At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.
Overview of Job Function:
We’re looking for an experienced Senior Technical Writer to join our Engineering organization. In this role, you will work closely with engineers, product managers, architects, and QA teams in a fast‑paced agile environment to deliver content that helps customers use our products with confidence. You’ll break down complex technical concepts and transform them into clear, accurate, and user‑centric documentation that supports a wide range of personas. This role is ideal for a writer who is technically curious, detail‑driven, and passionate about helping users understand how enterprise software works.
ResponsibilitiesPrincipal Duties and Essential Responsibilities:
- Own end‑to‑end documentation delivery for assigned product areas, ensuring content is accurate, complete, consistent, and delivered on schedule.
- Partner closely with cross‑functional stakeholders - including Product Management, Engineering, QA, Architecture, UX and Support - to gather information, validate accuracy, and deeply understand product / feature capabilities.
- Lead the full content development lifecycle, including scoping, analysis, information architecture, drafting, technical validation, editing, and publication.
- Stay tightly aligned with feature and release development, proactively identifying documentation scope, risks, and dependencies.
- Actively use AI-assisted tools throughout the documentation authoring lifecycle to accelerate content creation, improve quality, and increase efficiency.
- Drive continuous improvement in documentation quality, focusing on clarity, structure, usability, searchability, and customer value based on feedback and data.
- Contribute to cross‑team initiatives that enhance documentation tooling, templates, workflows, automation, and publishing processes.
- Serve as a documentation lead for complex or cross‑product features, coordinating tasks across writers and ensuring high‑quality, cohesive output.
- Coordinate and facilitate technical and editorial reviews with subject matter experts, ensuring timely feedback and issue resolution.
- Provide peer reviews and mentoring for other content developers, offering guidance on writing quality, structure, consistency, and best practices.
- Monitor and report project progress, escalating risks, blockers, or resource constraints to management as needed.
- Create in app guidance using Pendo to onboard new users to our products and enable them on the latest features.
- Respond to content update requests related to defects, customer feedback, and root‑cause analyses, ensuring documentation remains accurate and current.
- Review and contribute to user interface text, collaborating with UX and Development teams to improve clarity, terminology, and user guidance across the product.
Required Qualifications:
- 8+ years of technical writing experience in a large software company, SaaS, or enterprise technology environment.
- Proficiency with industry standard documentation tools and source control, specifically MadCap Flare and GitHub.
- Strong experience working in Agile/Scrum environments, collaborating with PM, Dev, QA, and UX teams.
- Demonstrated experience with structured authoring (e.g. topic-based writing) and reusable content strategy.
- Knowledge and experience of using AI tools to assist with specific tasks during the content authoring lifecycle.
- Expertise applying style guides, terminology standards, and accessibility guidelines (WCAG or similar).
- Experience reviewing UI text and collaborating on UX writing, aligning terminology and improving user guidance.
- Self‑directed and highly organized, able to manage multiple projects and shifting priorities.
- Detail‑oriented mindset, with a strong focus on accuracy and technical precision.
- Customer‑centric approach, always considering usability and clarity from the end‑user perspective.
- Experience working with global or distributed teams, including navigating multiple time zones and asynchronous collaboration.
- Experience leading documentation efforts for large features or cross‑product initiatives.
Skills Required
- 8+ years of technical writing experience in a large software company, SaaS, or enterprise technology environment
- Proficiency with industry standard documentation tools and source control, specifically MadCap Flare and GitHub
- Strong experience working in Agile/Scrum environments, collaborating with PM, Dev, QA, and UX teams
- Demonstrated experience with structured authoring (e.g. topic-based writing) and reusable content strategy
- Knowledge and experience of using AI tools to assist with specific tasks during the content authoring lifecycle
- Expertise applying style guides, terminology standards, and accessibility guidelines (WCAG or similar)
- Experience reviewing UI text and collaborating on UX writing, aligning terminology and improving user guidance
- Self-directed and highly organized, able to manage multiple projects and shifting priorities
- Detail-oriented mindset, with a strong focus on accuracy and technical precision
- Customer-centric approach, always considering usability and clarity from the end-user perspective
- Experience working with global or distributed teams, including navigating multiple time zones and asynchronous collaboration
- Experience leading documentation efforts for large features or cross-product initiatives
What We Do
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction. Our solutions help brands close the gap created when they lack the resources required to deliver experiences that fulfill customer expectations. Closing this Engagement Capacity Gap™ helps them build lasting relationships with customers and drive real business results. The Verint Customer Engagement Platform draws on the latest advancements in artificial intelligence and analytics, open integration, and the science of customer engagement to meet ever-increasing, ever-shifting consumer interactions and demands. We help our customers to drive even greater value from their technology investments by working closely with a broad ecosystem of solutions and partners. With Verint, brands can finally unlock the potential of customer engagement across every area of the business to deliver consistently differentiated experiences to their customers and employees, and do so at scale to realize tangible business results. Global Presence • Headquartered in Melville, N.Y., with 40+ offices worldwide • Powered by 4,500 dedicated professionals and a global partner network Closing the Engagement Capacity Gap Brands today are challenged to deliver quality customer experiences across dozens of engagement channels, hundreds of customer journeys, and millions of interactions – all with the same team and resources. This results in an Engagement Capacity Gap. Verint solutions are uniquely geared toward closing this gap. More than 10,000 organizations in over 175 countries—including more than 85 percent of the Fortune 100 — rely on Verint. To learn more, visit: www.verint.com
