Job description
At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
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.
What’s in it for you?
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. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
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.
Requisition ID: 6919 Reporting into: Director, Service Enablement
Role Type: Individual Contributor
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
