Technical Writer, Contact Center-Remote

We currently have a career opportunity for a Technical Writer to join our team. This is a remote position, must live in the United States. 

Challenge yourself to do more. Join Perficient as a Technical Writer and leverage your existing skills while learning new skills. 

 

Job Overview:

As a Technical Writer, your role will involve crafting, updating, and maintaining detailed documentation for customer care and contact center operations, and technical solutions. This encompasses training materials, process documentation, user manuals, technical solution guides, architecture diagrams, and knowledge base articles.

Working collaboratively within a team, you will partner with Product Owners, Business Managers, Solution Architects, and Developers to interpret and translate complex information into clear, concise, and user-friendly content..

 

 

 

• Works closely with subject matter experts, engineers, developers, and product team.
• Documents new products and features, from instructional guides and API descriptions to in-app content.
• Acquires a thorough understanding of products and services, and convert complex information into clear, refined, and engaging content.
• Collaborates with various departments and cross functional teams to understand project requirements, research, outline, write, and edit content.
• Collects information from subject-matter experts to create, structure, and write procedure manuals, process documentation and technical specifications.
• Writes about technical topics for both technical and nontechnical audiences.
• Collaborates with development and support leads to identify documentation repositories, revise and edit content, and determine optimal solutions for centralized storage.
• Creates infographics and annotated screenshots.
• Creates thorough documentation that aligns with organizational standards.
• Gathers user data to pinpoint areas of documentation that require revision and updating.
• Assesses existing content and devise creative strategies for enhancement.

• 3+ years of experience writing technical documentation, ideally at a fast-growing company.
• Strong understanding of Contact Center operations.
• Twilio experience would be beneficial
• Exceptional written and verbal communication skills
• Knowledge of the software development lifecycle (SDLC).
• Demonstrated ability to quickly learn and grasp complex subject matter.
• Skilled in crafting user-friendly and engaging content on highly technical topics.
• Capability to comprehend and accurately convey technical information to a general audience.
• Experience collaborating with software architects and developers to create technical documentation, refine content, and create visuals and diagrams for technical solutions.
• Outstanding problem-solving abilities and attention to detail.
• Capability to handle multiple projects at the same time.
• Proficient with Markdown and git-based documentation (“docs as code”) workflows.
• Understanding of REST APIs, and databases is a plus.
• Experience with Agile/Scrum or similar collaborative frameworks is a plus.

 

Preferred skills and education:

• Experience working in the consulting industry
• Understanding of complex Internet based enterprise level applications
• Experience working in an Agile environment
• Track record of delivering on time, on budget, and meeting client commitments
• Bachelor’s degree (or equivalent) in journalism, communications, or a related technical field.

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $45,864.00 to $101,520.00. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential equity or variable bonus programs. Information regarding the benefits available for this position are in our benefits overview. . 

 

WHO WE ARE

Perficient is a leading global digital consultancy. We imagine, create, engineer, and run digital transformation solutions that help our clients exceed customers’ expectations, outpace competition, and grow their business. With unparalleled strategy, creative, and technology capabilities, our colleagues bring big thinking and innovative ideas, along with a practical approach to help our clients – the world’s largest enterprises and biggest brands succeed.

 

WHAT WE BELIEVE

At Perficient, we promise to challenge, champion, and celebrate our people. You will experience a unique and collaborative culture that values every voice. Join our team, and you’ll become part of something truly special.

 

We believe in developing a workforce that is as diverse and inclusive as the clients we work with. We’re committed to actively listening, learning, and acting to further advance our organization, our communities, and our future leaders… and we’re not done yet.

 

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.

Applications will be accepted until the position is filled or the posting is removed.

 

Disability Accommodations:

 

Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.

 

Disclaimer:  The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification.  Management retains the discretion to add or change the duties of the position at any time. 

 

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Perficient is always looking for the best and brightest talent and we need you! We’re a quickly growing, global digital consulting leader, and we’re transforming the world’s largest enterprises and biggest brands. You’ll work with the latest technologies, expand your skills, experience work-life balance, and become a part of our global community of talented, diverse, and knowledgeable colleagues. Apply