So, what’s the role all about?

We are seeking an experienced Senior AI Technical Writer to take ownership of documentation for one or more software products within our portfolio. This role is responsible for producing and maintaining clear, accurate, and comprehensive technical documentation that supports internal teams across the full product lifecycle.

The Senior AI Technical Writer will work closely with Product Management, Engineering, QA, Support, and Services to deliver high-quality documentation for regular software releases, integrations, and configuration details.

How will you make an impact?  

• Own assigned software products or solutions and serve as the primary documentation authority throughout the product lifecycle.
• Create and maintain implementation guides, deployment guides, and detailed configuration documentation.
• Author detailed integration documentation, including APIs, data flows, authentication, and third-party system interactions.
• Develop clear product information, feature descriptions, system capabilities, limitations, and release-related updates.
• Document solution architecture, workflows, and data flows using written descriptions and diagrams.
• Create troubleshooting guides, issue analysis documentation, and known-issue articles to support internal teams.
• Develop and utilize AI writings agents, content generation platforms, and NLP tools to enhance efficiency, consistency, and quality of internal documentation.
• Drive content improvements by analyzing internal documentation performance and leveraging AI-driven insights.
• Develop usage guides for administrative tools, dashboards, and supporting utilities.
• Ensure all assigned documentation remains accurate and up to date for each software release and enhancement.
• Participate in release planning & discovery sessions to identify documentation deliverables and timelines.
• Collaborate cross-functionally with Product, Engineering, Support, and Professional Services teams.
• Review and edit documentation for clarity, consistency, technical accuracy, and adherence to documentation standards.
• Maintain version control and documentation standards across knowledge bases and repositories.
• Mentor and provide guidance to junior or mid-level technical writers as needed.

Have you got what it takes?

• 5+ years of experience as a technical writer in a software, SaaS, or technology-driven environment.
• Proven experience documenting complex software systems, configurations, and integrations.
• Strong ability to translate complex technical concepts into clear, user-focused documentation.
• Experience working with subject matter experts to gather and validate technical information.
• Proficiency with documentation tools and platforms such as Confluence, Markdown, Git-based repositories, or similar systems.
• Strong organizational skills with the ability to manage multiple documentation streams and release schedules.
• Excellent written and verbal communication skills with strong attention to detail.
• Experience creating diagrams or visuals to support architectural and data flow documentation.
• Ability to work independently while collaborating effectively in cross-functional teams.
• Ability to work from the NiCE office no less than two days per week with the AI Tech Writer Team.
• Ability to work during US Business Hours (8AM-5PM ET), Monday through Friday weekly.

You will have an advantage if you also have:

• Bachelor’s degree in Technical Communication, Computer Science, Engineering, English, or a related field.
• Experience documenting APIs, SDKs, and developer-focused content.
• Familiarity with structured authoring frameworks such as DITA or XML.
• Background in agile or iterative software development environments.

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: 10758
Reporting into: Director, PMO & Knowledge, CX
Role Type: Individual Contributor

So, what’s the role all about?

This role is under the Build and Deploy team, and is responsible for the CI/CD pipelines, build systems, and release automation that enable engineering teams to deliver software reliably and efficiently. As part of our growing Philippines team, you will collaborate with engineers across the globe in a supportive, team-oriented environment.

How will you make an impact?  
Key Responsibilities
•    Lead the strategy, design, and continuous improvement of CI/CD pipelines across multiple products, teams, and environments.
•    Drive the adoption of software-defined infrastructure, infrastructure automation, and DevOps best practices across the organization.
•    Provide technical leadership for complex build, release, and deployment processes involving multiple stakeholders and dependent systems.
•    Establish and govern automated quality gates, release standards, deployment controls, and pipeline compliance practices.
•    Partner with engineering, QA, operations, security, and architecture teams to improve software delivery speed, quality, and reliability.
•    Define and promote standards for branching strategies, code promotion models, environment management, and release orchestration.
•    Identify opportunities to improve scalability, resilience, operational efficiency, and developer experience through automation and process improvement.
•    Evaluate, prototype, and recommend new technologies, tools, and frameworks to strengthen DevOps maturity.
•    Oversee daily operation, health, maintenance, and upgrade planning for source control, build, pipeline, and deployment platforms.
•    Lead root cause analysis and resolution efforts for complex pipeline, deployment, and tooling issues.
•    Support critical release activities, including occasional off-hours support for scheduled releases or critical incidents, coordinated in advance with the team.
•    Mentor engineers, provide technical direction, and serve as a subject matter expert for DevOps and release engineering practices.
•    Influence cross-team planning and help align DevOps initiatives with broader engineering and business goals.

Required Qualifications
•    5+ years of experience working with Git-based source control systems, preferably GitHub.
•    4+ years of experience writing Python, Shell, or similar scripting languages.
•    2+ years of experience with infrastructure-as-code tools such as AWS CloudFormation, Terraform, or comparable technologies.
•    4+ years of experience working with Jenkins, GitHub Actions, or similar CI/CD platforms.
•    3+ years of experience with DevOps pipeline tools such as GitHub Actions, Jenkins, Bamboo, CircleCI, Spinnaker, or similar platforms.
•    Strong experience designing and managing enterprise-scale CI/CD pipelines and release processes.
•    Strong knowledge of build automation, branching strategies, code promotion techniques, and deployment governance.
•    Experience building, deploying, and supporting Docker containers and Docker-based microservices.
•    Strong understanding of cloud infrastructure, automation frameworks, and modern DevOps operating models.
•    Experience working with Windows Server environments, including IIS and .NET deployment patterns.
•    Strong English communication skills for daily collaboration with engineering teams across global time zones, including the US, India, UK, and Australia.

Preferred Qualifications
•    Experience in contact center, BPO, telecom, SaaS, or other high-availability enterprise production environments.
•    Experience leading DevOps transformation or platform modernization initiatives.
•    Experience supporting large-scale engineering or R&D organizations.
•    Familiarity with container orchestration concepts such as Kubernetes.
•    Familiarity with Grafana-based monitoring, observability, platform reliability, and security practices within CI/CD ecosystems.
•    Familiarity with security scanning and shift-left security practices in CI/CD pipelines.
•    Experience mentoring engineers and leading cross-functional technical initiatives.
•    Experience establishing standards, governance models, and operating practices across multiple teams.
•    Experience with Ansible or similar configuration management tools.
•    Experience with Linux environments; the team is actively migrating from Windows to Linux as applications transition to .NET Core.

Core Competencies
•    Excellent troubleshooting, problem-solving, and debugging skills.
•    Strong leadership and ownership mindset.
•    Ability to design and build systems, environments, and solutions from the ground up.
•    Strong collaboration skills and the ability to influence without direct authority.
•    Service-oriented mindset with a focus on enabling engineering teams.
•    Ability to balance strategic improvements with day-to-day operational demands.
•    Strong organizational skills with the ability to manage multiple priorities and drive work to completion.
•    Sound technical judgment in high-pressure and time-sensitive situations.
•    Commitment to mentoring team members and fostering a culture of continuous learning.

Automation & AI Mindset
The Build and Deploy team operates with a core belief: if a process is manual and repeatable, it should be automated. We actively seek out toil, eliminate it, and continuously improve the reliability, security, and speed of our pipelines and production systems. AI is the latest and most powerful enabler of this philosophy.
AI in DevOps is a rapidly evolving field. Prior AI experience is not required — what we value is a strong desire to learn, experiment, and apply AI to make our processes better.
•    Genuine curiosity and enthusiasm for applying AI tools and techniques to DevOps workflows.
•    Willingness to explore AI-assisted development tools such as code assistants, automated testing aids, and prompt-based automation.
•    Openness to learning how AI can improve build, deployment, and operational processes.
•    Ability to quickly adopt new AI tools and incorporate them into daily work.
•    Ability to evaluate AI tools and assess their practical value for CI/CD and infrastructure automation.
•    Drive AI adoption across the Build and Deploy team by identifying high-impact opportunities where AI can improve efficiency, reliability, or developer experience.
•    Guide the team on AI tool selection, evaluation criteria, and integration patterns.
•    Champion an AI-first mindset in pipeline design, process improvement, and operational practices.
•    Help establish team standards and best practices for responsible, effective use of AI in DevOps workflows.
•    Able to present a vision for how AI can be strategically applied across DevOps practices within a team.

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:10630
Reporting into: Manager, Engineering, CX
Role Type: Individual Contributor 

General Summary:

The Senior Salesforce Developer is a technical leader responsible developing, and delivering robust, scalable solutions on the Salesforce platform. This role partners with cross-functional teams to translate complex business requirements into secure, high-quality technical solutions, and drives best practices in development, integration, and DevOps. The ideal candidate is a hands-on expert in Apex, Lightning Web Components, and Salesforce architecture, with a passion for mentoring others and advancing the organization’s Salesforce maturity.

Essential Duties & Responsibilities:

• Design, develop, and implement scalable solutions using Apex, Lightning Web Components (LWC), Flows, and other Salesforce technologies
• Lead the technical design of integrations with external systems (REST/SOAP APIs, middleware, Platform Events).
• Ensure solutions are bulk-safe, limit-aware, and follow Salesforce governor limits and best practices
• Own technical delivery from requirements through deployment, including code reviews and release management
• Develop and maintain automated unit tests (Apex, Jest for LWC) and static analysis
• Enforce security best practices (CRUD/FLS, sharing rules, Shield, compliance frameworks such as GDPR as applicable)
• Mentor and coach junior developers, conduct code reviews, and foster a culture of continuous improvement
• Works with Change Management to communicate and define release process, identifying roll backs and pinpointing potential issues that could occur
• Works with business owners to translate functional requirements into technical requirements
• Identifies and resolves bugs in a timely manner, performing reviews after to ensure the underlying is sues are fixed
• Serve as an escalation point for complex technical issues and drive root cause analysis and resolution.
• Oversees completion of deliverables including analysis, design/ approach, and implementation using salesforce best practices, execution best practices, communication, and documentation
• Stay current with Salesforce releases, emerging technologies, and industry trends
• Transforms business needs into technical design solution options and develops demos / proof of concepts
• Authors, trains, and provides governance on all configuration projects and adherence to best practices

Knowledge, Skills, and/or Abilities Required:

• Ability to manage large projects and processes independently with limited supervision
• Recognized subject matter expert of applicable work area
• Strong data modeling, performance optimization, and security enforcement (CRUD/FLS, sharing)
• Ability to adapt and understand new technology/processes as per business requirements
• Excellent communication skills, with ability to translate business needs into technical solutions and produce clear documentation
• Thorough understanding of the Salesforce meta-data API
• Strong knowledge of Salesforce administration
• Organized, detail-oriented, and self-motivated
• Strong development skills
• Analytical with the ability to derive solutions quickly and proficiently
• Strong understanding of the core systems being supported
• Preferred: Developmental skills in APEX, JAVA, SOQL, SQL, and/or C++

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 6+ years of relevant experience
• Extensive experience with Salesforce configuration and creation of robust workflows and automation
• Various Salesforce certifications including Salesforce Platform Developer I & II, App Builder, Admin, and Cloud Certifications
• Experience with compliance frameworks (GDPR/PCI) and Salesforce Shield.

Working Conditions:

• Pune / Mumbai / Bangalore / Philippines (Hybrid)
• 0-10% travel may be required