Customer Success Engineer II

Accountabilities Conversational AI Development: 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. Validate agent behavior against structured test scripts and continuously improve response quality.

Agent Guidance Implementation: Configure and maintain guided workflows that help contact center agents navigate complex customer interactions. Build conditional branching, compliance prompts, and disclosure requirements while integrating workflows with customer systems for inbound data retrieval and outbound data capture.

Technical Integrations: Lead hands-on customer integrations involving REST, SOAP, and GraphQL APIs, CRM platforms, knowledge repositories, SharePoint, and other enterprise systems. Configure and test Cisco CTI integrations, SIP and telephony connections, event mappings, and screen-pop triggers.

Production Reliability and Monitoring: Own the operational health, availability, and performance of deployed virtual agents and guided workflows. Monitor systems proactively, troubleshoot issues, maintain alerting and runbooks, and resolve potential problems before they affect customers.

Incident Response and Escalation: Participate in an on-call rotation and serve as a technical responder for critical Severity 1 incidents. Triage and reproduce issues, coordinate with engineering and support teams, communicate status to customers, and drive root-cause analysis and post-incident improvements.

Customer Technical Leadership: Act as the primary Portuguese-speaking technical liaison between customer teams, contact center stakeholders, telephony specialists, systems integrators, and internal technical teams. Translate business and technical requirements into clear implementation plans and practical recommendations.

Brazilian Portuguese Localization: Localize and validate dashboards, reports, administrative interfaces, and agent-facing experiences in Brazilian Portuguese, ensuring solutions are appropriate for local users and operating requirements.

Discovery and Requirements Documentation: Lead technical discovery, process mapping, field-mapping exercises, integration specifications, and requirements gathering. Produce clear technical and functional documentation to support project scoping, effort estimation, implementation, and ongoing maintenance.

Testing and Quality Assurance: Design and execute test cases covering integrations, workflows, and conversational experiences. Support user acceptance testing (UAT), pilot programs, proof-of-concept initiatives, defect reproduction, test-call troubleshooting, and go-live validation.

Customer Reporting and Analytics: Support operational dashboards and reporting in collaboration with analytics and business intelligence teams. Monitor key metrics such as average handling time (AHT), concurrent user volumes, AI question volume, and response times, translating findings into actionable recommendations.

Implementation and Delivery Management: Coordinate technical delivery across multiple customer engagements, managing priorities, timelines, dependencies, and delivery commitments. Maintain accurate project documentation, issue tracking, and epic management in Jira or similar tools.

Regional Delivery Enablement: Develop reusable implementation playbooks, technical documentation, and support procedures to scale delivery capabilities across Brazil and Latin America.

Cross-Functional Collaboration: Work closely with project managers, solution consultants, developers, QA, support, sales, and engineering teams to deliver reliable implementations and ensure customers receive effective technical support throughout the deployment lifecycle.

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, with the ability to collaborate daily with international product, engineering, and delivery teams.

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. Experience with Cisco CTI or Cisco Contact Center is strongly preferred, as is familiarity with SIP and PSTN integration patterns.

Practical experience building, deploying, or migrating conversational AI or agentic voice solutions, including call-flow design, escalation logic, prompt engineering, RAG configuration, guardrails, and structured validation of AI model behavior.

Experience supporting production systems, troubleshooting technical issues, managing incidents, and participating in Severity 1 escalations. Willingness to join an on-call rotation and occasionally extend coverage during critical operational periods is required.

Strong data literacy, including proficiency with Excel. Experience with SQL and business intelligence tools such as Power BI is preferred, along with the ability to interpret operational metrics and turn them into clear recommendations.

Excellent communication, presentation, and consultative skills, with the ability to explain complex technical concepts to non-technical stakeholders and senior leadership.

Demonstrated experience leading client-facing technical delivery, including requirements gathering, process mapping, implementation planning, work coordination, stakeholder updates, and delivery accountability.

Strong project management and organizational skills, with the ability to manage multiple customer accounts, prioritize competing demands, and maintain accurate documentation using Jira or comparable project management tools.

A proactive, customer-focused mindset, with strong troubleshooting instincts, sound technical judgment, and the ability to take ownership of issues from identification through resolution.

A commitment to continuous learning, collaboration, accountability, and high-quality delivery, including the willingness to support colleagues and contribute beyond narrowly defined responsibilities.

Preference for candidates based in Brazil who are eligible to work in the country.

Nice to have:

Experience with contact center technologies, conversation analytics, and agentic AI platforms.

Working knowledge of large language models (LLMs), including prompt design, knowledge grounding, and methods for evaluating response quality.

Experience in utilities, energy, or other regulated enterprise contact center environments.

Familiarity with Salesforce or comparable CRM platforms and enterprise integration patterns.

Experience supporting enterprise customers throughout onboarding, ongoing adoption, renewal, and expansion.

Experience establishing regional technical delivery capabilities, implementation frameworks, or reusable playbooks from the ground up.

A track record of improving AI agent performance or guided workflows through ongoing monitoring, experimentation, and data-driven optimization.

Benefits

Competitive USD compensation: Expected base salary of $65,000–$75,000 USD, depending on experience, skills, and location.

Health coverage: Employer-paid health insurance for employees and eligible dependents.

Incentive compensation: Profit Interest Units or other incentive compensation opportunities.

Flexible time off: Unlimited vacation policy.

Retirement benefits: 401(k) plan with company matching, subject to applicable eligibility and plan terms.

Insurance protection: Short-term disability insurance and group life and accidental death and dismemberment (AD&D) insurance.

Remote work: A remote, full-time opportunity based in Brazil, with collaboration across international teams.

Professional development: Hands-on exposure to enterprise AI, conversational automation, telephony integrations, and complex customer deployments.

Collaborative culture: A supportive and inclusive environment that encourages innovation, independent problem-solving, and knowledge sharing.

Community involvement: Opportunities to contribute to educational initiatives through an affiliated nonprofit that provides computer science education to underserved communities.

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