Technical Writer – UCaaS/CCaaS/AI fusion at Vonage

Reports To: Head of Product Enablement - Applications

Who We Are

We are a leader in Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS), providing cloud-based solutions powered by AI to help businesses enhance communication, improve efficiency, and deliver exceptional customer and employee experiences.

At our core, we believe in innovation, inclusivity, and collaboration—we create technology that empowers organizations, and we foster a workplace where diverse perspectives and talents thrive.

The Role

We’re looking for a Technical Writer to develop clear, user-friendly documentation that helps customers, partners, and internal teams effectively use and integrate our UCaaS, CCaaS, and AI-powered solutions. In this role, you’ll translate complex technical concepts into accessible, engaging content—playing a key role in ensuring that our technology is well-understood, easy to use, and adopted seamlessly.

If you’re passionate about technical writing, simplifying complexity, and making technology more accessible, we’d love to hear from you!

What You’ll Do

Content Development:

Create and maintain user manuals, API documentation, integration guides, and technical materials to support our CCaaS and UCaaS platforms. Develop onboarding resources, FAQs, troubleshooting guides, and release notes to help users quickly adopt new features.

Cross-Functional Collaboration:

Work closely with Product Managers, Developers, and QA teams to ensure documentation is accurate and aligned with product functionality. Partner with Customer Support and Success teams to identify and fill knowledge gaps for users.

Content Organization & Accessibility:

Structure and maintain documentation in a way that is clear, intuitive, and easy to navigate. Ensure documentation is stored in a central, accessible repository with version control to keep up with product updates.

Quality & Usability:

Edit and proofread technical content to ensure accuracy, clarity, and consistency. Conduct usability testing of documentation with internal teams and customers to gather feedback for improvement.

Visual & Interactive Content:

Create diagrams, flowcharts, and visuals to simplify complex workflows and concepts. Collaborate with design teams to ensure documentation meets brand and accessibility standards.

Technical Expertise & Industry Knowledge:

Test features and APIs to validate technical accuracy and provide feedback to Product and Engineering teams. Stay informed about industry trends, emerging technologies, and best practices to enhance documentation quality. Promote inclusive and accessible documentation by following standards like WCAG and using inclusive language.

Measures of Success

Within your first month, you will:

Complete your onboarding program and familiarize yourself with our documentation tools and style guides. Meet with key stakeholders across Product, Engineering, and Customer Success to understand documentation needs. Review existing documentation and identify areas for improvement. Complete our core product training to gain an understanding of UCaaS, CCaaS, and AI applications.

Within your 3rd month, you will have:

Created your first set of user manuals, API documentation, or integration guides. Collaborated with Product and Engineering teams to document new features. Established a structured process for updating and maintaining technical documentation. Conducted a usability test on existing documentation to gather feedback for improvements.

Within your 6th month, you will have:

Published multiple high-quality, user-friendly documents that improve product adoption. Introduced interactive elements (e.g., diagrams, flowcharts) to enhance technical content. Conducted a documentation training session for internal teams or customers. Become a go-to expert for technical content related to at least one key product area.

Who You Are

We know that no candidate is a perfect match for every requirement, and we encourage applications from those who may not meet every single bullet point but believe they would thrive in this role.

You’ll excel in this position if you:

Have 3+ years of experience in technical writing, ideally in SaaS, CCaaS, or UCaaS environments. Have a strong portfolio showcasing clear, user-centered writing for digital products. Enjoy breaking down complex systems into easy-to-understand, engaging content. Have experience with localization and writing for global audiences. Are familiar with accessibility standards (e.g., WCAG) and best practices for inclusive documentation. Have worked with cross-functional teams and enjoy collaborating with Product, Engineering, and Support teams. Are detail-oriented with excellent organizational and project management skills.

Even if you don’t meet every qualification, we encourage you to apply! We value passion, curiosity, and a growth mindset just as much as specific experience.

Why Join Us?

Make an Impact: Work on innovative solutions that shape customer and employee experiences. Growth & Development: As part of a high-growth company, you’ll have opportunities to advance your career and take on new challenges. Collaborative Culture: Join a dynamic, inclusive team that values learning, transparency, and teamwork. Flexibility: Work where you’re most productive while being part of a supportive global team.

How to Apply

If this role excites you, we’d love to hear from you! Send us your resume and a short cover letter telling us about your experience and why you're interested in this opportunity. Please also include an example of content you have created, either as a link or an attachment, to showcase your technical writing skills.

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