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Job Description

We are seeking a detail-oriented and technically proficient Technical Writer with 4–8 years of experience to join our Telephony Engineering team. This role is critical in documenting the architecture, configurations, workflows, and operational procedures of our Genesys Cloud Telephony systems. The ideal candidate will work closely with our Telephony Architect, shadowing day-to-day activities to capture and translate complex technical processes into clear, concise, and user-friendly documentation.

• Shadow the Telephony Architect to observe and document system architecture, configurations, and engineering workflows.

• Develop and maintain a centralized Knowledge Base for the Telephony Engineering team, ensuring accuracy, consistency, and accessibility.

• Create and update technical documentation including system diagrams, SOPs, runbooks, configuration guides, and troubleshooting manuals.

• Collaborate with engineers, architects, and cross-functional teams to gather technical information and validate documentation.

• Translate complex telephony and infrastructure concepts into clear, structured documentation for both technical and non-technical audiences.

• Ensure documentation aligns with internal standards and compliance requirements (e.g., ISO, ITIL).

• Maintain version control and documentation lifecycle using Document Management Systems (DMS).

Support onboarding and training initiatives by developing user guides and reference materials.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 4–8 years of experience in technical writing, preferably in IT, telephony engineering, or infrastructure environments.

• Strong understanding of Genesys Cloud Telephony Systems and enterprise telephony infrastructure.

• Proficiency in Microsoft Office Suite, Visio (for workflow diagrams), and online documentation tools (e.g., Confluence, SharePoint, MadCap Flare).

• Experience working with SMEs and technical teams to gather and validate information.

• Excellent written and verbal communication skills with a focus on clarity, structure, and usability.

Ability to manage multiple documentation projects simultaneously and meet deadlines. • Experience in the Mortgage or Financial Services industry.

• Familiarity with Azure, O365, and Windows Server Environments.

• Telephony certifications (e.g., Genesys) is a plus.

Experience with structured authoring tools and content standards (e.g., DITA, XML, Markdown).