Techne

• Work on software implementation projects. • Gather and analyze business rules together with clients. • Document requirements and processes. • Develop solutions and customizations using PL/SQL. • Perform data migrations and system parameterizations. • Develop integrations using APIs, Web Services and file exchanges. • Implement simple and complex coding routines. • Support testing/acceptance (homologation) and implementations with clients. • Collaborate with multidisciplinary teams. • Provide on-site client support when necessary.

• Consolidate and ensure the quality of support operation data. • Define, monitor and evolve operational metrics (SLA, TMR, AHT, backlog, aging, throughput, among others). • Create executive and operational dashboards to track performance. • Develop critical analyses of the operation, identifying deviations, bottlenecks and improvement opportunities. • Support leadership in decision-making through data and indicators. • Monitor SLA compliance and the performance of support queues (N1, N2 and N3). • Prepare demand forecasts and operational capacity analyses. • Standardize metrics, definitions and data sources. • Automate reports and data extraction processes. • Manage and evolve Zendesk, ensuring correct tool configuration and reliable information. • Promote a data-driven culture within the support operation.

• Act as the Product Owner for the Educational ERP. • Manage, organize, and prioritize the product backlog. • Write initiatives, epics, features, and user stories using best practices (INVEST). • Define clear, objective, and traceable acceptance criteria. • Support Discovery activities and prioritization based on value, risk, and impact. • Lead refinement sessions with multidisciplinary teams. • Map business processes, academic, financial, regulatory rules, and integrations. • Participate in agile ceremonies. • Validate deliveries produced by squads. • Proactively communicate risks to stakeholders. • Monitor the product roadmap, releases, and metrics. • Serve as the connection point between Product, Engineering, UX, QA, Support, and business areas. • Support strategic decisions using data and product metrics.

• Develop and maintain features using Java, Spring, and Angular • Work on the evolution, maintenance, and modernization of the Lyceum ERP • Develop and consume REST APIs • Analyze and implement business rules • Fix incidents and perform corrective and enhancement maintenance • Write automated tests and support quality strategies • Participate in technical and functional refinements • Contribute to development estimates • Perform code reviews and share best practices • Participate in incremental deliveries within an agile environment • Support initiatives to reduce technical debt • Contribute to improvements in architecture, performance, and stability • Use generative AI tools to support development, documentation, and understanding of legacy systems

• Monitor and analyze chatbot conversations to identify errors, gaps, and improvement opportunities • Support the creation and updating of conversation flows and knowledge bases • Contribute to maintaining the brand’s tone of voice and language consistency • Organize and categorize user feedback to drive continuous bot improvement • Assist in preparing chatbot performance reports • Collaborate with customer service, product, and technology teams • Organize and maintain the generative chatbot knowledge base • Use generative AI for curation, rewriting, and standardization of content, always with human validation

• Develop and maintain REST APIs in Node.js and Java • Create and evolve integrations between internal systems and corporate client platforms • Participate in the full development cycle (coding, testing, deployment, and maintenance) • Collaborate with agile squads on the development of new features • Support the configuration and sustainment of integrations in production

• Realizar atendimento técnico de nível 2 para clientes usuários da plataforma Lyceum. • Analisar, investigar e solucionar incidentes relacionados aos módulos acadêmicos, administrativos e integrações do sistema. • Realizar diagnóstico de problemas por meio da análise de cenários, evidências, logs e dados da aplicação. • Identificar causa raiz dos incidentes e propor soluções definitivas para evitar recorrências. • Apoiar clientes na utilização da plataforma, esclarecendo dúvidas técnicas e orientando sobre melhores práticas. • Atuar em conjunto com os times de Desenvolvimento, Produto, Implantação e Infraestrutura na resolução de demandas complexas. • Acompanhar incidentes críticos, garantindo comunicação adequada, qualidade no atendimento e cumprimento dos SLAs. • Produzir e atualizar documentações técnicas, base de conhecimento e procedimentos operacionais. • Apoiar análises relacionadas a atualizações, correções e novas versões da plataforma. • Contribuir para iniciativas de melhoria contínua dos processos e da operação de suporte.

• Manage projects end-to-end, from initiation to closure. • Develop and monitor schedules, action plans, and project milestones. • Manage scope, schedule, cost, quality, and risks. • Coordinate resources and allocate staff according to project needs. • Prioritize activities and ensure proper direction of involved teams. • Conduct progress meetings with clients and internal stakeholders. • Monitor performance indicators and project status. • Drive change management and risk mitigation efforts. • Ensure alignment between client expectations and delivered outputs. • Manage multiple projects simultaneously. • Support continuous improvement processes related to project management. • Produce executive reports and progress presentations.

• Lead the design and implementation of high-availability distributed systems architectures. • Conduct POCs and prototypes to validate technical and business hypotheses. • Serve as an architectural reference and technical consultant for multiple squads. • Mentor senior engineers in design and architecture. • Translate ambiguous requirements into actionable technical solutions. • Identify and eliminate performance, reliability, and security bottlenecks. • Lead modernization efforts and migrations of legacy systems. • Research and adopt emerging generative AI practices. • Contribute to architectural documentation (ADRs) and engineering best practices.

• Design and implement Java microservices using Spring Boot. • Build POCs and MVPs to validate technical and business hypotheses. • Develop and maintain scalable, secure REST APIs. • Implement asynchronous integrations using Kafka or RabbitMQ. • Participate in architectural decisions and technical reviews. • Ensure performance, security, and observability in critical environments. • Conduct code reviews and mentor less-experienced engineers. • Collaborate with business teams to validate hypotheses and prioritize technical work.