Senior Technical Writer

Summary

Join NICE, a global leader in AI-powered solutions, as a Senior Technical Writer. You will create, optimize, and manage technical product content for internal and partner audiences, leveraging AI tools to streamline the process. Responsibilities include developing high-quality documentation, utilizing AI writing assistants, evaluating new AI tools, collaborating with cross-functional teams, and ensuring content quality and adherence to standards. The ideal candidate possesses 5+ years of technical writing experience, proven AI tool proficiency, excellent communication skills, and experience with knowledge management systems. A bachelor's degree is preferred, along with familiarity with customer experience solutions and strong analytical skills. NICE offers a hybrid work model (NICE-FLEX) with opportunities for professional growth and development within a collaborative and creative environment.

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

• 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