Technical Writer/Business Analyst, Genesys Cloud CX

1 hour ago

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Miratech

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Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.