About the job
We are seeking an experienced and dedicated Technical Publications Manager responsible for overseeing the development, quality, and timely delivery of software telecom product documentation for complex products and solutions. This position requires a solid background in technical documentation within an engineering context, familiarity with Content Management Systems (CMSs), and strong organizational skills. This position is in our Ottawa, Canada office, which follows the hybrid workplace model.
Ribbon Communications delivers IP and optical networking solutions and secure cloud communications to service providers, enterprises, and critical infrastructure sectors globally. We engage deeply with our customers, helping them modernize their networks for improved competitive positioning and business outcomes in today’s smart, always-on, and data-hungry world. Our innovative, end-to-end solutions portfolio includes core-to-edge software-centric solutions, cloud-native offers, leading-edge security and analytics tools, along with IP and optical networking solutions for 5G.
The Ribbon name reflects the company’s mission to deliver an unparalleled suite of best-in-class solutions and services to its growing list of global customers and partners. Ribbon Communications embodies the company’s ambition to continue moving the real-time communications industry forward. Ribbon isn’t just about connecting point “a” to point “b.” It is about encompassing the ability to ensure our contact points are elegantly and seamlessly simple to create, manage, and monitor.

Responsibilities

• Oversee the end-to-end prioritization, management and delivery of technical documentation projects, ensuring alignment with Engineering, Product Management, Program Management, Services and Technical Support objectives.
• Collaborate closely with Project Managers, Product Development, and other Engineering teams to clarify project scopes, timelines, and deliverables.
• Implement style guides, standards, and templates to ensure consistency, clarity, and quality of documentation across all projects.
• Explore and implement tools like Generative AI to streamline content creation, improve content personalization, automate routine tasks, and drive the productivity of writers and SMEs.
• Manage and mentor a team of technical writers, fostering a collaborative, innovative, and high-performance culture with high standards of work quality and productivity.
• Build win/win relationships with Engineering, Product Management, and Services teams to ensure documentation aligns with product functionality and customer needs.
• Facilitate knowledge sharing and alignment between Technical Publications, Product Training, Services, Technical Support, and other departments.

Qualifications

• Bachelor’s degree in Engineering, Technical Communications, or other related fields.
• 5+ years in technical writing, ideally in engineering or technical environment, coordinating complex documentation projects, setting and communicating priorities, and ensuring deadlines are met.
• 5+ years of proven leadership in managing, planning, developing, and motivating a high-performing team.
• 5+ years of experience with Waterfall and Agile methodologies.
• Strong understanding of technical writing authoring tools, XML, structured authoring, and content management best practices. Familiarity with Confluence Wiki and JIRA is a plus.
• Experience with Salesforce is a plus.
• Proven experience collaborating with cross-functional teams, skilled at building positive relationships, connecting people and information, and working across groups to identify gaps and align around the solutions
• Familiarity with Generative AI and other emerging tech that enhances productivity and improves the accuracy of content creation is a plus.
• Organized and resilient, with a passion for continuous improvement to drive change and a commitment to high-quality standards.

Please Note:
‘All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.

• Oversee the end-to-end prioritization, management and delivery of technical documentation projects, ensuring alignment with Engineering, Product Management, Program Management, Services and Technical Support objectives.
• Collaborate closely with Project Managers, Product Development, and other Engineering teams to clarify project scopes, timelines, and deliverables.
• Implement style guides, standards, and templates to ensure consistency, clarity, and quality of documentation across all projects.
• Explore and implement tools like Generative AI to streamline content creation, improve content personalization, automate routine tasks, and drive the productivity of writers and SMEs.
• Manage and mentor a team of technical writers, fostering a collaborative, innovative, and high-performance culture with high standards of work quality and productivity.
• Build win/win relationships with Engineering, Product Management, and Services teams to ensure documentation aligns with product functionality and customer needs.
• Facilitate knowledge sharing and alignment between Technical Publications, Product Training, Services, Technical Support, and other departments