Sukanya Paul
Summary
Senior Technical Writer with 10+ years building customer-facing documentation for enterprise SaaS, cloud, networking, and financial platforms, including Cisco, Oracle, and Fidelity Investments. Deep expertise in DITA XML, structured/topic-based authoring, information architecture, and CCMS platforms (Oxygen XML, OAKF, AEM, SDL Tridion), with a track record of converting large legacy documentation sets into modular, single-sourced content that scales across releases.
Distinguished by hands-on work modernizing documentation with AI: using Codex, Augment, and enterprise AI platforms to accelerate first drafts and content restructuring, and designing a GenAI-powered search assistant embedded directly into Cisco's customer-facing documentation — enabling readers to ask natural-language questions and get answers in seconds instead of searching entire guides. This pairs traditional technical writing rigor with the AI-driven workflows most writers are only beginning to adopt.
Has owned documentation end-to-end — from authoring and SME/peer review coordination to publishing and release management — across enterprise network controllers, financial macro-automation tools, and SaaS communication platforms. Proven impact includes reducing customer-facing quality issues by 20-25% on a financial automation project and mentoring junior writers while driving team-wide documentation standards.
Overview
1
1
Language
20
20
years of professional experience
Work History
Senior Technical Writer
Cisco Systems
02.2026 - Current
- Authored and maintained five flagship technical guides for the Cisco Crosswork Network Controller — Administration, Installation, Device Lifecycle Management, Planning & Design, and the Hierarchical Controller Solution guide — supporting enterprise-scale network deployments for customers worldwide.
- Leveraged Codex and Cisco's internal AI platform to generate first drafts, meaningfully shortening the time from feature spec to publishable content.
- Adopted AI plugins within Oxygen XML Editor to accelerate restructuring content into Cisco's five information types, producing modular, scannable topics that are easy for humans to navigate and accurate for AI systems to parse and retrieve.
- Used Augment and Visual Studio Code to accelerate converting legacy content into CTWG-compliant format, including migrating a 500-page Crosswork Network Cloud guide within one week — validating AI-generated output, correcting gaps, and finalizing the conversion end-to-end.
- Redesigned how documentation is consumed on Cisco.com by restructuring content into a Book-and-Chapter format with a GenAI search assistant per chapter and a three-panel navigation layout, letting readers ask natural-language questions and locate specific information in seconds instead of scanning an entire guide.
- Owned documentation publishing end-to-end in Adobe Experience Manager (AEM), managing version-controlled updates across multiple release-specific doc sets and publishing in both HTML and PDF.
- Tracked down and resolved documentation defects (doc bugs) across multiple release cycles, updating guides to reflect new feature enhancements, bug fixes, and release-specific changes. It directly reduced the incomplete or outdated guidance that typically drives customers to open support tickets.
- Updated bug descriptions for software releases in Release Notes for the Cisco Crosswork Hierarchical Controller documentation, giving customers and support teams a clear record of resolved issues and fixes.
Senior Technical Writer
Oracle Financial Services
07.2025 - 12.2025
- Produced and maintained technical documentation for Oracle's Communication Cloud Service, a SaaS-based digital product, using Oxygen XML Editor and OAKF CCMS to manage content structures and enable reuse, with accuracy, clarity, and quality standards enforced throughout.
- Implemented a DITA-based information architecture (Concept, Task, Reference) with defined document structures, templates, and styles, enabling modular content creation and maximizing reuse across deliverables.
- Applied internal Oracle AI assistants for rapid reviews, content improvement, and consistency checks, and validated documentation accuracy by testing product features in test environments against UI designs (Figma) and product specifications.
- Coordinated peer, SME, and technical review workflows and maintained documentation currency across releases through periodic audits, collaborating closely with product managers, developers, and SMEs to clarify technical details and resolve content issues.
Senior Technical Writer
Fidelity Investments
07.2012 - 07.2025
- Delivered clear, structurally sound technical documentation — user guides, online help, and release notes — for enterprise digital platforms across a 13-year tenure, authored using structured authoring and XML-based tools from concept through procedure.
- Designed content structures around information architecture standards and built reusable content components within a structured documentation system, improving navigation and the overall user journey.
- Enforced editorial standards, terminology control, and style consistency across large-scale documentation sets, backed by regular quality inspections and compliance reviews.
- Owned the end-to-end editorial process — review coordination, version control, publishing, and archiving — while using AI tools (Contentwise) and Grammarly to raise writing quality and consistency.
- Managed multiple concurrent projects on tight timelines in an Agile environment, while mentoring junior writers and championing documentation best practices across the team.
- Produced end-to-end documentation for a team automating their Day 1 and Day 2 financial calculation process via a custom macro, providing clear, step-by-step guidance for running the macro accurately — reducing quality issues in their calculation process by 20-25%.
Content Writer
Wipro Technologies
Bangalore
11.2011 - 05.2012
Content Writer
Notion Ink Design Labs Pvt. Ltd.
Bangalore
07.2011 - 11.2011
Freelance Content Writer
Espirit Communications
01.2008 - 01.2010
Content Writer
Compare Infobase
Kolkata
01.2007 - 09.2007
Education
Master of Arts - Journalism and Mass Communication
University of Calcutta
01.2006
Bachelor of Arts - History (Honours)
Loreto College, University of Calcutta
01.2004
Skills
Documentation Expertise: DITA XML, Structured Authoring, Topic-Based Authoring, Single Sourcing, Information Architecture, Content Reuse, Modular Content Development, Documentation Modernization, Documentation Lifecycle Management, Release Notes, User Guides, Online Help, Enterprise SaaS Documentation, Networking Documentation, Customer-Focused Documentation
AI-Assisted Documentation: Codex, Augment, Enterprise AI Platforms, AI Plugins for Oxygen XML Editor, Grammarly AI, Prompt Engineering, AI-Assisted Content Review, AI-Driven Content Quality Validation, AI-Enhanced Structured Authoring Workflows, Content Chunking and Optimization
Authoring & Publishing Platforms: Oxygen XML Editor, MadCap Flare, Adobe FrameMaker, RoboHelp, ContentPro XML Editor, Adobe Experience Manager (AEM), SDL Tridion, Typo3, OAKF CCMS
API & Developer Documentation: REST APIs, Swagger/OpenAPI, Postman, Markdown, XML, HTML, GitHub
Collaboration & Quality Assurance: Cross-Functional Collaboration, SME Interviews, Peer Reviews, Documentation Review, Documentation Planning, Version Control, JIRA, Confluence
Tools & Applications: MS Office, Visio, SnagIt, Camtasia, Adobe Photoshop
Languages
English
Proficient
C2
Timeline
Senior Technical Writer
Cisco Systems
02.2026 - Current
Senior Technical Writer
Oracle Financial Services
07.2025 - 12.2025
Senior Technical Writer
Fidelity Investments
07.2012 - 07.2025
Content Writer
Wipro Technologies
11.2011 - 05.2012
Content Writer
Notion Ink Design Labs Pvt. Ltd.
07.2011 - 11.2011
Freelance Content Writer
Espirit Communications
01.2008 - 01.2010
Content Writer
Compare Infobase
01.2007 - 09.2007
Master of Arts - Journalism and Mass Communication
University of Calcutta
Bachelor of Arts - History (Honours)
Loreto College, University of Calcutta