Documentation Writer Lead

Hi, I'm Juhi Banerjee, your recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

We are seeking a Lead Documentation Writer to work with our remote, international team to plan and develop engaging content for CSG’s products. A successful candidate has experience documenting software within a fast-paced, Agile environment. They work with development teams, product management, and the documentation team to lead the creation of deliverables, including user and technical guides, release notes, and other content. Candidates need to be self-starters, have a flexible attitude, and be able to adapt to changing project priorities.  

We are looking for a Documentation Writer Lead who will:

• Lead and mentor a small team of technical writers.
• Mentor and cross-train new and junior team members.
• Design, develop, and maintain customer documentation for software systems.
• Liaise with software development teams in an Agile environment to identify key documentation deliverables and produce documentation estimates.
• Evolve documentation strategy to suit changing business needs.
• Implement AI tooling and practices to transform documentation processes.
• Design, develop, and maintain online help files for deployment with web-based applications, including planning and executing associated UI help screen testing.
• Co-ordinate document reviews with software development and customer operations teams, building and maintaining constructive working relationships.
• Conform to documentation standards and practices set by the documentation team.
• Manage the Business Unit customer documentation portal.
• Prepare pre-sales documentation and assist with marketing material.
• Review customer documentation for peer writers.
• Contribute to process improvements.
• Create storyboards and scripts for videos and training.

Is this opportunity right for you? We are looking for candidates who have:

• Relevant degree in a scientific or technical field

• At least 5 years’ experience in technical writing role
• Experience leading projects and writers in a documentation team
• Software industry background required, telecoms-specific highly desired
• Experience working both individually and as part of a team in an Agile environment
• Excellent written and verbal communication skills
• Attention to detail with editing and proofreading
• Knowledge of the effective use of graphics in documentation 
• Ability to work simultaneously across several product teams
• Ability to thrive in a remote work environment
• Keen to maintain internal and external customer satisfaction
• Initiative to drive documentation projects with engineering/development
• Writing API documentation (OpenAPI, REST, JSON, SOAP), User Guides, Configuration Guides, Online Help, user journeys, release notes

Tool Proficiencies

• Markdown, AsciiDoc, or other markup languages
• Madcap Flare
• Experience with prompt engineering (proficiency with MCP protocol desirable) in an AI assisted environment a definite plus.
• GIT experience

Perks & Benefits

• Sulamerica Health
• Sulamerica Dental
• Vidalink
• Food/Meal Voucher
• Child Care Assistance
• Day off: on birthday
• Gympass
• Language assistance
• Digital course platform
• Volunteer time off: 2 days a year

Location(s):

Brazil Remote

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.