NICE Senior Technical Writer 

Philippines, Manila 

505243156

We are looking for a Senior Technical Writer with strong expertise in technical documentation and a proven ability to strategically leverage AI-powered tools. In this role, you will be responsible for creating, optimizing, and managing internal and partner facing technical product content. You will leverage AI to streamline content development, ensuring it is clear, accurate, and efficiently delivered to front line service and support teams.

How will you make an impact?

• 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.

Have you got what it takes?

• 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).
• Familiarity with AI ethics, prompt engineering, and human-in-the-loop content workflows is a plus.
• Ability to work independently, manage multiple projects, and mentor other team members.

You will have an advantage if you also have:

• 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.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Director, Service Enablement
Individual Contributor