Karla Melendez
@karlamelendez
Senior technical writer and bilingual copyeditor who builds clear, user-focused documentation and trains conversational AI.
CanadaWhat I'm looking for
I’m a bilingual (English/Spanish) senior technical writer with 20+ years of experience creating clear, user-focused documentation for complex software systems. I’m known for collaborating cross-functionally, managing full documentation cycles, and delivering polished content that helps both technical and non-technical audiences succeed.
In my recent role as a Technical Writer, I produced end-to-end documentation for CCaaS/UCaaS platforms, including Administrator, User, Integrator, and Installation Guides plus Release Notes. I partnered with development and product teams using Jira and Confluence to track tasks, manage feedback, and align deliverables to each release cycle. I authored knowledge base articles in HTML within Oracle Service Cloud and documented AI-powered features such as AI Agents, Agent Assist, and Natural Language Routing.
I also bring strong in-app communication and usability awareness: I have delivered Release Notes through tools like Appcues and Pendo, adapting as in-app platforms evolved. I have captured and edited UI visuals using SnagIt to produce step-by-step screenshots, and I have expanded documentation scope by gaining introductory experience documenting REST APIs with Swagger.
In addition to technical writing, I have worked as an AI Training and Solutions Specialist, designing conversational AI flows for enterprise clients across Facebook Messenger, Twitter, and client-embedded websites. I have trained and refined conversational AI models, executed testing via GitHub and Postman, and analyzed performance trends and response quality to deliver actionable recommendations—fully in English and Spanish. Earlier in my career, I led documentation quality and mentoring, wrote requirements and use cases using XML, and published context-sensitive HTML help using WebWorks and FrameMaker+SGML.
Experience
Work history, roles, and key accomplishments
Technical Writer
Intermedia Intelligent Communications
Feb 2020 - Apr 2026 (6 years 2 months)
Produced end-to-end CCaaS/UCaaS documentation (administrator, user, integrator, installation guides, and release notes) to support product adoption for both technical and non-technical audiences. Authored HTML knowledge base articles in Oracle Service Cloud and delivered release notes via Appcues and later Pendo.
AI Training and Solutions
Wysdom
Sep 2016 - Oct 2019 (3 years 1 month)
Designed and implemented conversational flows for enterprise chatbots deployed on Facebook Messenger, Twitter, and client-embedded websites. Trained and refined conversational AI models, tested chatbot behavior using GitHub and Postman, and provided performance and response-quality recommendations.
Freelance Copyeditor
Contract (Remote)
Nov 2010 - Sep 2016 (5 years 10 months)
Copyedited academic papers for peer-reviewed journals, conferences, and graduate theses across optics and photonics. Copyedited and proofread professional training books for practitioners working with creative software for commercial distribution.
English↔Spanish Translator
Streetfootballworld
Aug 2009 - Sep 2016 (7 years 1 month)
Translated news releases and organizational content between English and Spanish for a global non-profit leveraging football to empower disadvantaged youth.
Technical Writer
Avan
Apr 2010 - Jun 2013 (3 years 2 months)
Produced end-to-end documentation for a print management information system, including administrator, user, integrator, and installation guides and release notes. Converted user documentation to online help using RoboHTML and led internal communications via a company newsletter.
Copyeditor
ATCO Electric
Jul 2011 - Mar 2012 (8 months)
Copyedited Right-of-Way Planning documents using in-house style standards and verified the accuracy of cross-referenced attachments.
Technical Writer
ATCO I-Tek
Sep 2007 - Dec 2009 (2 years 3 months)
Authored and updated user guides for customer billing and tracking systems and collaborated with other technical writers through structured peer reviews. Created and standardized in-house style guides and updated context-sensitive online help field definitions.
Documentation Supervisor
Matrikon Inc.
Jul 2002 - Feb 2007 (4 years 7 months)
Created and maintained administrator, user, and installation guides, read-me files, and release notes for manufacturing process control software. Wrote functional and non-functional requirements and use cases using XML, designed graphical views in Visio, published context-sensitive HTML help with WebWorks and FrameMaker+SGML, and supervised documentation quality while mentoring junior technical wr
Freelance Translator
Freelance (Remote)
Jan 1995 - Jan 2007 (12 years)
Translated 350,000+ words of technical and business content across manufacturing, construction, software, legal, and facilities management sectors. Completed early software localization for an alarm management system deployed in Spanish-speaking markets.
Documentation Specialist
iKnowledge Inc. / Vicom Multimedia
Jan 1995 - Jan 2001 (6 years)
Created administrator, user, and training guides for proprietary multimedia publishing systems and delivered technical training programs across the US and Canada. Contributed to internet content delivery system development using Java, HTML, and Oracle databases.
Education
Degrees, certifications, and relevant coursework
University of Alberta
Bachelor of Science, Computer Science
Earned a Bachelor of Science in Computer Science from the University of Alberta in 1994.
Availability
Location
CanadaAuthorized to work in
Salary expectations
Social media
Skills
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