Senior Software Engineer, AI Consultant

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

📋 Description

• Dual-Stream Delivery Model: Allocate your time between Active AI User Support & Structured Troubleshooting (Stream 1) and engage in Proactive Development & Knowledge Engineering during idle time (Stream 2).

• PDCA-Driven Incident Management: Conduct severity-based triage, perform structured root cause analysis (RCA), and maintain detailed case management logs and technical reports.

• AI Agent and Tooling Development: Develop internal tools, automation scripts to enhance troubleshooting workflows, and implement customized agents within the Claude AI platform.

• Knowledge Engineering and Curation: Generate, evaluate, and publish technical articles, best practice manuals, and standardized resolution playbooks.

• Performance Indicator Tracking: Track and report essential operational metrics such as Average Handling Time (AHT), First Response Time (FRT), First Time Resolution (FTR) rate, SLA compliance, and AI agent adoption rates.

• Operational Cadence and Ceremonies: Integrate into the client’s operational structure, actively participating in Daily Stand-ups, Weekly Service Reviews, and Monthly Governance meetings.

⛳️ Requirements

• Strong background in development, prompt engineering, and implementing solutions based on LLMs (particularly Claude AI).

• Excellent skills in backend software development/automation using Python and Node.js for creating custom AI agents, scripts, and tools for internal workflow optimization.

• Practical infrastructure and cloud experience, with robust knowledge of AWS and container management/orchestration using Kubernetes.

• Established knowledge of contemporary connectivity and messaging platforms / MCP (Model Context Protocol).

• Expertise in structured problem-solving methodologies (e.g., PDCA, RCA - Root Cause Analysis) applied in technical contexts.

• Experience with ticketing systems, documentation tools/Wikis, and corporate collaboration platforms.

• Capability to extract and analyze operational data to create technical and management performance dashboards (SLA, AHT, FTR).

• Advanced English proficiency: Crucial for daily communication with international stakeholders, AI program leaders, and client users.

🏝️ Benefits

• Health and dental insurance

• Meal and food allowance

• Childcare assistance

• Extended paternity leave

• Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;

• Profit Sharing and Results Participation (PLR);

• Life insurance

• Continuous learning platform (CI&T University);

• Discount club

• Free online platform dedicated to physical, mental, and overall well-being

• Pregnancy and responsible parenting course

• Partnerships with online learning platforms

• Language learning platform

• And many more!