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Technical Writer

Contactual is a global provider of on-demand contact center solutions. Delivered 100% as Software as a Service (SaaS), the Contactual OnDemand Contact Center provides robust contact center functionality with an innovative User Interface.  

Our solution is built from the ground-up to be a true on-demand application. The result is an easy-to-use and powerful tool for improving customer interactions and call center efficiency.

This is a newly created position in a fast growing company We are looking for the right individual to lead and grow this important area of interaction with our customers and partners.

Position Description:

 

Contactual’s technical writer is responsible for designing, writing and updating product and training documentation and supporting material. Documentation may include but is not limited to, interactive training content, program guides, release notes, requirements specifications, feature/function, API, help systems, sales literature and implementation and reference guides. Additional responsibilities include: developing standards and methods to effectively communicate product concepts and use, version control and publishing using the most effective methods and tools. The position plays a key role in architecting the content/document/collateral management system(s), and defining the technical strategies relating to these systems. 
 
The Contactual OnDemand Contact Center is easy to use, fast, and intuitive. The documentation and media you create should reflect these attributes in being concise, to the point, easy to read and navigate, and developed with a less is more mentality.
 
You have strong customer service  focus. Flexibility, intelligence, resourcefulness and results driven are among your key assets. You are a hard worker and your ability to identify business needs and develop solutions is as strong as your exceptional written and oral communication skills.

Responsibilities: 

  • Design, write and maintain product documentation.
  • Help design and build an interactive training program
  • Create customer/partner training documentation and video media.
  • Ensure consistent messaging across all media types you control and consistency with other internal cross functional team members such as sales and marketing.
  • Develop key customer relationships to build documentation that contributes to an excellent customer experience with implementing, configuring and using the software.
  • Publish media in multiple formats.
  • Manage documentation/media life cycle.
  • Identify and convert current text based documentation to new and move effective media delivery types accessible via the web.
  • Provide assistance in the drafting and implementation of policies, directives and operating procedures regarding media management.
  • Work with language translation companies to convert English materials to other languages as required.
  • Work with Contactual Partners to modify existing documentation/media for ease of Partner re-branding.
  • Prioritize and schedule work effectively in a deadline driven environment to include but not limited to product launches, marketing releases, sales kickoffs.

 

Qualification: 

  • Bachelor’s degree
  • Two years technical writing experience
  • Experience building web based content (HTML/XML/Video)
  • Professional level design aesthetic in multimedia work
  • Experience working collaboratively with project teams
  • Excellent communication and interpersonal skills
  • Excellent analytical abilities
  • Computer literate and proficient with Microsoft Office Suite
  • Experience with MadCap Flare highly desired
  • Experience with Adobe Captivate or similar CBT tools
  • Experience with Adobe RoboHelp or similar Help/FAQ tools
  • Experience with other Adobe publishing tools a plus
  • Experience in the Contact Center or Telecommunications industry a plus
  • Willingness and ability to learn new technologies and tools

 

 

To apply, please send a resume and cover letter to job-20100823ds@contactual.com


 

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