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Senior Technical Writer / Content Developer

Date:  Apr 9, 2021

Ottawa, ON, CA

Requisition ID:  29852

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 www.avaya.com.

About the Responsibilities


  • Build a clear picture of our customer audiences and their needs, with a deep 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.
  • Represent Information Solutions on product core teams, and co-ordinate the work of junior or intermediate writers to meet business goals.



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. We are looking for a DevOps enthusiast. You can demonstrate significant impact that your work has had on the product and/or the team. Join us to do the best work of your career


  • 3 years’ experience as an Intermediate writer or 5-8 years total experience.
  • Experience working as part of team adhering to Agile principles
  • Strong written and verbal communications and experience working with content in multiple mediums.
  • Experience in creating and curating content in a DITA-XML based Component Content Management System (CCMS), such as Tridion Docs, Astoria, Ixiasoft.
  • Ability to develop different types of end-user content, such as install/deployment, maintenance, troubleshooting, administering, using, and articles.
  • Experience with complex solutions in a communications environment: Telephony systems, contact center, and voice and digital channel devices.
  • Familiarity and experience with at least one XML authoring tool, for example xMetal, oXygen, Arbortext Editor.
  • Ability to work on multiple projects simultaneously.
  • Track record of organizing and leading junior or intermediate writers on one or more projects simultaneously.

Additional Skills

An advantage to have:

  • Subject matter expertise in one or more areas of technical writing.
  • Specific focus and in depth knowledge on one or more of the following fields of technical writing and/or localization: Tools, localization management and engineering, component content management systems (CCMS), Global Information Management systems, information architecture, user and task analysis; adhering to and fostering best technical practices within a team; directing new technologies and trends within the industry and propagating them within the team.
  • Ability to creatively achieve results and to suggest alternate solutions for given deliverables.
  • Experience with dynamic Content Delivery Solutions, for example Tatiana, Zoomin Software.
  • Experience with API documentation tools and environments (Readme.io, Slate, Swagger).


Bachelor degree or equivalent experience
Master degree or equivalent experience

Preferred Certifications


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).