About the Opportunity

We are looking for a professional with an analytical and highly proactive profile to take the lead in evolving our intelligent customer service channels. You will not be responsible for the operational monitoring of traditional bots, but rather for acting in a strategic and consultative manner, in strong synergy with the Product team, to propose structural improvements to the end-to-end customer journey.

If you are data-driven, understand logical flows, and want to lead the transformation of the customer experience using Artificial Intelligence, this role is for you!

What you will do on a daily basis:

• Journey Design and Optimization: Structure, test, and evolve logical flows and business rules for our Conversational AI.
• Data Autonomy: Independently extract and manipulate data to generate critical quality analyses, map bottlenecks, and propose improvements to service flows.
• Product Synergy: Act as a technical and business bridge with the Product team, bringing critical insights based on real reports.
• Process Automation: Create or refine integrations that improve the operational efficiency of the channels.

Required Qualifications:

• Previous experience in the field, demonstrating a critical mindset, autonomy, and a problem-solving profile focused on business issues.
• Previous practical experience with Conversational AI (structuring intelligent flows, analyzing bot intents, or conversational architectures).
• Data Manipulation Mastery: Ability and autonomy to extract information independently using structured spreadsheets, AI platform reports, and database queries.

Differentiators:

• Practical experience or knowledge with automation and integration tools (such as N8N, Make, Zapier, or similar).
• Ease in reading and manipulating JSON structures.
• Previous familiarity with tools such as Snowflake or platforms focused on CX intelligence (such as Cloud Humans).