AI-Aware Technical Writer (Telecommunication)

Support the Knowledge Base and Copilot project delivery and organizational transition by accelerating documentation and process development efforts within the business. **Overview** We are seeking an **AI\-Aware Technical Writer** to create clear, accurate, and user\-focused documentation for AI\-enabled customer experience, contact center, and automation platforms. This role will support documentation for AI\-driven tools such as chatbots, virtual agents, IVR workflows, knowledge management systems, voice AI, analytics, and customer support automation. The ideal candidate has experience translating complex technical concepts into practical documentation for business users, technical teams, customer service teams, and operational stakeholders. Experience with **Genesys contact center platforms** and/or **utilities, energy, or critical infrastructure environments** is a strong plus. **Key Responsibilities** * Develop and maintain documentation for AI\-enabled contact center, customer support, and automation solutions. * Create user guides, process documents, system workflows, training materials, FAQs, knowledge base articles, and technical reference materials. * Translate complex AI, automation, IVR, chatbot, voice AI, and analytics concepts into clear, easy\-to\-understand content. * Document customer interaction flows, call routing logic, virtual agent behavior, escalation paths, and agent\-facing procedures. * Collaborate with product owners, AI teams, developers, business analysts, contact center leaders, and customer support teams to validate accuracy. * Support documentation related to **Genesys Cloud, Genesys Engage, IVR systems, contact center platforms, CRM integrations, and telephony workflows**. * Create diagrams, flowcharts, decision trees, and step\-by\-step process maps to explain customer journeys and system functionality. * Maintain documentation as platforms, workflows, scripts, AI models, and business processes evolve. * Review and edit content for clarity, consistency, grammar, usability, and technical accuracy. * Ensure documentation supports both technical and non\-technical audiences, including agents, supervisors, business stakeholders, and IT teams. **Required Qualifications** * Strong technical writing experience supporting software, SaaS platforms, enterprise systems, or customer experience technologies. * Ability to document complex workflows, system functionality, technical processes, and user procedures. * Working knowledge of AI concepts such as chatbots, virtual agents, machine learning, automation, natural language processing, or predictive analytics. * Experience creating documentation such as user guides, training materials, technical specifications, workflow documents, and knowledge base content. * Ability to work with technical teams to gather information and convert it into clear, structured documentation. * Strong communication skills with the ability to work across business, technical, and operational te