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• Participate in software implementation projects. • Gather and analyze business rules with clients. • Document requirements and processes. • Develop solutions and customizations using PL/SQL. • Perform data migrations and system configuration/parameterization. • Develop integrations using APIs, web services, and file-based exchanges. • Code simple and complex routines. • Support user acceptance testing (UAT) and deployments with clients. • Work alongside multidisciplinary teams. • Provide on-site client support when required.

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

• Consolidar e garantir a qualidade dos dados da operação de suporte. • Definir, acompanhar e evoluir indicadores operacionais (SLA, TMR, TMA, backlog, aging, throughput, entre outros). • Criar dashboards executivos e operacionais para acompanhamento da performance. • Desenvolver análises críticas da operação, identificando desvios, gargalos e oportunidades de melhoria. • Apoiar a liderança na tomada de decisões por meio de dados e indicadores. • Monitorar o cumprimento dos SLAs e a performance das filas de atendimento (N1, N2 e N3). • Elaborar previsões de demanda (forecast) e análises de capacidade operacional. • Padronizar métricas, conceitos e fontes de informação. • Automatizar relatórios e processos de extração de dados. • Atuar na administração e evolução do Zendesk, garantindo qualidade na configuração da ferramenta e confiabilidade das informações. • Promover uma cultura data-driven na operação de suporte.

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

• Analyze real chatbot conversations, identify comprehension failures, and adjust dialogue flows • Contribute to improving the knowledge base • Collaborate with product, technology, and customer support teams • Organize and categorize user feedback to drive continuous bot improvement • Prepare performance reports for the chatbot • Organize and update the generative chatbot's knowledge base • Use generative AI for curation, rewriting, and standardization of content

• Provide Tier 2 technical support for the Lyceum platform. • Analyze, investigate, and resolve incidents related to academic and administrative modules and system integrations. • Identify root causes and propose permanent solutions to prevent recurrence. • Execute database queries for problem analysis and diagnosis. • Read and interpret application logs. • Assist clients in using the platform and clarify technical questions. • Work closely with Development, Product, Implementation, and Infrastructure teams. • Monitor critical incidents and ensure SLAs are met. • Produce technical documentation and contribute to the knowledge base. • Support validations related to new releases, fixes, and changes in the production environment. • Contribute to continuous improvements in support and service processes.

• Liderar o design e implementação de arquiteturas de sistemas distribuídos de alta disponibilidade. • Conduzir POCs e protótipos validando hipóteses técnicas e de negócio. • Atuar como referência arquitetural e consultor técnico para múltiplos squads. • Mentorar engenheiros sêniores em design e arquitetura. • Traduzir requisitos ambíguos em soluções técnicas aplicáveis. • Identificar e eliminar gargalos de performance, confiabilidade e segurança. • Liderar modernizações e migrações de sistemas legados. • Pesquisar e adotar práticas emergentes de IA generativa. • Contribuir para documentação arquitetural (ADRs) e boas práticas de engenharia.

• Facilitate agile ceremonies and ensure the effective application of Scrum. • Act to remove impediments and facilitate the team's workflow. • Monitor and interpret agile metrics (lead time, throughput, cycle time). • Support the Product Owner and Tech Lead with prioritization and predictability. • Mediate conflicts and foster a collaborative, trust-based environment. • Encourage continuous improvement and the evolution of agile maturity. • Work with multiple teams when necessary, maintaining alignment across areas. • Lead initiatives that improve processes and increase team efficiency.

• Promote the development of improvements to products; • Design integration scenarios between products and third-party systems; • Document processes and activities related to product operation and sustainment; • Specify, evaluate and develop programs, scripts and system/server configurations for Internet servers hosted in cloud computing environments and databases; • Test and install programs, scripts and system configurations; • Deploy, configure and develop scripts for version control tools (SVN/GIT), continuous build and delivery (JENKINS), and systems administration; • Write requirements documents and develop acceptance tests;

• Deliver training on the system's features and functionality. • Identify needs for new training sessions or operational refreshers. • Monitor customers' use of the system to ensure strong adoption. • Contribute to user satisfaction and retention. • Provide technical instructions and usage guidance to users.