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Technical Documentation Portfolio

As a technical writer, I translate software engineer for the general public. My goal is to make software features easy to understand and implement. Writing software documentation requires research, document planning, information organization, and direct plain language skills. I work closely with software engineers and other subject matter experts so I know what questions to ask. I love when something I have written can directly help others to accomplish their technical goals.

This page showcases a few examples of the technical documentation I've produced.

Google Customer Engagement Suite

General Agent Design Best Practices

I co-wrote the best practices document with suggestions for the most effective and efficient ways to design a virtual agent in Dialogflow CX. First, we broke down the document into sections based on the most important aspects of virtual agent design. Then we shared the document with the engineering team who provided further input and suggestions. After this final round of edits Google published our document online. Click the button to view the documentation page.

Skills:

Organizing information
Collaborative writing

Challenges:

Agreeing on a common voice
Composing information from conflicting sources

General agent design best practices

Agent Assist LLMs

I edited software engineer-authored documents for LLM integrations. These documents were written in Google docs then I converted them to Markdown and uploaded them for online publication. I ensured the documents complied with Google's developer style guide and maintained the style and tone of existing documentation. Click the button to view the relevant documentation page.

Skills:

Copy-editing
Following a style guide
Research and interviews with subject matter experts
Converting Google docs to Markdown

Challenge:

Tight deadlines

Article Suggestion

(Proactive) GKA

Genesys Cloud integration

Summarization V2 baseline (chat + voice)

Twilio integration

Summarization with custom sections

Summarization best practices

Quality AI

I created the knowledge base for the new CCAI Insights product, Quality AI. I collaborated with the software engineers working on both the front and back end of this product to write 4 comprehensive documents. From private to public releases, I maintained and updated these documents to ensure they accurately reflected the product and the features it offers. Click one of the buttons to view the Quality AI documentation.

Skills:

Creating a knowledge base
Choosing the most useful document types to publish
Writing as part of a product team

Challenge:

Maintaining content accuracy with frequent software feature changes

Release notes

I wrote release notes for both Agent Assist and Insights feature releases. I collaborated with the technical program manager to ensure release notes were published alongside feature releases. Click the button to view the release notes page.

Agent Assist

Insights

Skills:

Concise and meaningful writing

Challenge:

Gaining access to release note management software