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• Join a development squad, working in full synergy with other developers. • Develop and maintain systems, APIs, automations, and bot integrations. • Create, maintain, and evolve custom applications for the Zendesk platform. • Implement end-to-end features from development to production (dev → production) with strong autonomy and ownership. • Actively participate in technical refinements and solution discussions for the squad's requirements. • Collaborate closely with the Tech Lead and senior developers on the technical evolution of systems. • Participate in code reviews constructively, ensuring the team's code quality. • Be accountable for your time estimates, proactively communicating risks and blockers.

• Technically lead development teams, serving as a reference for architecture and software engineering decisions. • Define scalable, secure, and resilient architectures aligned with business objectives. • Ensure the technical quality of deliveries through code reviews, definition of standards, and best practices. • Identify technical risks and drive mitigation plans. • Manage and prioritize initiatives to reduce technical debt. • Support developers in investigating complex issues, fostering autonomy and critical thinking. • Disseminate technical knowledge through mentoring, feedback, and sharing best practices. • Develop the team technically through code reviews, individual development plans (IDPs), continuous feedback, and one-on-one follow-ups. • Conduct 1:1 meetings, supporting professionals' development. • Work in partnership with the Delivery Lead to allocate staff across projects. • Participate in strategic technical definitions with stakeholders. • Support pre-sales initiatives by contributing estimates, solution definitions, and technical presentations when needed. • Take part in recruitment processes, performance evaluations, and decisions related to team development. • Promote a collaborative environment, encouraging knowledge sharing, continuous improvement, and technical excellence.

• Realizar a implantação do ecossistema Zendesk (seus produtos e apoio consultivo nas integrações de sistemas). • Compreender os processos atuais dos clientes e traduzir suas necessidades em fluxos, regras de negócio e soluções aderentes às melhores práticas de Atendimento e CX. • Aplicar treinamentos práticos sobre as soluções implementadas, promovendo a autonomia dos usuários e clientes. • Prestar suporte técnico-funcional em ambiente pós-implantação, garantindo a evolução contínua da solução. • Levantar e documentar requisitos de negócio que envolvam o time de desenvolvimento/técnico, acompanhando a execução das entregas. • Organizar e gerenciar o board de demandas dos projetos, assegurando visibilidade, controle de prazos e prioridades. • Conduzir reuniões estratégicas e táticas com clientes, promovendo uma comunicação eficaz entre todas as partes envolvidas.

• Understand clients' processes, needs, and objectives, translating them into clear requirements for the development team. • Create and detail epics, features, user stories, and acceptance criteria. • Organize, prioritize, and manage project backlogs. • Lead refinement sessions and support the team during the execution of tasks. • Plan and monitor schedules, identifying risks, dependencies, and potential impacts on deliveries. • Serve as the main point of contact between clients and the technical team, facilitating alignment meetings, negotiations, and expectation management. • Track metrics, results, and project progress. • Remove impediments and support problem resolution that could jeopardize deliveries. • Promote transparency and maintain continuous communication with stakeholders.

• Work technically alongside the team and also hands-on in implementations, ensuring code standards, architecture and best practices in a TypeScript monorepo. • Structure and optimize modular architecture, ensuring independent deliveries by phase. • Define and maintain PostgreSQL architecture, including performance strategies, indexing and partitioning. • Design adapters for integration with legacy systems (ERP TOTVS Consinco), ensuring resilience via cache/fallback. • Implement and supervise integrations with TOTVS ERP (catalog, inventory, orders, customers), Cielo/Braspag, iFood, Fórmula Certa/Fagron and Roch/Bnex. • Implement multi-layer security: network, authentication, application, data and mobile. • Ensure LGPD compliance from the outset: consent management, encryption, auditing and data subject rights. • Configure and maintain AWS infrastructure (dev, staging and production), CI/CD, blue-green deployments and scalability. • Implement monitoring, centralized logs, alerts and dashboards. • Design search mechanisms using OpenSearch/Elasticsearch. • Conduct code reviews, mentor developers and support technical estimations. • Participate in technical and executive committees, reporting risks and project progress. • Document architecture, APIs and operational processes.

• Actively perform outbound prospecting, identifying and developing new opportunities • Contact cold and warm leads and reactivate previous opportunities • Manage the full sales cycle, from prospecting through closing • Handle negotiations with multiple stakeholders (corporate accounts) • Build and maintain a healthy, predictable, and consistent pipeline • Maintain disciplined follow-ups and a strong sense of urgency • Develop demand generation and account reactivation strategies • Work in partnership with marketing, pre-sales, and strategic partners • Operate in a consultative sales model, focused on solutions and projects

• Compreender processos dos clientes e traduzir as demandas em User Stories ou tarefas de configuração para a equipe de desenvolvimento. • Aplicar treinamentos sobre as soluções da empresa quando necessário, garantindo que as operações dos clientes utilizem corretamente as ferramentas. • Priorizar e repriorizar demandas de acordo com as necessidades do negócio, prazos e escopos acordados com stakeholders. • Organizar e gerenciar o board de demandas da equipe, assegurando uma distribuição balanceada e negociação das prioridades. • Gerenciar e reportar o status de cada projeto, servindo como ponto focal para os clientes. • Remover impedimentos não técnicos da equipe, como comunicação com stakeholders e esclarecimento de problemas. • Gerenciar crises e propor soluções rapidamente. • Propor, implementar e documentar novos processos para aumentar a eficiência e escalabilidade da equipe ou dos clientes. • Participar de reuniões com clientes, promovendo uma comunicação eficaz entre todas as partes envolvidas. • Apoiar a execução e o alinhamento de processos, garantindo fluidez entre as áreas envolvidas.

• Active (outbound) prospecting of new B2B customers via cold calls, cold emails and social selling; • Creating and qualifying lead lists based on defined ICPs and personas; • Scheduling qualified meetings with leads for our AEs (Account Executives/Sales Executives); • Using prospecting automation tools such as Apollo, Meetime and LinkedIn Sales Navigator; • Building strategic, personalized cadence flows for different lead profiles; • Entering and maintaining data in the CRM (Zendesk Sell); • Ongoing collaboration with marketing and sales teams to optimize campaigns and demand-generation strategies; • Monitoring metrics such as open rates, CTR, conversion rate and producing reports to optimize results.

• Lead end-to-end discovery processes, validating hypotheses before development. • Define product vision, value proposition and product roadmap. • Also act as Product Owner in day-to-day activities: write user stories, define acceptance criteria and prioritize the backlog. • Manage the customer lifecycle (acquisition → activation → retention → expansion). • Design onboarding and user activation strategies. • Define the go-to-market model together with Sales. • Support the definition of tiers/plans and the revenue model. • Define and track product metrics, evaluating adoption, impact and financial return. • Establish continuous feedback channels with customers and early users, ensuring product evolution based on real usage.