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Senior Technical Writer

1 month ago

Manila, National Capital Region, Philippines Five9 Inc. Full time

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values every day results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Senior Technical Writer

We are actively looking for a seasoned technical writer to join our Product Content & Operations documentation team in delivering best-in-class product documentation for our cloud-based customer experience (CX) platform. In this role, you'll independently manage high-impact customer-facing documentation projects, collaborate with cross-functional teams, and lead improvements in content quality, structure, and delivery.

Responsibilities

  • Lead the planning, writing, and maintenance of high-quality, user-facing documentation for audiences of varying technical abilities.
  • Manage full documentation lifecycles, from scoping to publishing, while meeting deadlines and quality standards.
  • Collaborate with product managers, engineers, and other writers across time zones.
  • Develop strong domain knowledge of our product and customer use cases to create accessible and actionable content.
  • Ensure documentation aligns with company style guidelines and industry best practices.
  • Contribute to process improvements and help evolve documentation strategy to support an expanding global customer base.

Qualifications

  • 10-15 years of experience as a technical writer, with 5+ years focused on customer-facing content for SaaS or web-based applications.
  • Advanced knowledge of content development tools like MadCap Flare, Adobe Experience Manager, Oxygen/DITA, or similar.
  • Strong portfolio of effective documentation, along with the ability to discuss your decisions and strategy.
  • Excellent writing, editing, and communication skills.
  • Experience working in Agile development environments and familiarity with tools like Jira, GitLab, or similar.
  • Experience in contact center technologies or VoIP is a plus.
  • Bachelor's degree or equivalent professional experience.

You'll be part of a collaborative global team shaping the customer content experience at Five9. If you're a self-starter who takes ownership of your work, and are excited to help us improve documentation to serve a diverse, global user base—we'd love to hear from you

Company Benefits

  • Company stocks
  • Annual merit increase based on performance
  • Paid Leave with Cash Conversion
  • HMO with free dependents
  • Retirement Plan
  • Life Insurance
  • While on work from home setup: Internet and meal allowance are provided
  • Employee Assistance Program for mental and social well-being
  • Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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