📌 Core Information
🔹 Job Title: Senior Technical Writer
🔹 Company: NICE
🔹 Location: Manila, Philippines
🔹 Job Type: Hybrid (2 days office, 3 days remote)
🔹 Category: Technical Writing
🔹 Date Posted: April 14, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site with hybrid option
🚀 Job Overview
Key aspects of this role include:
- Creating and managing internal technical documentation using AI-powered tools
- Simplifying complex AI concepts for diverse internal audiences
- Collaborating with cross-functional teams to gather and validate technical information
- Driving content improvements through performance analysis and AI-driven insights
ASSUMPTION: This role requires a strong technical background and experience with AI tools to effectively manage and optimize internal documentation.
📋 Key Responsibilities
✅ Create and maintain high-quality internal documentation, including technical product deployment and configuration guides, troubleshooting procedures, best practices, and technical process documentation
✅ Author and curate technical content that highlights the advanced AI-rich capabilities of CXone Mpower’s product suite, translating complex product features and data-driven insights into clear, approachable information for diverse audiences
✅ Simplify and convey complex AI concepts for a diverse internal audience, enabling employees across the organization to effectively understand and advocate for CXone Mpower’s AI-driven product suite
✅ Utilize AI writing assistants, content generation platforms, and NLP tools to enhance efficiency, consistency, and quality of internal documentation
✅ Work with AI Leads to continuously research and evaluate new AI tools and techniques to improve content creation speed, accuracy, and scalability
✅ Collaborate closely with internal engineering, product, and service operations teams to gather technical information and ensure documentation accuracy
✅ Review and edit AI-generated content for technical accuracy, readability, and usability
✅ Drive content improvements by analyzing internal documentation performance and leveraging AI-driven insights
✅ Maintain version control and adhere to internal documentation standards, ensuring accuracy and consistency
ASSUMPTION: This role involves a high degree of multitasking and requires strong organizational skills to manage multiple projects and deadlines.
🎯 Required Qualifications
Education: Bachelor’s degree in Technical Communication, Computer Science, English, or a related field
Experience: 5+ years of experience in technical writing, preferably in software, SaaS, or customer experience solutions
Required Skills:
- Proven experience using AI writing tools (e.g., ChatGPT, Jasper, Writer.com, Grammarly, GitHub Copilot) in content creation workflows
- Excellent writing, editing, and communication skills with a sharp eye for detail
- Ability to translate complex technical information into clear, concise, and user-friendly internal documentation
- Experience with knowledge management systems (KMS) and documentation platforms (e.g., Confluence, Markdown, ReadMe)
- Ability to work independently, manage multiple projects, and mentor other team members
Preferred Skills:
- Familiarity with customer experience solutions and their internal configuration and deployment documentation
- Strong analytical skills with experience in leveraging AI-driven data insights
- Experience with structured authoring tools (DITA, XML)
ASSUMPTION: While a degree in a related field is preferred, relevant experience and a strong portfolio may be considered in lieu of formal education.
💰 Compensation & Benefits
Salary Range: Based on industry standards for Senior Technical Writers in the Philippines with 5-10 years of experience, the estimated salary range is PHP 600,000 - PHP 900,000 per year. This estimate may vary based on individual performance and company discretion.
Benefits:
- Health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off (vacation, sick, and holidays)
- Employee assistance program
- Professional development opportunities
Working Hours: Full-time, 40 hours per week, with flexible scheduling options
ASSUMPTION: The provided salary range is an estimate based on market research and may vary depending on individual performance and company policies.
📌 Applicant Insights
🔍 Company Context
Industry: NICE operates in the software development industry, focusing on customer service automation, digital self-service, and AI-driven solutions. The company serves over 25,000 global businesses, including 85 of the Fortune 100 corporations.
Company Size: NICE is a large organization with 5,001-10,000 employees globally, providing ample opportunities for growth and collaboration.
Founded: NICE was founded in 1986 and has since grown into a market leader in its domains, with a strong focus on innovation and AI.
Company Description:
- NICE enables organizations to deliver extraordinary customer experiences, fight financial crime, and ensure public safety through its software products.
- The company's CXone Mpower platform powers proactive, personalized experiences and end-to-end automation, orchestrating workflows, agents, and knowledge at scale.
- NICE is known for its innovative AI, cloud, and digital solutions and is consistently recognized as the market leader in its domains.
Company Specialties:
- Customer Service Automation
- Digital Self Service
- Artificial Intelligence
- Proactive Customer Outreach
- CCaaS
- Cloud
- Customer Experience
- Multi-Channel Interactions Recording
- Workforce Optimization
- Customer Journey Solutions
- Omnichannel Recording
- Workforce Engagement Management
- Real-time Authentication
- and Workforce Augmentation
Company Website: http://www.nice.com
ASSUMPTION: NICE's extensive experience and market leadership in AI-driven customer service solutions make it an attractive employer for technical writers seeking to work on cutting-edge technology.
📊 Role Analysis
Career Level: This role is at the senior level, requiring a high degree of expertise and experience in technical writing and AI tools.
Reporting Structure: The Senior Technical Writer will report directly to the Director, Service Enablement.
Work Arrangement: This role follows the NICE-FLEX hybrid model, with 2 days of on-site work and 3 days of remote work each week.
Growth Opportunities:
- As a senior role, this position offers opportunities for mentoring and knowledge-sharing with junior team members.
- NICE's large organization size provides ample opportunities for internal career growth and mobility.
- The company's focus on innovation and AI-driven solutions presents opportunities for professional development in emerging technologies.
ASSUMPTION: The seniority of this role and NICE's large organization size provide numerous growth opportunities for the right candidate.
🌍 Location & Work Environment
Office Type: NICE's Manila office is a modern, collaborative workspace designed to facilitate teamwork and innovation.
Office Location(s): 221 River St, Hoboken, New Jersey, USA; 22 Zarhin Street, Ra'anana, Israel; 160 Queen Victoria Street, 2nd floor, London, UK; 71 Robinson Rd, #04-02, Singapore
Geographic Context:
- Manila is the capital and most populous city of the Philippines, offering a vibrant and multicultural work environment.
- The city is known for its bustling business districts, including Bonifacio Global City and Makati Central Business District, where NICE's office is located.
- Manila offers a mix of modern infrastructure and historic sites, providing ample opportunities for work-life balance and cultural exploration.
Work Schedule: The NICE-FLEX hybrid model allows for a flexible work schedule, with 2 days of on-site work and 3 days of remote work each week.
ASSUMPTION: NICE's Manila office provides a modern and collaborative work environment, with ample opportunities for professional growth and development.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening with the hiring manager
- Technical writing assessment or case study
- Final on-site or virtual interview with the team
Key Assessment Areas:
- Technical writing skills and experience with AI tools
- Ability to simplify complex technical information
- Collaboration and communication skills
- Problem-solving and analytical skills
Application Tips:
- Tailor your resume and cover letter to highlight your relevant technical writing experience and AI tool proficiency.
- Prepare for the technical writing assessment or case study by brushing up on your AI writing tools skills and reviewing NICE's products and services.
- Research NICE's company culture and values to demonstrate your cultural fit during the interview process.
ATS Keywords: AI writing tools, technical documentation, customer experience solutions, AI-driven data insights, knowledge management systems
ASSUMPTION: NICE's interview process is designed to assess the candidate's technical writing skills, AI tool proficiency, and cultural fit within the organization.
🛠️ Tools & Technologies
- AI writing tools (e.g., ChatGPT, Jasper, Writer.com, Grammarly, GitHub Copilot)
- Knowledge management systems (KMS) and documentation platforms (e.g., Confluence, Markdown, ReadMe)
- Structured authoring tools (DITA, XML)
- NICE's proprietary AI-powered tools and platforms
ASSUMPTION: The required tools and technologies for this role may vary depending on NICE's specific AI writing tools and documentation platforms in use.
👔 Cultural Fit Considerations
Company Values:
- Innovation: NICE fosters a culture of continuous improvement and embraces new technologies to drive market disruption.
- Collaboration: The company encourages cross-functional teamwork and knowledge-sharing to drive success.
- Customer-centricity: NICE prioritizes understanding and addressing customer needs to deliver exceptional experiences.
Work Style:
- Agile and adaptable: NICE's fast-paced environment requires employees to be flexible and responsive to change.
- Data-driven: The company emphasizes the use of data and analytics to inform decision-making and drive results.
- Customer-focused: NICE's work is centered around delivering exceptional customer experiences and solving customer challenges.
Self-Assessment Questions:
- Do you have a proven track record of leveraging AI tools to improve content creation speed, accuracy, and scalability?
- Are you comfortable working in a fast-paced, collaborative environment and managing multiple projects simultaneously?
- Do you possess strong analytical skills and the ability to leverage AI-driven data insights to drive content improvements?
ASSUMPTION: NICE's culture values innovation, collaboration, and customer-centricity, requiring candidates who are adaptable, data-driven, and customer-focused.
⚠️ Potential Challenges
- Managing multiple projects and deadlines simultaneously
- Keeping up with the latest AI tools and technologies in a fast-paced environment
- Balancing the need for technical accuracy with the requirement to simplify complex information for diverse audiences
- Adapting to NICE's hybrid work arrangement and maintaining productivity in both on-site and remote work environments
ASSUMPTION: The seniority of this role and the fast-paced nature of NICE's work environment present unique challenges that require strong organizational skills and adaptability.
📈 Similar Roles Comparison
- Unlike traditional technical writing roles, this position requires a strong background in AI tools and the ability to leverage AI-driven data insights to drive content improvements.
- NICE's focus on AI-driven customer service solutions sets it apart from other organizations in the industry, offering unique opportunities for professional development in emerging technologies.
- As a senior role, this position offers opportunities for mentoring and knowledge-sharing with junior team members, as well as potential career growth and mobility within NICE's large organization.
ASSUMPTION: The unique combination of AI tools expertise, data-driven insights, and senior-level responsibilities makes this role distinct from other technical writing positions in the industry.
📝 Sample Projects
- Developing and maintaining a comprehensive internal documentation library for NICE's AI-driven customer service solutions
- Creating user-friendly technical product deployment and configuration guides for CXone Mpower's product suite
- Collaborating with cross-functional teams to gather and validate technical information for internal documentation
- Leveraging AI-driven data insights to optimize internal documentation performance and user engagement
ASSUMPTION: The sample projects for this role are designed to showcase the candidate's ability to manage and optimize internal documentation using AI tools and data-driven insights.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics for the technical writing team at NICE?
- How does NICE support the professional development and growth of its technical writing team members?
- What are the most challenging aspects of working in a fast-paced, AI-driven environment, and how does NICE support its employees in overcoming these challenges?
- How does NICE measure the success and impact of its internal documentation, and what metrics are most important for this role?
- What are the key priorities for this role in the first 30, 60, and 90 days, and how will my performance be evaluated during this onboarding period?
ASSUMPTION: Asking thoughtful and informed questions during the interview process demonstrates the candidate's interest in the role and commitment to success at NICE.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant technical writing experience and AI tool proficiency
- Prepare for the technical writing assessment or case study by brushing up on your AI writing tools skills and reviewing NICE's products and services
- Research NICE's company culture and values to demonstrate your cultural fit during the interview process
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications for the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
