Employee Profile: Dan Haynes - Cyara

Employee Profile
Dan Haynes

Technical Writer, Australia

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Employee Profile-Dan Haynes

Cyara has a workplace culture that I haven’t seen anywhere else, it revolves around empowerment.

What drew you to a career at Cyara originally and how has the company changed since?

When I first started two and a half years ago, I was drawn to Cyara as it operated in the IVR and Contact Centre space which I had previous experience in. Cyara’s mission to improve customer experience resonated with me as was something I believe in. During my time at Cyara, we have expanded in multiple technologies in the CX Assurance space as well as improving the core Cyara platform, making it easier to use and more accessible.

What does a typical day look like for you and what are you currently working on?

As Cyara’s Technical Writer a typical day starts with checking the Cyara Community Forum for new posts, writing platform documentation for new upcoming features as well as creating supporting resources like installation manuals and recording tutorial videos. The big project that I’m currently working on is a full API documentation stack refresh to enable developers to integrate with the Cyara platform.

Tell us about your work life harmony at Cyara?

Having experienced Cyara both pre and post pandemic, I have experienced how Cyara always puts employee wellbeing first. Taking time off in my experience has never been an issue and is often encouraged so that you’re healthy and happy. The out of office events that Cyara hosts also help foster a real community among the employees.

Describe your current role at Cyara

I’m Cyara’s lead Technical Writer, creating and maintaining user guide content for all Cyara products and offerings. I also create a range of supporting documentation and content, from showcase webinar presentations for both internal Cyara Sales and Marketing teams as well as for Cyara customers to convey new and upcoming features. I moderate the Cyara Community Forum and also record a tutorial video series on how to get the most out of the Cyara platform.

How would you describe the culture at Cyara?

Cyara has a workplace culture that I haven’t seen anywhere else, it revolves around empowerment. Every voice and opinion is heard and valid, with a true sense of collaboration both within and across teams and departments. Being in Technical Publications I collaborate with Sales, Marketing, Engineering, Technical Support and more. We celebrate our successes together as a team and support each other when under pressure.

What has been the most empowering moment in your Cyara career journey?

For me my most empowering moment was being given the opportunity to participate and present during the Cyara Xchange Event in San Francisco. I presented on DevOps for CX and how using CI/CD principles in a Customer Experience context and integrating with the Cyara platform would bring massive improvements to any customer contact platform. The presentation was widely well received and getting direct feedback from our customers who attended was a key highlight for me. Getting a joyful and excited reaction when showcasing a demonstration to some of the largest businesses of what was possible and how to expand their customer experience assurance was awesome.

What are you passionate about in your role?

I believe in the Cyara mindset of putting quality first and to always delight our customers. These principles come through in the technical writing that I create for Cyara, by making high quality and accessible content so that customers can get the most out of their platform. Also I’m passionate about what the Cyara platform is all about, making customer experiences as excellent as possible. I feel like the platform that I am working on is really making a difference for people.

How does Cyara help support your sense of purpose in your career?

To me career purpose comes in two parts, you have to first believe in what you’re working on, as well as being recognised for the work that you are doing. Luckily at Cyara I feel that both of these are not only addressed but are a core experience. With a highly structured and thought out goal set that is discussed at length, that also is connected to a clear reward and bonus structure it’s fantastic to see your good work being recognised.

What have you gained from working at Cyara from a career perspective?

During my time at Cyara we have adopted the Scalable Agile Framework, which has modernized how each engineering team within the organisation interacts and plans new features. In Technical Publications specifically I have been given the opportunity to modernize the platform documentation stack with new frameworks and editing tools.

If you could describe Cyara as an employer in 3 words, what words would you use?

Modern, Aspirational and Empowering.

How has Cyara’s global approach to diversity helped you in your career so far?

Cyara celebrates and embraces diversity with the sense of community and collaboration that we have built together over many years. With employees all over the globe, we value the differences in perspective to be able to solve complex challenges and the importance of working together. We empower each employee voice to be heard and understood, there is a great support network within the company if you ever need it. There are also so many extra events and opportunities from sporting competitions, book clubs, gardening groups and my personal favourite “International Food Day” where we all cook a cuisine from our home country and share it all together.

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