Key skills
CloudAIArtificial IntelligenceCRMAgileScrumKanbanFigmaPrototypingProduct ManagementCommunication
About this role
Role Overview
- Lead the strategy, design and evolution of conversational interface channels (Voice and Chat), using automation to optimize the purchase and post-sale journeys in e‑commerce, balancing operational efficiency (cost reduction) with excellence in customer experience (CSAT/NPS) and Artificial Intelligence.
- Conversational Product Management (End-to-End): Responsible for the full lifecycle of WhatsApp bots and IVR voice flows, from discovery through delivery and monitoring.
- Experience Design and Architecture: Create information architecture to ensure channel navigation is logical and efficient.
- Flow and Interface Prototyping: Prototype conversational flows and interfaces using Figma to support UX validation with stakeholders.
- Technical Configuration and Orchestration: Hands-on work in Genesys Cloud for voice flow design (Architect), business rules configuration, contact queue setup and digital channel integration.
- Functional Design and Integrations: Prepare technical documentation (functional designs) for integrating conversational channels with the e‑commerce ecosystem (order APIs, tracking, CRM and payment gateways).
- Artificial Intelligence and Curation: Implement and refine Conversational AI models (cognitive IVR, virtual assistants), ensuring the technology understands customer intents and reduces the need for human intervention.
- Active and Inbound Channel Strategy:
- Active: Support the operationalization of communication cadences for conversion.
- Inbound: Optimize self‑service flows for support and FAQs.
Requirements
- Bachelor’s degree or higher.
- CX Platforms: Advanced experience with Genesys Cloud (Voice and Digital).
- Design Tools: Proficiency with Figma for journey mapping and prototyping.
- AI and Data: Understanding of Conversational AI logic and data analysis.
- System Architecture: Ability to create functional designs and understand API-based integrations.
- Agile Methodologies: Experience working with engineering teams using Scrum or Kanban.
Tech Stack
- Cloud
Benefits
- Medical insurance
- Dental insurance
- Meal or food allowance
- Telemedicine
- Gympass
- Sesc partnership
- Home office allowance
- Profit Sharing (PLR)
- Private pension plan
- Group life insurance
- Pharmacy discounts
- Educational partnerships
- Online learning platform
- Discounts at Riachuelo