Technical Writer / Trainer
Location: Remote

EDCi provides infrastructure and call center technology services and solutions to clients
throughout North America. Through our partnership and certifications with leading technology
providers including Citrix, Cisco, Genesys, IBM and Microsoft, our customers receive the highest
quality of product and service the industry has to offer.

EDCi delivers cutting edge technology to its clients to address very specific client needs. As the
Technical Writer, you will act as the intermediary between the Engineering staff at EDCi and the
end customers. You will interface with multiple dynamic teams at EDCi and at EDCi’s clients to
build out technical papers and instruction manuals for EDCi end clients.

As a technical writer, you will write instruction manuals (training materials), white papers and case
studies as well as standard operating procedures. This position works with dynamic teams and
dynamic clients on new and exciting technologies and processes. The technical writer is
responsible for documenting internal processes, training on those processes, writing standard
operating procedures, writing case studies, and producing white papers as well as creating syllabi
so that EDCi partners’ training staff will use to train their employees on the new technology.

Come join a high-performance team! At EDCi, we are more than just technologists. We are a
team passionate about the work we do, and a family dedicated to building on our strengths and
improving our challenges both individually and collectively. EDCi is an organization that takes
pride in recognizing balance and the importance of family. If you’re a talented professional
looking to help lead a cutting-edge growing company and seek a flexible, family-oriented work
environment, we want to talk to you!



When you join the EDCi team, you’ll receive many perks, such as:

And much more!

Enabling Excellence in Communication and Technology

RESPONSIBILITIES:

• Create and organize training curricula

• Manage and create training materials

• Manage specific tasks within client projects related to building training materials and organizing

• Manage specific tasks around processes and optional training request for clients requiring

• Conduct client training in a trainer format

• Maintain and document internal processes

• Ensure all artifacts created for processes and training are evergreen

• Must have the ability to operate with minimal supervision and effectively communicate with

PRIMARY/ESSENTIAL SKILLS AND QUALIFICATIONS:

• 1+ year experience in Genesys Cloud CX (Purecloud) technology

• Genesys Could CX certification is a plus

• Knowledge of telephony architecture and Genesys Cloud CX dependencies

• Experience in delivering business operations and/or customer experience initiatives

• Understand best practices for a service organization

• Development experience and/or mindset

• Excellent client service attitude and team focus
  

• Create and organize training curricula

• Healthcare industry background

• Natural language bot flow development experience

• Leadership experience

• Business analysis experience or having been part of transformation projects

• Understand how budgets work along with how to creatively achieve strategic initiatives