Technical Writing Portfolio
| Project | What It Shows | Description |
|---|---|---|
| Routing Documentation |
|
Despite routing being core to the NICE CXone product, no dedicated routing documentation existed for many years. Processes and settings were scattered throughout the application-based online help. I identified this gap, consolidated content from across the help system into a cohesive Routing section, and used snippets to single-source it so content could live both here and alongside its relevant application. I wrote the Routing, Dynamic Delivery, and Static Delivery overviews and the Dynamic Delivery enablement page. The remaining sections are a combination of my own writing and content pulled from existing documentation. |
| Multi-Region Storage | Documentation of a complex feature with a lot of rules and caveats. | Multi-region storage was one of the most long-awaited features in CXone, enabling global customers to store files in the region where they were created rather than defaulting to the nearest AWS location of their CXone tenant. This was a compliance requirement for customers operating in countries with strict data privacy and residency regulations, meaning the feature was effectively a blocker for CXone's global expansion until its release. The AWS integration introduced significant technical constraints and a complex set of rules and exceptions that required close collaboration with engineering to fully document. I structured the documentation to ensure customers could clearly understand both the capabilities and the compliance implications before implementation. |
| Release Notes Archive | Project creation, design, and building with CSS in MadCap Flare | This is an archive of NICE CXone release notes I created to address recurring requests for historical release documentation. Because the online help only surfaced current releases, internal and external users frequently needed older versions sent manually. I built this archive to enable self-service access, structuring it as a dedicated Flare project using the online help template I helped design and build. Note that release notes are a compilation of contributions from the entire writing team. I owned the process and final output, but did not write all content. The design reflects the updated brand colors and fonts NICE introduced in 2025. |