Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered. Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments.
Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects data, systems, and workflows across complex enterprise environments.
Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific. As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.
What is the Opportunity?
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. Your 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.
You are 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. You 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, you 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. You 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. Your work directly impacts client success, adoption rates, and support burden reduction.
What Will You Do?
- 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.
What Do You Need to Succeed?
Must Haves
- 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 Have
- 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.
What’s in it for you
Joining our team means being part of a culture that values diversity, teamwork, and high-quality work. We offer competitive salaries, annual bonus potential, generous paid time off, paid volunteering days, wellness benefits, and robust opportunities for professional growth and career advancement. Benefits and eligibility may vary depending on location, employment type, and applicable plan or policy terms.
Want to learn more about what you can look forward to during your career with us? Visit our careers site and our openings here zafin.com/careers
Additional Job Details
Expected Salary $70 000 - $95 000
Vacancy Status: Open Position to be filled
Mode of Work: Hybrid
Accessibility and Accommodations
Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Applicant Privacy
Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s Privacy Notice. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the Candidate Privacy Notice.
Use of AI in recruitment
Zafin may use Artificial Intelligence (AI) and/or other forms of automated technology to screen and/or assess applicants for this position. Zafin will not utilize AI for conducting interviews and/or making hiring decision.
What’s in it for you
Joining our team means being part of a culture that values diversity, teamwork, and high-quality work. We offer competitive salaries, annual bonus potential, generous paid time off, paid volunteering days, wellness benefits, and robust opportunities for professional growth and career advancement. Want to learn more about what you can look forward to during your career with us? Visit our careers site and our openings: zafin.com/careers
Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy-notice/. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the candidate privacy notice.
Zafin Toronto, Ontario, CAN Office
123 Front St W, Toronto, Ontario, Canada, M5J 2M2
