Position:
Contactual is a global provider of on-demand contact center solutions. Delivered 100% as Software as a Service (SaaS), the Contactual OnDemand Contact Center provides robust contact center functionality with an innovative User Interface.
Our solution is built from the ground-up to be a true on-demand application. The result is an easy-to-use and powerful tool for improving customer interactions and call center efficiency.
This is a newly created position in a fast growing company We are looking for the right individual to lead and grow this important area of interaction with our customers and partners.
Position Description:
The Documentation/Multimedia Specialist is responsible for a wide variety of functions related to the production of product documentation and supporting material including, but not limited to, program guides, release notes, requirements specifications, feature/function, API, help systems, sales literature and implementation and reference guides. Content may include, but is not limited to, written documentation, interactive material, and multimedia. The documentation can be published in a variety of forms such as PDF, print, web-based (HTML/XML), AVI, CD/DVD.
The Contactual OnDemand Contact Center is easy to use, fast, and intuitive. The documentation and media you create should reflect these attributes in being concise, to the point, easy to read and navigate, and developed with a less is more mentality.
The Documentation/Multimedia Specialist is also responsible for the content/document/collateral management system(s), technical strategies relating to these systems, version control and publishing using the most effective methods and tools.
Your success will be measured by your ability to meet published deadlines, results of customer satisfaction surveys from both end customers and partners, and feedback from internal cross functional team members you will interact with on a consistent basis.
Responsibilities:
• Design, write and maintain product documentation.
• Ensure consistent messaging across all media types you control and consistency with other internal cross functional team members such as sales and marketing.
• Develop key customer relationships to build documentation that contributes to an excellent customer experience with implementing, configuring and using the software.
• Publish media in multiple formats.
• Create customer/partner training documentation and video media.
• Manage documentation/media life cycle.
• Identify and convert current text based documentation to new and move effective media delivery types such as web based videos.
• Provide assistance in the drafting and implementation of policies, directives and operating procedures regarding media management.
• Work with language translation companies to convert base English materials to other languages as required.
• Work with Contactual Partners to modify existing documentation/media for ease of Partner re-branding Contactual documentation/media for Partner branded use.
• Prioritize and schedule work effectively in a deadline driven environment to include but not limited to product launches, marketing releases, sales kickoffs,
Qualifications:
• Bachelor's degree
• Three years technical writing experience
• Two years leading a documentation project
• Experience building web based content (HTML/XML/Video)
• Professional level design aesthetic in multimedia work
• Experience encoding and publishing audio and video files
• Experience working collaboratively with project teams
• Excellent communication and interpersonal skills
• Excellent analytical abilities
• Computer literate and proficient with Microsoft Office Suite
• Experience with MadCap Flare highly desired
• Experience with Adobe Captivate or similar CBT tools
• Experience with Adobe RoboHelp or similar Help/FAQ tools
• Experience with other Adobe publishing tools a plus
• Experience with AVI creation/editing software from Adobe, Corel, Pinnacle or similar
• Experience in the Contact Center or Telecommunications industry a plus
• Willingness to learn new technologies and tools
To apply, please send a resume and cover letter to job-20100823ds@contactual.com
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