Technical Documentation Specialist II

Zafin • Toronto, ON

2d • CA$70,000 - CA$95,000 • Hybrid

About The Position

The AI Technical Documentation Specialist is a mid-to-senior level technical role responsible for creating, maintaining, and evolving comprehensive documentation for Zafin's AIOS platform and AI agent solutions. The primary goal is to translate complex AI agent capabilities, workflows, integrations, and banking regulatory requirements into clear, accessible documentation that enables clients, engineers, and non-technical users to understand, operate, and troubleshoot AI agent-based solutions in production banking environments.

The role is responsible for the full documentation lifecycle—from conducting technical research and interviews, to writing and editing comprehensive guides, to maintaining documentation repositories and ensuring version control. The specialist will work collaboratively with engineers, product managers, domain strategists, and banking clients to ensure documentation is complete, accurate, and delivered on schedule. At senior levels, the role will set platform-wide documentation standards, own content architecture, and mentor junior technical writers.

Documentation is the connective tissue between technical delivery, client adoption, and operational reliability. The specialist will play a critical role in the Embed phase of the AIOS delivery lifecycle, ensuring that knowledge required to operate, maintain, and scale AI agents is captured, organized, and accessible. The work directly impacts client success, adoption rates, and support burden reduction.

Requirements

• 2-8+ years of experience in technical writing, documentation, content development, or related field, with a demonstrated ability to simplify complex technical concepts for non-technical audiences.
• Bachelor's degree in Technical Writing, English, Communications, Computer Science, or related field (or equivalent professional experience).
• Strong command of English grammar, syntax, and style with excellent proofreading, editing, and quality assurance skills; ability to maintain consistency across large documentation projects.
• Proficiency with professional documentation tools and platforms: Markdown, Confluence, JIRA, Git version control, MkDocs or Sphinx, Camtasia, and image capture/diagram tools (SnagIt, Draw.io, Lucidchart).
• Demonstrated ability to understand and explain AI, machine learning, large language models, and complex banking systems to technical and non-technical audiences.
• Experience creating documentation for multiple audience levels (developers, business users, operations, compliance) and working in Agile/iterative development environments.
• Experience working with geographically distributed teams across time zones; ability to work in fast-paced, deadline-driven environments with competing priorities.
• Excellent interpersonal skills; able to work effectively with engineers, product managers, domain strategists, compliance teams, and banking client representatives.
• Detail-oriented with strong organizational skills; ability to concentrate on detailed editorial content and maintain accuracy in technical specifications.

Nice To Haves

• Experience documenting AI, ML, agent-based, or autonomous systems; familiarity with API/Swagger documentation and OpenAPI specifications.
• Knowledge of banking, financial services, or regulated industry documentation requirements; familiarity with Zafin products or banking technology.
• Experience with information architecture, content strategy, and accessibility standards (WCAG, Section 508).
• Master's degree in Computer Science, Information Science, or related field.
• Certification in technical writing (e.g., Society for Technical Communication).
• (Senior) Track record of establishing documentation programs or standards across organizations; experience mentoring technical writers or content teams.
• (Senior) Published articles or thought leadership on technical documentation, knowledge management, or related topics.

Responsibilities

• Create comprehensive technical documentation for online Help systems, web pages, and knowledge bases that explain AI agent capabilities, workflows, decision trees, behaviors, and banking product interactions to diverse audiences (developers, business users, operations, compliance teams).
• Develop release notes, technical notes, API documentation, operational guides, and governance/compliance documentation that explains new features, capabilities, bug fixes, breaking changes, and regulatory requirements for AI agents in banking environments.
• Conduct technical interviews and research with engineers, product managers, domain strategists, and banking client representatives to extract requirements and technical details; understand system and user interactions through studying specifications, workflows, and product samples.
• Create visual documentation using industry-standard tools (SnagIt for screenshots, Draw.io/Lucidchart for diagrams, Camtasia for video) to describe AI agent decision logic, system interactions, and banking product concepts; create training materials, quick-start guides, and multimedia content to support client enablement.
• Edit, proofread, standardize, and validate all documentation for accuracy, clarity, completeness, consistency, and banking compliance before publication; maintain documentation repositories with version control; keep documentation current for product releases and banking customer-specific configurations.
• Work in Agile software development environments with monthly releases; coordinate with engineering, product, and support teams to create documentation for banking customer installations; participate in engagement teams and contribute to delivery milestones and client success.
• (Senior) Define platform-wide documentation standards, style guides, and best practices across all AIOS engagements to ensure consistent voice, quality, and compliance with banking documentation requirements.
• (Senior) Own content architecture and information design for platform-wide documentation; establish organizational naming conventions, terminology, and banking product-specific documentation patterns.
• (Senior) Mentor junior technical writers and content creators on documentation best practices, technical writing skills, AI/banking domain knowledge, and client engagement.
• Participate in monthly governance reviews and quarterly operating model reviews, reporting on documentation completion, quality status, and client satisfaction metrics.

Benefits

• competitive salaries
• annual bonus potential
• generous paid time off
• paid volunteering days
• wellness benefits
• robust opportunities for professional growth and career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level