Copy of Genesys Cloud CX Technical WriterBusiness Analyst

Miratech; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading technology firm in Ontario, Canada is seeking a Technical Writer to create and maintain high-quality documentation for Genesys Cloud CX solutions. The role involves collaborating with engineers and creating user-friendly materials. Ideal candidates will have proven experience in technical writing, strong communication skills, and a deep understanding of technical concepts. The position offers competitive pay, benefits, and the opportunity to work from anywhere, reflecting a culture of relentless performance.

Benefits

Competitive salary and benefits

Work from anywhere culture

Professional development opportunities

Inclusive and supportive work environment

Qualifications

• Proven experience as a Technical Writer in enterprise software or contact center environments.
• Ability to explain complex technical topics clearly to varied audiences.
• Experience with knowledge management systems or internal documentation portals is a plus.

Responsibilities

• Develop and maintain technical documentation including solution designs and configuration guides.
• Document business processes and workflows related to Genesys Cloud CX.
• Collaborate with engineers and analysts to capture system changes.

Skills

Technical writing in enterprise software

Understanding of Genesys Cloud CX components

Excellent written and verbal communication skills

Familiarity with API documentation

Proficiency in documentation tools

Strong analytical skills

Collaboration skills

Tools

Confluence

Markdown

Git

Word

Visio

Lucidchart

Job description

The Genesys Cloud CX Technical Writer will be responsible for creating and maintaining high-quality documentation that supports the implementation, configuration, and operations of Genesys Cloud CX solutions across a large enterprise with multiple clients. This role ensures that complex technical concepts are translated into clear, concise, and user-friendly materials for both technical and non-technical audiences.

Responsibilities

• Develop and maintain technical documentation including solution designs, configuration guides, integration manuals, and release notes.
• Document business processes, workflows, and architecture diagrams related to Genesys Cloud CX.
• Create knowledge base articles, FAQs, and user guides for internal teams and customers.
• Collaborate with engineers, architects, functional analysts, and integrators to capture and document system changes.
• Ensure all documentation aligns with corporate standards, version control, and branding guidelines.
• Update existing materials to reflect platform updates and evolving business needs.
• Support training and onboarding activities by preparing user-friendly reference materials.
• Contribute to process improvements related to documentation lifecycle management and accessibility.

Qualifications

• Proven experience as a Technical Writer in enterprise software or contact center environments.
• Strong understanding of Genesys Cloud CX components (Routing, Architect, Flows, Queues, Reporting, etc.).
• Ability to explain complex technical topics clearly to varied audiences.
• Familiarity with API documentation, system integrations, and architecture diagrams.
• Excellent written and verbal communication skills in English.
• Proficiency in using documentation tools (Confluence, Markdown, Git, Word, Visio, Lucidchart, etc.).
• Strong collaboration and interviewing skills to gather information from SMEs.
• Strong analytical skills to interpret metrics/logs and drive actionable improvements.
• Experience with knowledge management systems or internal documentation portals is a plus.
• Ability to manage multiple projects and deliver within deadlines in a dynamic multi-client environment.

We Offer

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs, mentorship, and talent investment programs; internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education, community empowerment, fair operating practices, environmental sustainability and gender equality.

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other protected status under applicable law.

Remote Work

Yes

Employment Type

Full-time