Senior Omnichannel Solutions Specialist – WhatsApp, AI, Customer Experience
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Job Description
Senior Omnichannel Solutions Specialist focused on customer experience and project management with digital channels. Leading initiatives in WhatsApp Business and AI technologies for consumer engagement.
Responsibilities:
- Lead initiatives related to the evolution of digital customer service channels, with a focus on WhatsApp and omnichannel solutions.
- Act as the primary point of contact between business areas, operations, technology, squads and vendors.
- Understand stakeholders’ needs, challenges and opportunities, translating them into structured, prioritized initiatives.
- Coordinate the execution of requests with the responsible teams, monitoring deliveries, dependencies, risks and action plans.
- Facilitate communication across different areas to ensure alignment and prompt, effective decision-making.
- Support the evolution of digital service journeys, driving continuous improvements in the customer experience.
- Contribute to the definition and implementation of solutions using automation, virtual assistants, Generative AI, NLP and other technologies related to digital service.
- Lead workshops, discovery sessions, requirements refinement and alignment meetings among the involved areas.
- Support the management and prioritization of the initiative backlog together with business stakeholders.
- Ensure visibility into the status, impediments and outcomes of the initiatives under your responsibility.
- Coordinate vendors and external partners involved in projects and services.
- Promote governance of requests and alignment between portfolio, strategy and the teams’ delivery capacity.
Requirements:
- Experience in omnichannel, digital service or customer experience projects.
- Experience implementing, evolving or managing WhatsApp Business solutions.
- Experience acting as the interface between business areas, operations, technology and vendors.
- Knowledge of contact center platforms, service platforms, chatbots, automation or customer experience tools.
- Ability to understand complex corporate environments and identify the stakeholders required to build solutions.
- Experience coordinating multiple initiatives simultaneously.
- Experience with agile methodologies (Scrum, Kanban or similar).
- Strong communication, negotiation and stakeholder management skills.
- Advanced English for interaction with global teams and international vendors.
Benefits:
- Meal and/or grocery allowance for groceries and meals 🍴
- Medical and dental insurance so you and your family can stay healthy 💙
- Pharmacy partnerships offering discounts on medications 💊
- Childcare assistance according to current policy 🍼
- Partnership with SESC for a variety of cultural and leisure programs ✈
- Partnerships for language courses, technology training and online learning platforms 📚
- Payroll-deductible loans with attractive rates + financial education program 💰
- Corporate University and learning paths with content on technology, soft skills, market trends and more 👨💻
- Employee referral program with potential rewards and bonuses 🎁
- Group life insurance ⛑
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