About Us

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.

On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.

Role Overview

Observe.AI is looking for a skilled Technical Writer on a 6-month contract to create clear, concise, and customer-facing technical documentation for enterprise products. This role will work closely with Product, Engineering, Customer Success, and Solutions teams to translate complex technical concepts into high-quality documentation that supports customers, partners, and internal teams.

What you’ll be doing

• Own and architect a scalable, AI-ready documentation ecosystem that serves as the authoritative source of truth across customers, internal teams, and AI-powered systems and also across the product lifecycle, from new feature launches to enhancements and deprecations.
• Create, update, and maintain technical documentation including product guides, user manuals, API documentation, FAQs, release notes, and knowledge base articles.
• Collaborate with Product Managers, Engineers, and Customer Success teams to understand product functionality and workflows.
• Translate complex technical concepts into simple, accurate, and customer-friendly content.
• Ensure documentation is consistent with Observe.AI’s brand, tone, and style guidelines.
• Review and edit existing documentation to improve clarity, accuracy, and usability.
• Support internal teams with enablement content such as internal guides and onboarding material when required.
• Work with tools such as Confluence, GitHub, or documentation portals to publish and manage content.
• Define and implement documentation information architecture, taxonomy, and metadata standards
• Design modular content systems optimized for discoverability, reuse, and AI retrieval

What you bring to the role

• 4–8 years of experience as a Technical Writer, preferably in B2B SaaS or enterprise technology companies.
• Experience designing scalable documentation systems, not just writing content
• Understanding of structured authoring, metadata tagging, and content modeling
• Familiarity with AI-assisted documentation, complex software products, APIs, or platforms.
• Ability to work closely with Engineering and Product teams and quickly grasp technical concepts.
• Excellent written English with strong attention to detail.
• Experience with documentation tools such as Confluence, Markdown, Git-based workflows, or similar.
• Ability to work independently and manage multiple documentation streams in a fast-paced environment.

Preferred Qualifications

• Experience working with AI, analytics, contact center, or enterprise SaaS products.
• Exposure to customer-facing documentation for large enterprise clients.
• Familiarity with Agile or SaaS product development environments.
• Experience creating enablement or training documentation.