Customer Success Engineer II

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Design, develop, and optimize Agentic IVAs for voice and chat on the Capacity platform.

• Implement, configure, and provide support for Agent Guidance workflows, including conditional branching and compliance/disclosure prompts.

• Connect workflows with customer systems for data retrieval and capture.

• Integrate Cisco CTI, SIP/telephony, customer CRMs, service and REST APIs, SharePoint, and other knowledge resources.

• Take ownership of uptime and production health for customer IVA and Agent Guidance deployments.

• Monitor systems proactively, troubleshoot issues, and maintain runbooks and alerts.

• Act as the technical responder for Sev 1 issues as part of the on-call rotation.

• Triage and replicate incidents, liaise with Engineering, Support, and Delivery, update customers on status, and facilitate root-cause analysis.

• Function as the primary Portuguese-speaking technical liaison between customer technical teams and Capacity teams.

• Localize and validate solutions in Brazilian Portuguese across dashboards, reports, and agent/admin interfaces.

• Lead discovery and requirements gathering, including process mapping, field-mapping matrices, and integration specifications.

• Create technical and functional documentation to define and estimate delivery efforts.

• Write and execute test cases for integrations, workflows, and conversation flows prior to UAT.

• Support production dashboards and reporting, including AHT, concurrent user counts, AI question volume, and response time.

• Provide technical assistance during POC, pilot, and UAT phases.

• Assist with UAT sessions, test-call triage, defect reproduction/logging, go-live validation, and ticket coordination.

• Maintain documentation and ensure Jira epic hygiene throughout engagements.

• Develop repeatable delivery playbooks and documentation for Brazil/LATAM technical delivery and support.

• Manage a portfolio of enterprise accounts, ensuring production uptime and Sev 1 response.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• 4+ years in a client-facing technical role.

• Fluent in Brazilian Portuguese and proficient in professional working English.

• 5+ years of experience in building API integrations using REST, SOAP, or GraphQL.

• Technical expertise in JSON, logs, authentication flows, structured data, and field mapping.

• Proficient in Python and JavaScript.

• Strong understanding of relational database design for integration purposes.

• Practical experience integrating contact-center and telephony platforms.

• Experience in creating or migrating agentic voice or conversational AI solutions.

• Hands-on experience with prompt engineering, RAG configuration, guardrails, and validation of model behavior against structured test scripts.

• Familiarity with supporting production systems, including incident response and Sev 1 escalations.

• Willingness to participate in an on-call rotation and to extend coverage during critical periods as needed.

• Proficiency in Excel is required.

• SQL and BI tools such as Power BI are preferred.

• Ability to translate data into clear recommendations.

• Excellent communication and consultative delivery skills.

• Proven capability to lead technical delivery for a client while managing multiple accounts.

• Experience with Jira or similar agile tools.

• Ideally located in Brazil and eligible to work in Brazil.

• Strong preference for candidates with Cisco CTI/Contact Center experience.

• Familiarity with contact center, conversation analytics, and agentic AI is a plus.

• Knowledge of LLM prompts, knowledge grounding, and response quality evaluation is beneficial.

• Experience in utilities, energy, or other regulated enterprise contact-center environments is advantageous.

• Familiarity with Salesforce or similar CRM integration patterns is desirable.

• Enterprise experience from onboarding through renewal and expansion is a plus.

🏝️ Benefits

• Employer-sponsored health insurance (for you and your eligible dependents).

• Profit Interest Units/incentive compensation.

• Unlimited vacation policy.

• 401(k) plan with company matching.

• Short-term disability insurance.

• Group life AD&D insurance.

• A supportive and diverse workplace that prioritizes respect for colleagues and clients.

• A fun and collaborative team culture.

• Remote work arrangement.

• Opportunities to engage with and educate Create A Loop students throughout the year.