Senior Technical Writer

Summary

Join NICE, a global leader in AI, cloud, and digital solutions, as a Senior Technical Writer. You will be responsible for creating, optimizing, and managing technical product content for internal and partner audiences. Leverage AI-powered tools to streamline content development, ensuring clarity, accuracy, and efficient delivery to frontline service and support teams. You will work closely with engineering, product, and service operations teams to gather technical information and ensure documentation accuracy. This role offers a hybrid work model with 2 days in the office and 3 days remote, allowing for flexibility and collaboration.

Requirements

• 5+ years of experience in technical writing, preferably in software, SaaS, or customer experience solutions
• Proven experience using AI writing tools (e.g., ChatGPT, Jasper, Writer.com, Grammarly, GitHub Copilot) in content creation workflows
• Excellent writing, editing, and communication skills with a sharp eye for detail
• Ability to translate complex technical information into clear, concise, and user-friendly internal documentation
• Experience with knowledge management systems (KMS) and documentation platforms (e.g., Confluence, Markdown, ReadMe)
• Ability to work independently, manage multiple projects, and mentor other team members

Responsibilities

• Technical Documentation Development : Create and maintain high-quality internal documentation, including technical product deployment and configuration guides, troubleshooting procedures, best practices, and technical process documentation
• Author and curate technical content that highlights the advanced AI-rich capabilities of CXone Mpower’s product suite, translating complex product features and data-driven insights into clear, approachable information for diverse audiences
• Simplify and convey complex AI concepts for a diverse internal audience, enabling employees across the organization to effectively understand and advocate for CXone Mpower’s AI-driven product suite
• AI-Powered Content Creation : Utilize AI writing assistants, content generation platforms, and NLP tools to enhance efficiency, consistency, and quality of internal documentation
• Tool Evaluation & Adoption : Work with our AI Leads to continuously research and evaluate new AI tools and techniques to improve content creation speed, accuracy, and scalability
• Cross-Team Collaboration : Work closely with internal engineering, product, and service operations teams to gather technical information and ensure documentation accuracy
• Content Quality & Review: Review and edit AI-generated content for technical accuracy, readability, and usability
• Content Strategy & Insights : Drive content improvements by analyzing internal documentation performance and leveraging AI-driven insights
• Documentation Standards : Maintain version control and adhere to internal documentation standards, ensuring accuracy and consistency

Preferred Qualifications

• Familiarity with AI ethics, prompt engineering, and human-in-the-loop content workflows is a plus
• Bachelor’s degree in Technical Communication, Computer Science, English, or a related field
• Familiarity with customer experience solutions and their internal configuration and deployment documentation
• Strong analytical skills with experience in leveraging AI-driven data insights
• Experience with structured authoring tools (DITA, XML) is a plus

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week
• Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere