4.6B financial services firm, demonstrating ability to translate complex systems into actionable content.
• Cross-Functional Collaboration: Worked closely with product managers, engineers, and solution architects to gather technical insights and produce documentation that supports configuration, troubleshooting, and integration success.

Skills required:

Technical Knowledge

• UCaaS Fundamentals: Understanding SIP, VoIP, PBX systems, call routing, conferencing, messaging, and APIs.
• Integration Scenarios: Knowledge of common integrations like Microsoft Teams, Zoom, Slack, Salesforce, or CRM/ERP platforms.
• Networking Basics: Familiarity with firewalls, VPNs, QoS, and bandwidth considerations.
• APIs and SDKs: Ability to read and document REST APIs, GraphQL, or WebSocket APIs.
• Authentication & Security: Knowledge of OAuth2, SAML, SSO, and security best practices in UCaaS deployments.

Writing & Documentation Skills

• Clear, Concise Writing: Ability to explain complex technical steps in plain language.
• Audience Adaptation: Writing for IT admins, developers, and business decision-makers (customers), tailoring tone and detail accordingly.
• Content Structuring: Creating guides, FAQs, integration step walkthroughs, and troubleshooting documentation.
• Standardization: Following style guides (company-specific) to ensure consistency.

Tools & Platforms

• Documentation Tools: Proficiency with Confluence
• API Documentation Tools: Swagger / OpenAPI or Postman.
• Version Control: Familiarity with Git/GitHub or GitLab for managing documentation alongside code.

Collaboration & Research

• Cross-Functional Collaboration: Working with product managers, engineers, QA teams, and solution architects.
• Interviewing SMEs: Asking the right questions to extract technical details from engineers.
• User Feedback Integration: Collecting and incorporating feedback from customers, support teams, and beta testers.
• Agile/Scrum Familiarity: Documenting features in sync with development sprints.

Problem-Solving & Testing

• Hands-On Testing: Setting up UCaaS integrations yourself to validate steps.
• Troubleshooting Documentation: Writing clear diagnostic flows (e.g., "If calls fail, check X, Y, Z").
• Scenario Coverage: Anticipating edge cases (multi-tenant setups, hybrid cloud, regional compliance differences).