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

Technical Writer, Product Engineering

Five9 is looking for a detail-oriented technical writer who will work with all the Product Engineering and Customer Support teams to develop, manage, and maintain internal documentation, including SOPs,  knowledge base articles, e-learning trainings, workflows, templates, alert and troubleshooting runbooks, internal processes, and architectural documentation. The ideal candidate will collaborate with multiple teams to ensure standardization of documentation practices across the company. 

Responsibilities

• Plan, create, organize, and maintain technical and process documentation.
• Ensure content is kept up to date and meets the style guide.  
• Edit, clarify, and proofread documents written by others to ensure content meets writing guidelines.
• Create runbooks for internal teams.
• Develop user and admin guide s for internal tools.
• Organize content such that it is easy to find and maintain.  
• Create architectural documentation, workflows, runbooks, release notes, and troubleshooting information.  
• Create training material, such as procedures, videos, and tutorials.  

Experience :

• Bachelor's degree or equivalent practical experience.
• At least 3 years of experience in developing, managing, and maintaining technical and process documentation.  

Minimum qualifications :

• Must have experience in internal documentation development
• Must have experience editing content written by engineers.  
• Familiarity with cloud technologies, such as AWS and GCP.
• Excellent ability to explain complex technical ideas in terms appropriate for the audience.
• Able to work independently and in a team environment.  
• Experience in working with multiple cross-functional teams in a fast-paced environment.
• Proven self-starter capable of using the Five9 software and researching content, including gathering information from SMEs.
• Proven experience in JIRA, Confluence, Articulate 360, Sharepoint, and Salesforce
• Proven experience creating alert runbooks
• Experience in developing knowledge base articles for customer support cases
• Experience using and documenting Grafana and Loki related information

Preferred qualifications :

• Basic understanding of a wide range of technology subjects, including Telephony Networking, contact centers, and DevOps.
• Knowledge of ITIL concepts, such as Problem, Change and Incident Management
• Experience following the department style guide.
• Experience in video creation tools.  
• Basic understanding of managing content in GitLab.  
• Experience using command-line tools.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

The opportunity

This role suits a writer who understands the intersection of technology, business, and finance — whether through industry experience, enterprise tech exposure, or a strong track record covering these areas.

You’ll help expand our reporting on how technology is transforming organisations: what’s changing, why it matters, and what leaders need to do next. You’ll also contribute to growing our audience and supporting commercial strategy through trusted, audience-first storytelling.

Employment Level: Mid-Level

Employment Type: Full-time

Location: Philippines 

Working Hours: 4:00pm to 1:00am PHT

What you'll do

• Research, write, and file news and features — plus newsletter copy, guides, explainers, interviews, and analysis — focused on enterprise technology and the UK and European market.
• Collaborate closely with editors and cross-functional teams to ensure stories meet our standards, fit our audience, and ship on deadline.
• Pitch timely ideas and refresh coverage in line with tech trends, AI developments, and reader needs.
• Apply SEO best practices in your drafts, including keyword intent, internal linking, headlines, and metadata.
• Conduct interviews with subject-matter experts and senior leaders, incorporating credible research and data to strengthen reporting.
• Bring subject-matter judgment to your work—prioritising accuracy, clarity, and authority.
• Use AI-assisted tools to support research and drafting while maintaining editorial rigour, originality, and verification.
• Cover emerging technologies with a practical lens—connecting innovation to real-world enterprise use cases.
• Align your output with our wider goals: audience growth, engagement, and monetisation (ads, sponsorships, partnerships).

Who you are

• A working knowledge of data, AI, IT, and modern business and tech topics is essential, along with confidence in writing for UK and EMEA readers.
• 2–5 years of professional writing experience in journalism, publishing, or B2B editorial environments
• A portfolio of published work—features, explainers, guides, or analysis—relevant to enterprise tech and business.
• Comfortable writing for C-suite and senior decision-makers, including interviewing high-profile executives.
• Practical experience using AI tools to improve workflow (research, outlining, SEO optimisation), paired with strong editorial judgment.
• A clear, confident writing style that makes complex topics accessible and compelling.
• Strong research skills, with a habit of using and citing credible sources.
• Confident owning the full writing process — from pitch to clean copy — with minimal oversight.
• Commercial awareness: you understand how to protect editorial integrity while creating content that supports business outcomes.
• Comfortable working in collaborative tools (Google Docs, WP CMS) while staying self-directed.
• Agile professional who excels in a fast-paced environment and thrives on continuously pivoting strategies to drive business needs forward
• Must have a working laptop/pc and internet, and back-up connection

**The duties and responsibilities listed above describe the post as it is in general terms and are not definitive.  The job holder is expected to accept any reasonable alterations that may from time to time be necessary.**

What we offer you

• Career Growth: Advance with mentorship programs, leadership academies, and opportunities to shape company culture and DEI initiatives.
• Flex Fridays: Adjust your 40-hour week to enjoy a full or half day off on Fridays.
• Remote-First Culture: Work from the comfort of your home.
• Paid Time Off: Enjoy 14 days of annual paid time off, plus all regular Philippine government-declared holidays to unwind and recharge. Plus 5 additional days after 1 year.
• Comprehensive Coverage: Full enrollment in Philippine statutory benefits: SSS, PhilHealth, and HDMF.
• Healthcare: Healthcare reimbursement to help ensure you are covered.
• De Minimis Allowance: Enjoy a monthly rice subsidy, following government guidelines.
• Wellness Perks: Access the Headspace app to support your well-being.
• Speaker Series Bonus: Present in our monthly speaker series and earn a bonus.

#LI-Remote

Work authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the Philippines at hire and must maintain authorization to work in the Philippines throughout their employment with our company.

Position Summary:

We’re seeking a seasoned Director of Content who is both a strategic editorial leader and a first-rate writer. You’ll shape the voice of DemandScience and personally contribute to flagship content - from thought leadership articles and research narratives to campaign storytelling. This is a player/coach role for someone who can think like an editor-in-chief and write like a journalist.

You’ll lead a team of content writers and work cross-functionally with creative, demand generation, brand, and product marketing teams to develop compelling, high-impact content across formats and channels. This is a senior strategic and operational role that combines writing/editing expertise, editorial planning, and leadership, focusing on consistent quality, performance alignment, and cross-functional collaboration to deliver business results.

Essential Job Functions “What You’ll Do”:

• Serve as editor-in-chief and player-coach, personally writing and editing cornerstone pieces while guiding a small global team.
• Author high-impact content yourself, including executive ghostwriting, thought leadership, research reports, and strategic campaigns
• Translate complex ideas (data, AI, performance marketing) into clear, compelling stories
• Elevate writing quality across the team and guide professional development through hands-on coaching, developmental editing, and structured feedback
• Ensure all content reflects a consistent voice, data accuracy, and high journalistic standards, and is aligned with our brand, visual identity, tone, and clarity
• Develop and maintain the content calendar and editorial roadmap, ensuring alignment with demand generation objectives, buyer journeys, funnel stages, and go-to-market priorities
• Ensure content tells a cohesive story that reflects DemandScience’s positioning, translating high-level messaging into content that connects and converts
• Work with stakeholders across marketing (including demand gen, product marketing, and web teams) to align messaging and map content to funnel stages and ICP needs
• Manage the content development process from brief to delivery, including scoping, assigning, editing, and publication workflows
• Measure performance of key content assets and continuously refine the content strategy for pipeline impact
• Use data and LLM/AIO/SEO insights to guide topic selection, while maintaining editorial integrity. partner with SEO, digital, and analytics leads and SMEs to ensure content supports discoverability, performance, and campaign success
• Support content localization, personalization, and repurposing efforts to scale impact across regions and formats
• Partner with senior executives and subject-matter experts to develop high-impact narratives for analyst briefings, media, and industry events

Essential Qualifications “What You’ll Need”: 

• 10+ years in content marketing or editorial roles, with at least 3+ years in a senior leadership or team management capacity
• Proven experience leading content teams and editorial processes within a B2B or demand gen-focused environment
• Exceptional English writing ability – able to craft and edit original long-form and short-form content at a high editorial standard
• Background in journalism, communications, or editorial writing; experience writing for North American business audiences strongly preferred.
• Hands-on writing experience in thought leadership, executive ghostwriting, or research-driven storytelling
• Proven player-coach approach — able to lead by example, mentor writers, and personally contribute to flagship content.
• Strong editorial judgment and an instinct for narrative flow, tone, and clarity
• Deep understanding of buyer journeys, demand gen funnels, and persona-driven content strategy
• Hands-on experience developing content briefs, managing editorial calendars, and overseeing end-to-end content workflows from ideation to publication.
• Familiarity with CMS platforms (e.g., WordPress or similar), project management tools (e.g., Monday, Asana), and content publishing systems
• Experience managing external writers, agencies, or SEO contractors is a plus
• Organized, deadline-driven, and able to prioritize high-impact deliverables in a fast-paced environment
• Exceptional attention to detail, ability to manage multiple priorities, and a strong sense of initiative
• Comfortable navigating ambiguity, leading with autonomy, and moving quickly from insight to execution

THE GOOD STUFF!

We embrace diversity and inclusion and encourage our amazing team members at DemandScience to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency.  The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out!

• Paid time off
• Medical provided through HMO
• Life Insurance
• Peer-Appreciation Program
• Employee Referral Program
• A fast-paced, innovative culture with an open and collaborative environment, where you can make an impact.
• Join a great organization that cares about employees!

DemandScience is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

#LI-Remote

Find out more at https://demandscience.com/careers/#join-the-team