About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Engineer II based in Brazil.
Responsibilities
- Design, build, configure, and optimize intelligent virtual agents for voice and chat using behavioral, procedural, and retrieval-augmented generation (RAG) prompts, API and tool calling, and appropriate guardrails.
- Configure and maintain guided workflows that help contact center agents navigate complex customer interactions.
- Lead hands-on customer integrations involving REST, SOAP, and GraphQL APIs, CRM platforms, knowledge repositories, SharePoint, and other enterprise systems.
- Own the operational health, availability, and performance of deployed virtual agents and guided workflows.
- Participate in an on-call rotation and serve as a technical responder for critical Severity 1 incidents.
- Act as the primary Portuguese-speaking technical liaison between customer teams, contact center stakeholders, telephony specialists, systems integrators, and internal technical teams.
- Localize and validate dashboards, reports, administrative interfaces, and agent-facing experiences in Brazilian Portuguese.
- Lead technical discovery, process mapping, field-mapping exercises, integration specifications, and requirements gathering.
- Design and execute test cases covering integrations, workflows, and conversational experiences.
- Support operational dashboards and reporting in collaboration with analytics and business intelligence teams.
- Coordinate technical delivery across multiple customer engagements, managing priorities, timelines, dependencies, and delivery commitments.
- Develop reusable implementation playbooks, technical documentation, and support procedures to scale delivery capabilities across Brazil and Latin America.
- Work closely with project managers, solution consultants, developers, QA, support, sales, and engineering teams to deliver reliable implementations.
Requirements
- A bachelor's degree or equivalent practical experience, with at least four years of experience in a client-facing technical role.
- Fluency in Brazilian Portuguese and professional working proficiency in English.
- At least five years of experience building and maintaining API integrations using REST, SOAP, or GraphQL, with strong knowledge of JSON, authentication flows, application logs, structured data, and field mapping.
- Proficiency in Python and JavaScript, with a solid understanding of relational database design and its application to integration and data-processing use cases.
- Hands-on experience integrating contact center and telephony platforms.