Job Description

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at

About the Opportunity

The Solutions & Technology organization in Avaya is the company’s global team responsible for the innovation and development of Avaya’s contact center, unified communications and collaboration products and services. We are excited about how the world is technologically evolving and strive to lead new revolutions in how businesses communicate through cloud, artificial intelligence, automation, and mobility. Avaya’s Solutions & Technology is seeking the best and the brightest to help transform how the world connects.
Our Information Solutions team is looking to expand with a Technical Writer specializing in Cloud documentation, who can produce detailed and engaging content for our Cloud customers.

Plans, organizes, writes and edits operational, maintenance or test procedure manuals or plans, manages, and develops product localization. Acts as a key contributor in a more complex environment. Promotes teamwork; coaches or guides others. Adapts information and style to the audience and explains difficult issues clearly. Applies knowledge and skills to a range of standard and non-standard activities. Works only under general supervision. Self-sufficient, defines own objectives and goals. Provides technical solutions to a diverse range of difficult problems.

About the Responsibilities

  • Build a clear picture of our customer audiences and their needs, with a solid understanding of their business goals.
  • Research and write accurate, to-the-point, customer content in a structured and easily accessible format for Cloud users.
  • Develop content with a focus on connecting with user personas consuming Cloud services outside the traditional organization infrastructure (e.g. on-premise with IT support teams).
  • Collaborate with technology experts and Agile teams to understand the applicable technologies, platforms, and solutions from an end-customer perspective.
  • Deliver high-quality customer articles, online help, and guides by researching and writing content that connects with our customers.
  • Edit developer-written content and documentation for consistency and continuously update content with current information.
  • Ensure all-around consistency for corporate styles, pictures, fonts, and tone in the content.
  • Co-ordinate the work of a junior writer to meet business goals.

About the Requirements

We are seeking candidates with strong communication skills and problem-solving abilities. Our ideal candidates take pride in what they work on and are passionate about the quality of the work they produce. They are self-starters who can participate in an autonomous team environment with a can-do approach.
Ideally, you’ve been part of teams that have built SaaS and/or PaaS products in your previous roles and loved the satisfaction that comes with knowing that people around the world are using something you’ve created. Join us to do the best work of your career.



  • 2-3 years’ experience in a full-time writer role.
  • Strong written and verbal communications and experience working with content in multiple mediums.
  • Experience in creating content in a DITA-XML based Component Content Management System (CCMS), such as Tridion Docs, Astoria, Ixiasoft.
  • Experience in developing different types of end-user content, such as install/deployment, maintenance, troubleshooting, administering, using, or articles.
  • Familiarity and experience with at least one XML authoring tool, for example xMetal, oXygen, Arbortext Editor.
  • Track record of organizing and leading junior writers on one or more projects simultaneously.


An advantage to have:

  • Experience working as part of team adhering to Agile principles.
  • Experience with solutions in a communications environment: Telephony systems, contact center, and voice and digital channel devices.
  • Ability to work on multiple projects simultaneously.
  • Subject matter expertise in one or more areas of technical writing.
  • Ability to creatively achieve results and to suggest alternate solutions for given deliverables.
  • Experience with API documentation tools and environments (, Slate, Swagger).



  • Full-time position.
  • Opportunity to work remotely or flexibly between home and office.



  • Bachelor’s degree in a linguistic or technical discipline.

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