Project Analyst III – Conversational Design, Customer Service Channels

Role Overview

• Support the execution of requests across the delivery pipeline based on improvement and evolution requests for voice and text channels;
• Ensure organization and continuity across design, validation (homologation), publishing and monitoring stages;
• Support handovers between stakeholders involved in delivery, ensuring clarity on status, open items and next steps;
• Act as operational support for conversational initiatives, contributing to greater predictability of operations.
• Execute functional tests for conversational experiences across chatbot, IVR (Interactive Voice Response), voice, text and related flows;
• Validate that implemented behavior adheres to the defined scope;
• Structure and consolidate validation evidence, including screenshots, logs, observations and validation plans;
• Support deployment and GMUD (change management) processes when applicable.
• Prepare and keep operational delivery documentation up to date;
• Record flows, journeys, adjustments, operational decisions and change history;
• Support maintenance of the chapter's document repository;
• Ensure traceability between ticket, user story, flow, validation and publication;
• Support standardization and use of the chapter's documentation templates.
• Manage version control of flows and maintain change history for conversational experiences;
• Log what was changed, when, in which environment and the impacts of the change;
• Support the transfer of flows/configurations between validation (homologation) and production;
• Ensure preservation of context and delivery history.
• Monitor operational indicators and performance signals of conversational experiences;
• Consolidate learnings, deviations and opportunities based on observed behavior, operations and results;
• Provide feedback to PMs and POs with inputs relevant to decision-making;
• Support review of tickets, recurring failures, content gaps and improvement opportunities.
• Support organization, maintenance and evolution of the knowledge base used in generative AI initiatives;
• Identify gaps, redundancies and improvement opportunities in the knowledge base;
• Help maintain consistency between the knowledge base, flows and conversational communications;
• Record changes and relevant impacts in the corresponding documentation.
• Support organization of conversational content, including copy, flows, messages and service structures;
• Assist in content curation and structure for chatbot and IVR;
• Contribute a tactical-operational perspective on clarity, consistency and execution of experiences;
• Support simple prototyping of conversational experiences, when needed, using tools such as Figma, for channels like WhatsApp, chatbot and IVR.

Requirements

• Bachelor's degree (completed);
• Proficiency in English and Spanish: desirable (preferred);
• Experience with operation, support, documentation or implementation of digital or conversational flows/processes;
• Strong organizational skills and the ability to manage activities, deliveries and change history;
• Experience preparing functional, operational or validation documentation;
• Experience executing tests and validating flows;
• Good written communication and the ability to record information clearly;
• Analytical profile for interpreting indicators, incidents, behavior and operational signals;
• Comfortable working collaboratively with different profiles such as POs, PMs, designers, business areas and partner teams.
• Differentials / Nice-to-haves:
• Experience with chatbots, IVR, WhatsApp, service flows or conversational experiences;
• Experience with customer service tools, automation or conversational platforms;
• Knowledge of UX Writing or conversational design;
• Experience with knowledge bases, content curation or generative AI initiatives;
• Familiarity with flow versioning, change management and publishing processes;
• Knowledge of Figma for simple prototyping of conversational experiences;
• Experience in customer service, contact center or digital operations contexts;
• Experience with Jira, control spreadsheets, document repositories and operational monitoring routines.

Benefits

• Health insurance;
• Dental plan;
• Group life insurance;
• Meal allowance (meal voucher);
• Food allowance;
• Transportation voucher;
• Gympass or Totalpass;
• Partnership club with hundreds of partner companies;
• Birthday day off;
• Profit-sharing (PLR).