Company Description

.ppl Solutions, Inc. specializes in providing outsourcing solutions for front-end and back-end business functions to help companies achieve success. By leveraging their unique .ppl Strategy, they dive into a business's processes to create tailored and effective solutions. .ppl Solutions is committed to fostering an environment where their team members can grow, excel, and maintain a healthy work-life balance. As an employer, the company prioritizes empowering its talented workforce with the tools they need to succeed.

Job Summary

The Senior Technical Writer is responsible for creating, maintaining, and leading high-quality technical documentation for internal and external audiences. This role partners closely with engineering, product, support, and operations teams to translate complex technical concepts into clear, accurate, and user-friendly documentation. The Senior Technical Writer also establishes documentation standards, drives documentation strategy, and provides mentorship to ensure consistency and quality across all materials.

Key Responsibilities

Documentation Development & Maintenance

Create, edit, and maintain technical documentation, including:
User guides and manuals
Knowledge base articles
Standard Operating Procedures (SOPs)
Runbooks and operational documentation
Installation, configuration, and troubleshooting guides
Release notes and technical change documentation
Translate complex systems, workflows, and architectures into clear and structured content.
Ensure documentation accuracy, completeness, and consistency.

Documentation Leadership & Strategy

Own and drive the organization's technical documentation strategy.
Establish and maintain documentation standards, templates, style guides, and governance.
Lead documentation efforts for major initiatives, releases, and platform changes.
Review, edit, and approve documentation created by other contributors.

Cross-Functional Collaboration

Work closely with Engineering, Product, Support, NOC, and Customer Success teams.
Act as the documentation subject matter expert during system design and release planning.
Gather, validate, and clarify technical information from subject matter experts (SMEs).

Mentorship & Continuous Improvement

Mentor and provide guidance to junior writers or contributors.
Identify documentation gaps and drive continuous improvement initiatives.
Implement and optimize documentation tools, workflows, and version control processes.

Required Qualifications

Bachelor's degree in Technical Writing, Communications, English, Computer Science, or a related field (or equivalent experience).
5+ years of experience as a Technical Writer in a technical or software-driven environment.
Proven experience creating complex technical and operational documentation.
Strong understanding of technical systems, architectures, and workflows.
Exceptional written communication and editorial skills.
Experience using documentation platforms such as Confluence, SharePoint, Git-based documentation, or similar tools.
Strong stakeholder management and project coordination skills.

Preferred Qualifications

Experience in telecommunications, UCaaS, SaaS, or cloud-based platforms.
Familiarity with VoIP, SIP, PBX, call routing, and UCaaS infrastructure.
Experience documenting APIs, integrations, or platform architecture.
Knowledge of Agile, DevOps, or ITIL-aligned environments.
Experience with structured authoring (Markdown, HTML, XML).
Proficiency with diagramming tools (Lucidchart, Visio, Draw.io).

Key Competencies

Advanced technical writing and editing
Documentation strategy and governance
Technical depth and analytical thinking
Leadership and mentorship
Cross-functional collaboration
Attention to detail and quality
Ability to manage multiple high-impact initiatives

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