Worked on enhancing omnichannel documentation for the MicrosoftDocs/dynamics-365-customer-engagement repository, focusing on context variables to support integration across multiple customer service channels. Used Markdown and technical writing skills to clarify channel availability, document new context variables such as msdyn_ChannelInstanceId, and expand coverage to platforms including Direct Line, LINE, Teams, Apple Messages for Business, Facebook, WhatsApp, SMS, and Telephony. Consolidated and standardized documentation entries to improve clarity, maintainability, and onboarding for developers and administrators. The work emphasized traceability and review quality, delivering two feature updates over two months without code changes or bug fixes, prioritizing documentation-driven business value.