Senior Technical Writer, CX at Nice

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? We’re looking for a Senior Technical Writer to own documentation across our Proactive AI product - a fast‑growing area within NiCE Cognigy that powers intelligent, autonomous customer interactions at scale. In this role you will create and maintain both internal and external technical documentation: developer‑facing API and CLI references, integration guides, and release notes that enable our customers and partners to build on our platform as well as internal product specifications, architecture guides, used by our own engineering, product, and professional services teams. You’ll be embedded in the product team - working closely with the engineering team - to deliver documentation that is accurate, timely, and useful. This is a highly autonomous individual‑contributor role where you own your output end‑to‑end. How will you make an impact? • Own end-to-end documentation for the Proactive AI product surface, covering both external developer documentation and internal technical content. • Create and maintain REST API reference documentation - endpoints, authentication, request/response specs, error codes, and real working examples. • Develop integration guides and quickstart tutorials that take a developer from zero to a working implementation. • Maintain internal documentation including product and feature specifications, architecture and data-flow guides, admin and configuration manuals, and support runbooks. • Monitor support channels and customer feedback to identify documentation gaps and continuously improve content quality. • Manage versioning, changelogs, and deprecation notices to keep the docs estate consistent and current. • Champion documentation best practices and leverage AI tooling - LLMs and documentation-specific tools - to improve quality and throughput. • Collaborate with the UX team on in-product microcopy, tooltips, and error messages where needed. Have you got what it takes? • 5-7 years of experience as a Technical Writer, with at least 2 years producing developer-facing or API documentation. • Proven track record of owning end-to-end documentation for complex enterprise software products. • Strong grasp of REST APIs and developer-centric documentation - you can read an OpenAPI spec and turn it into documentation developers actually use. • Experience using AI tools to assist with documentation workflows, with the ability to validate output and correct inaccuracies. • Excellent written communication skills - clear, concise, and always optimised for the reader. • Highly motivated, organised, and self-managed, with the ability to work effectively in a fast-paced environment. 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: 10798 Reporting into: Tech Manager Role Type: Individual Contributor About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.