Technical Writer

About the Position

Join Bright Pattern as a Technical Writer to document our omnichannel contact center software for global customers. Bright Pattern is looking for a Technical Writer who is passionate about making complex technology accessible and easy to use. In this role, you won’t just be writing documentation; you’ll be a hands-on advocate for our users. You’ll be one of the first to use new features in our omnichannel contact center software. Your primary mission will be to document our product with clarity and precision for our global customers. If you love to tinker, break things, figure them out, and then teach others, this is the perfect role for you.

Responsibilities

Hands-on Technical Tasks

• Act as the “first customer” for new features, testing them for usability, clarity, and ease of use from a user’s perspective.
• Configure and operate our software in various test environments to ensure documentation is accurate, complete, and effective.
• Work directly with engineers and product managers to understand new features, functionality, and technical specifications before they are released.
• Use and document APIs and integrations to provide comprehensive guidance for developers and system administrators.
• Identify and report software bugs, UI/UX issues, and gaps in functionality discovered during the documentation process.

Writing & Content Creation

• Write, edit, and maintain high-quality technical documentation, including user guides, tutorials, API references, quick-start guides, and release notes.
• Develop clear, concise, and accurate content for our three core audiences: Service Providers, Contact Center Administrators, and Agents/Supervisors.
• Create screenshots and other visual aids to supplement written documentation.
• Ensure all content is written in clear English suitable for high-quality automatic translation.

Process & Strategy

• Help manage the documentation lifecycle from planning and authoring to publishing and maintenance.
• Collaborate with the customer success and support teams to identify common customer pain points that can be solved with better documentation.
• Contribute to the content roadmap and identify areas for improvement and new content needs.

Requirements

• 3+ years of experience as a technical writer, documentation specialist, or a similar role for a software product (SaaS preferred).
• Proven hands-on experience installing, configuring, and using enterprise software.
• Precise English written communication, with the ability to convey complex ideas in simple language.
• Experience working collaboratively with software engineering, product management, and QA teams.
• A portfolio of writing samples that demonstrates your ability to explain complex technical concepts clearly and concisely.
• Basic scripting ability (e.g., Bash, Python) and can call an API.

Nice to Have

• Direct experience in a Quality Assurance (QA), software testing, or support engineering role.
• Experience documenting REST APIs using tools like Swagger/OpenAPI or Postman.
• Experience with “docs-as-code” workflows (e.g., using Markdown, reStructuredText, Sphinx, MkDocs).
• Familiarity with the Linux operating system.

We Offer

• Competitive compensation
• Corporate stock options
• 401K
• Fast-paced, varied environment
• Casual workplace
• Comprehensive benefits (e.g., medical, dental and vision insurance)
• Paid lunches two days per week
• Quarterly company events and outings

About the Company

Founded by pioneers in the contact center industry, Bright Pattern delivers a natively built, all-in-one AI-powered omnichannel platform including comprehensive contact center capabilities, an advanced AI suite and workforce management (WFM).

Recognized as the fastest time-to-implement and lowest-cost-to-deploy, Bright Pattern delivers unmatched time-to-value.

Serving over 500 customers across 30 countries, Bright Pattern’s cloud-native platform offers customers their deployment choice - whether in the cloud, on-premises, or in private cloud environments.

For more information on how Bright Pattern is reimagining customer experience, visit www.brightpattern.com.

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