Genesys Cloud CX Technical Writer/Business Analyst

The Genesys Cloud CX Technical Writer will create and maintain high-quality documentation for Genesys Cloud CX solutions across a large enterprise. This role involves translating complex technical concepts into clear, concise, and user-friendly materials for both technical and non-technical audiences, supporting implementation, configuration, and operations. Responsibilities include developing solution designs, configuration guides, integration manuals, release notes, and knowledge base articles, ensuring alignment with corporate standards and supporting training activities.

Must Have

• Develop and maintain technical documentation (solution designs, configuration guides, integration manuals, 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.
• 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.
• Ability to manage multiple projects and deliver within deadlines in a dynamic, multi-client environment.

Good to Have

• Experience with knowledge management systems or internal documentation portals is a plus.

Perks & Benefits

• Culture of Relentless Performance
• Competitive Pay and Benefits (health insurance, relocation program)
• Work From Anywhere Culture
• Growth Mindset (professional development opportunities, certification programs, mentorship and talent investment programs, internal mobility and internship opportunities)
• Global Impact (collaborate on impactful projects for top global clients)
• Welcoming Multicultural Environment (dynamic, global team, inclusive and supportive work environment with open communication and regular team-building company social events)
• Social Sustainability Values (IT education, community empowerment, fair operating practices, environmental sustainability, gender equality)

Company Description

Who we are

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across  5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

The Genesys Cloud CX Technical Writer will be responsible for creating and maintaining high-quality documentation that supports the implementation, configuration, and operations of Genesys Cloud CX solutions across a large enterprise with multiple clients. This role ensures that complex technical concepts are translated into clear, concise, and user-friendly materials for both technical and non-technical audiences.

Responsibilities:

• 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.

Qualifications

• 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.