AI-Aware Technical Writer

AI-Aware Technical Writer (West coast California,Oregon and Washington)

Remote

Backfill is a go—need someone very strong 

Support the Knowledge Base and Copilot project delivery and organizational transition by accelerating documentation and process development efforts within the business.

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. Ideal Background

The ideal candidate has worked in a technology or operations environment where they supported documentation for contact center modernization, AI-enabled customer service, or enterprise communication platforms. They understand how to document both the technical side of a system and the practical user experience for agents, supervisors, and business teams.

Experience in a utility environment is especially valuable, including exposure to customer care, outage communications, billing support, emergency response, service requests, or regulated operational processes.

Work Environment

• Collaborative environment working with IT, business, operations, and customer experience teams.
• Fast-paced setting where AI tools, workflows, and platform capabilities may change frequently.
• Strong focus on accuracy, usability, stakeholder alignment, and business process clarity.
• May support remote, hybrid, or cross-functional project teams. Summary

This role is best suited for a technical writer who can bridge the gap between AI technology, contact center operations, and end-user documentation. The right candidate will be able to take complex AI-enabled workflows and translate them into clear, practical documentation that supports adoption, training, and operational success.